At Finastra, we are proud to put customers first
To ensure we provide the highest standards of support, once our customers’ cases have been resolved, we invite them to tell us how easy we made it for them to handle their case, on a scale of 1 to 7.
We then collate these scores to reveal our Customer Effort Score, which is calculated at month end, and published at the beginning of the next month.
Customer Effort Score
How our customers are scoring us...
We use the Customer Effort Score (CES) to measure our customers’ experience of working with our Customer Support team.
We ask customers to score their experience, so that we understand how easy they found it to work with us and have their case resolved. Customers can also give feedback on why they gave us a certain score. This allows us to make changes to not only reduce the effort required, but to improve the overall customer experience.