Question: True or false? Customer effort score is measured on a three-point scale.
- True
- False
Explanation
Customer Effort Score (CES) measures how much effort a customer must exert to resolve an issue, typically using a five- or seven-point scale. The scale allows nuanced feedback about friction in customer interactions. HubSpot Service Hub captures CES responses to identify high-effort touchpoints. Accurate CES measurement informs process improvements and reduces customer churn. A three-point scale does not provide sufficient detail for actionable insights.
Why the other options are incorrect
True: A three-point scale is too limited to measure customer effort effectively.
Source for verification
HubSpot Customer Effort Score Overview
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