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Customer Effort
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“The agent recognized I’d had a bad experience before and acknowledged it right away."
low-effort
“They only answered the question I asked—but I was still confused and they didn't offer to explain more. I still don't know how to read my bill."
high-effort
“The rep said, ‘Let’s work through this together.’”
low-effort
“They made me feel like I was being blamed for the issue.”
high-effort
“The agent gave me a heads-up about next month’s bill.”
low-effort
“They spoke too fast and used a lot of jargon I didn’t understand.”
high-effort
“I got an email summary of the call after we ended.”
low-effort
"The agent told me 'There's nothing I can do - that's our policy.'"
high-effort
"The agent offered me an alternative when my original request couldn't be met."
low-effort
"I had to re-explain my issue all over again when I got transferred."
high-effort
"The agent apologized for the mix-up and fixed it right away."
low-effort
"I kept getting put on hold a lot. I think I listened to more hold music than I actually talked to a real person."
high-effort
"The agent confirmed everything for me before hanging up."
low-effort
"I was told yesterday to call back today for help."
high-effort
"The agent stayed on the line while I made my payment online."
low-effort
"I asked a question. The agent didn't know the answer but told me it was on the website."
high-effort
"They used my name and explained things."
low-effort
"I was transferred to different departments to solve my issue."
high-effort
"The agent explained the next steps clearly before ending the call."
low-effort
"I had to repeat my account number multiple times."
high-effort
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