Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
With spending and digital credit on the rise, how can businesses create a great customer experience using flexible payment options while ensuring they aren’t putting more vulnerable customers at risk?
Customer Perspective is a weekly Ipsos podcast exploring the latest research and insights into all things Customer Experience, Mystery Shopping and Channel Performance.
