Home»What»Omni Core»Customer Support»Getting help»The effort

Customer Support · Getting help · Component

The effort

How many steps it takes to reach someone who can help — because difficulty of access predicts loyalty better than satisfaction with the answer.

The deliverable

What it is

Customer-effort research consistently finds that how hard it was to get help predicts future loyalty better than how satisfied the customer was with the outcome.

Effort is measurable by counting: how many steps, how many minutes, how many times they had to explain.

One level in

What it is made of

Each element is a constituent part of the component. Follow one to see the attributes it carries.

  1. The steps

    How many actions it takes.

    3 attributes: Steps · Time · Information requested

    Learn

  2. The measure

    What customers say about the effort.

    3 attributes: Effort score · Channel · Trend

    Learn

  3. The verification

    What the customer has to prove before being helped.

    3 attributes: Requirement · Proportionate · Time added

    Learn

Verifying identity in order to answer a general question is a common and entirely avoidable source of effort.

The other components in getting help

The routes

How customers can reach help, and for what — because offering one route fails everyone whose need does not match it.

Learn

The abandoned

People who tried to get help and stopped — invisible unless deliberately looked for.

Learn
Back to getting help