Measuring trust and effort

Measuring trust and effort

Customer effort and trust are two metrics regularly used in modern businesses and are measured UK-wide by the Institute of Customer Service.


We want to make it as easy as possible for our customers to request and use our services, so we measure how customers feel about this using the effort score.

Customer Effort Score (CES) measures how much effort a customer has to exert to get an issue resolved, a request fulfilled, a product purchased/returned or a question answered. The lower the score, the better.


As a landlord we know that our services are important to our customers and we want them to feel that they can rely on us when they need us. So, we measure this using the trust score. The higher the score, the better.

Related pages

Our targets

Our reports and publications

Our plan