What is Value Enhancement Score (VES)?
Gartner's Value Enhancement Score (VES) focuses on two key areas of a customer’s perception of a product or service. Specifically, it evaluates how the service interaction affects the customer’s
- The customer’s ability to use the product or service
- The customer’s confidence in purchasing it
Gartner indicates their research shows that increasing customers’ positive feelings toward those two concepts increase the value they derive from the purchased product or service.