The Net Easy Score is a measure of customer loyalty combined with effort. It focuses on the ease of doing business with a brand, using a simple question:

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So, how is it calculated? The above question is typically asked on a 7-point scale, 1 being extremely easy and 7 being  extremely difficult. From there, subtract the percentage of easy scores (answers ranging from 1-2) from the percentage of difficult scores (answers ranging from 5-7) and you have your Net Easy Score.

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For richer insights, follow up a net easy question with an open comment box or more specific questions about a particular transaction to help pinpoint areas for improvement.

Why does it matter? Well …

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As a company, you want to make it as easy as possible for a customer to receive help when they are looking for it. By minimizing a customer’s effort to resolve a complaint or issue with your organization, the better off your overall customer experience will be.

To learn more about this CEM metric, and to leverage other CX related content, visit our website’s Resources section.