Customer Experience
CES: How Easy It Is to Do Business With You
CES measures how much effort a customer has to exert to resolve an issue, make a purchase, or complete a task. Lower effort correlates with higher loyalty.
Why It Matters
Customers don't leave because they're not delighted. They leave because things are too hard. Reducing effort is often more powerful than increasing satisfaction.
How Novastra Helps
Novastra audits customer touchpoints for friction, simplifies processes, and automates high-effort interactions to make doing business easy.
Average score on "How easy was it?" scale (1-7)
Framework Phase
5
Re-engineer
Rebuild the machine while it runs