Key figure
96% of high-effort customers become more disloyal
A key figure from the research behind customer effort metrics. In a survey of more than 75,000 customers, Matthew Dixon, Karen Freeman and Nick Toman of CEB found that 96% of people with a high-effort experience became more disloyal, against 9% with a low-effort one. It is the main reason teams track Net Easy Score and Customer Effort Score.
Where this appears
What's in this key figure
96% of customers with a high-effort experience became more disloyalCompared with 9% of customers whose experience was low effort. From a survey of more than 75,000 customers.
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<a href="https://www.koji.so/visuals/high-effort-customers-more-disloyal-96-percent"><img src="https://www.koji.so/visuals/high-effort-customers-more-disloyal-96-percent/high-effort-customers-more-disloyal-96-percent.png" alt="Stat card: 96% of customers who had a high-effort experience became more disloyal, compared with 9% after a low-effort one." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/high-effort-customers-more-disloyal-96-percent">96% of high-effort customers become more disloyal</a>, Koji</p>
