B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
94%
94% -- customer loyalty rate for customers whose effort to resolve issues is low (2026)
94% of customers remain loyal to a company when the effort required to resolve issues is low.
Attribution:
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Lighthouse Research Team
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Source verified
Evidence graded
Value
94%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Harvard Business Review / CEB (Dixon, Freeman & Toman)
Primary
Tier C
https://easy-feedback.com/survey-templates/customer-effort-score-survey-template/ ↗
Source Article
▷ Customer Effort Score (CES) | Survey Template
“Identifying user needs is at the heart of our business. easyfeedback has been helping us with this task for several years now. We particularly appreciate its intuitive usability and professional support.”
Franziska Becker
Guild Lead User Experience Research
Guild Lead User Experience Research
“We u…
Original Research
Harvard Business Review / CEB (Dixon, Freeman & Toman)
· Original study ↗
Methodology
Secondary citation by easyfeedback of a study attributed to Dixon, Freeman & Roman; no date given in the article, so the collection year (2026) is used per rules. Underlying research corresponds to the CEB/HBR study by Dixon, Freeman & Toman (2010); wording slightly paraphrased by citing source.
Methodology documented
Segmentation
Industrymarketing
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Plain Text
customers whose effort to resolve issues is low: 94% customer loyalty rate. Source: Harvard Business Review / CEB (Dixon, Freeman & Toman) (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customer-loyalty-low-effort-94-percent
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<blockquote cite="https://lighthousedata.io/data/customer-loyalty-low-effort-94-percent" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>94%</strong> -- customer loyalty rate for customers whose effort to resolve issues is low<br><small>Source: Harvard Business Review / CEB (Dixon, Freeman & Toman) (2026) · <a href="https://lighthousedata.io/data/customer-loyalty-low-effort-94-percent" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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