Which KPI is best suited for this purpose?

The company prioritizes measuring customer effort during interactions .

Which KPI is best suited for this purpose?
A . Net Promoter Score (NPS)
B . Customer Lifetime Value (CLTV)
C . Customer Effort Score (CES)
D . First Contact Resolution (FCR) Rate

View Answer

Answer: C

Explanation:

The Customer Effort Score (CES) is the best-suited KPI for measuring the amount of effort a customer has to expend to get their issues resolved. CES is specifically designed to gauge the ease of service interaction, directly reflecting how easy or difficult it is for customers to achieve their goals. Monitoring CES helps in understanding the operational effectiveness in minimizing customer struggle, thus making "C. Customer Effort Score (CES)" the ideal choice for measuring customer effort during interactions.

Reference: Salesforce Blog on Customer Effort Score