{"id":2005,"date":"2025-12-08T08:00:00","date_gmt":"2025-12-08T07:00:00","guid":{"rendered":"https:\/\/growpromoter.com\/?p=2005"},"modified":"2025-09-29T10:19:09","modified_gmt":"2025-09-29T08:19:09","slug":"the-hidden-costs-of-a-high-customer-effort-score","status":"publish","type":"post","link":"https:\/\/growpromoter.com\/en\/blogs\/de-verborgen-kosten-van-een-hoge-customer-effort-score\/","title":{"rendered":"The hidden costs of a high Customer Effort Score"},"content":{"rendered":"<h2 class=\"wp-block-heading\">Introduction<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Many companies underestimate the impact of&nbsp;<strong>a high Customer Effort Score (CES)<\/strong>. A customer having to make an effort to buy a product, solve a problem or find information can cause direct and hidden costs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this article, we discuss the hidden consequences of a high CES and how organizations can avoid them by improving processes and increasing customer convenience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What does a high CES mean?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A high CES indicates that customers&nbsp;<strong>have to put a lot of effort<\/strong>&nbsp;to achieve their goals. This may manifest itself in:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Long wait times<\/li>\n\n\n\n<li>Complex processes<\/li>\n\n\n\n<li>Many contact moments needed to solve problems<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Hidden costs of high CES<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. Customer loss<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">High effort leads to frustration. According to Gallup, 68% of customers leave because of poor service or laborious processes, regardless of product quality.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Higher service charges<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Troubled customers call more often, send more emails and visit physical locations more often. This increases operational costs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Loss of sales<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Difficult processes demotivate customers from purchasing additional products or services. Repeat purchases decline.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Reputational damage<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Dissatisfied customers share negative experiences on social media, review sites or through word of mouth.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5. Lower employee satisfaction<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Employees must answer more questions and solve problems, leading to higher stress and employee turnover.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Practical examples<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Telecom<\/strong>: Customers who had trouble changing subscription \u2192 many call center contacts \u2192 higher costs \u2192 increased churn.<\/li>\n\n\n\n<li><strong>E-commerce<\/strong>: Difficult return process \u2192 negative reviews \u2192 decline in sales \u2192 higher support costs.<\/li>\n\n\n\n<li><strong>B2B software<\/strong>: Complex onboarding \u2192 customers request repeated support \u2192 implementation delays \u2192 contract extension uncertain.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Improve CES to reduce costs<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Identify high-effort processes<\/strong><\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Use surveys, observations and analytics<\/li>\n\n\n\n<li>Prioritize by impact on customer value<\/li>\n<\/ul>\n\n\n\n<ol start=\"2\" class=\"wp-block-list\">\n<li><strong>Automate and simplify<\/strong><\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Self-service portals<\/li>\n\n\n\n<li>Chatbots for simple questions<\/li>\n\n\n\n<li>Digital workflows<\/li>\n<\/ul>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\">\n<li><strong>Train employees<\/strong><\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Empathy and efficiency increase satisfaction<\/li>\n\n\n\n<li>Reduces escalations<\/li>\n<\/ul>\n\n\n\n<ol start=\"4\" class=\"wp-block-list\">\n<li><strong>Monitor and handlebar<\/strong><\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>CES continuous measurement<\/li>\n\n\n\n<li>Linking feedback to improvement actions<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Conclusion<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Having a high Customer Effort Score&nbsp;<strong>direct and hidden costs<\/strong>: customer loss, higher service costs, negative reputation and lower sales.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">By measuring CES, identifying and improving high-effort processes through digitization and training, organizations can&nbsp;<strong>Reduce costs, increase loyalty and improve customer satisfaction<\/strong>.<\/p>","protected":false},"excerpt":{"rendered":"<p>Inleiding Veel bedrijven onderschatten de impact van&nbsp;een hoge Customer Effort Score (CES). Een klant die moeite moet doen om een product te kopen, probleem op te lossen of informatie te vinden, kan directe en verborgen kosten veroorzaken. In dit artikel bespreken we de verborgen gevolgen van een hoge CES en hoe organisaties deze kunnen voorkomen [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":2006,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-2005","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blogs"],"meta_box":{"text_z14vvxcjizi":""},"jetpack_featured_media_url":"https:\/\/growpromoter.com\/wp-content\/uploads\/business-meeting-in-office-2025-02-11-14-32-58-utc-scaled.webp","_links":{"self":[{"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/posts\/2005","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/comments?post=2005"}],"version-history":[{"count":2,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/posts\/2005\/revisions"}],"predecessor-version":[{"id":2008,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/posts\/2005\/revisions\/2008"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/media\/2006"}],"wp:attachment":[{"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/media?parent=2005"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/categories?post=2005"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/tags?post=2005"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}