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Customer Effort Score (CES)
How it works
Customer Effort Score measures the ease of use for the users. Typically this is narrowed down to a single work process, e.g. handling sales invoices, doing payroll etc. Experience of effortlessness is the most trusted indicator for customer loyalty according to Gartner.
Continuously measuring CES for different processes in your product gives you a good idea where your users are having the most challenges. You can then divide your resources better according to your results. On a scale between 1-7, you should aim for over 5 in all your CES measurements.
The point of contact when implementing CES in Visma is the Product Analytics Hub and the recommended tool is InMoment.
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Tips
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Tips
Tool recommendations
Below you will find some tool recommendations, but please note that you are free to choose whatever tool you prefer. For some tools we have group wide licenses, in which case access can be requested via licenses@visma.com. Remember that you always need cost approval from your immediate manager.