Explain why effort is often the better diagnostic metric after service and support interactions.
Effort is the hidden tax that many satisfaction programs miss. Why courtesy is not enough Customers can rate an agent as kind and still feel the company was exhausting to deal with. Loyalty erodes when progress requires extra labor from the customer. What effort exposes Effort brings operational friction into view: repeated explanations, multiple transfers, unclear next steps, and policy loops. These are structural problems, not personality problems. How to use it in a program Pair effort measures with support or service journeys where customers are trying to fix something. Then route the learning to process owners, not just frontline…
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