In the Age of Automation, Customers Want More Human, Less Machine

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In the Age of Automation, Customers Want More Human, Less Machine


Learn how to get self-service right and future-proof your customer's expectations.




 Reading time: 30 minutes

When It Comes to Customer Experience KPIs, Emotion Equals Effort

The companies that have the most positive experiences are the ones that make it easy for their customers to engage. Many organizations focus on Net Promoter Score (NPS) and Customer Satisfaction (CSAT), but there is one other important metric that is often overlooked. It directly correlates to both scores mentioned above when measuring the customer experience: the Customer Effort Score (CES).


In our latest report, we surveyed 1,000 US customers across all age groups on their attitudes regarding automation, self-service design, and interactions with Artificial Intelligence. The report also contains the 2018 Customer Effort Score (CES) benchmarks for all major industries.


In this report, we discuss:

  • Comprehensive industry insights and benchmarks for Customer Effort Score
  • Why consumers still haven’t adopted self-service channels
  • Data surrounding emotional sentiment in correlation to effort rates