- Why should you care? From Rebecca Secor on CUinsight.com, "A number of credit unions have asked recently whether they should be measuring Customer Effort Score (CES) in their surveys. CES was introduced by the Corporate Executive Board (CEB) in 2010 in a Harvard Business Review article. The methodology was revised by the CEB in 2013 after further research showed the need for adjustments to the question wording and scale."
Stories of interest