Frequently Asked Questions
What is the purpose of measuring the customer effort score?
The purpose of measuring the customer effort score is to evaluate the ease of doing business with a law firm or legal service provider. By understanding the level of effort required by customers or clients, firms can identify areas for improvement and enhance the overall customer experience.
How is the customer effort score calculated?
The customer effort score is typically calculated by asking customers or clients to rate their level of agreement with a statement such as, "The law firm made it easy for me to resolve my legal issue." The responses are usually measured on a scale, such as a 5point Likert scale, and the average score is calculated to determine the CES.
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