80% of the organizations believe they are delivering a superior experience
Only 8% of customers who believe they are receiving a great customer experience
– Bain & Company
96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience.
Acumen’s Customer Experience (CX) Survey helps organizations evaluate the Customer Effort Score for their existing Customer Journey Map. Customer effort is considered as one of the most crucial influencers on customer experience and loyalty. The Acumen Customer Effort Score is a Customer Experience Survey Metric that helps organizations to determine the ease of customer interaction and resolution at Touchpoints in the Customer Experience Journey.
The CX Survey creates the base for organizations to redesign/ design their Customer Experience thereby reducing customer effort and delivering higher-quality interactions at lower costs.