What is Customer Effort vs. Customer Satisfaction? Customer effort is an evaluation of how easy it is for a customer to get an answer or remedy via customer service.

Customer satisfaction includes customer effort as well as how well the answer or remedy met the customer’s expectations.

Customer effort is typically evaluated by customers through a post-service survey question. For example, on a scale from very difficult to very easy, how easy was it to get what you needed? This is used by customer service managers to fine-tune technology, processes, policies, staffing, and agents’ interactions with customers.

 
See also: Customer Experience Playbook