What is the Customer Effort Score (CES)?
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Customer Effort Score (CES) MEASURING CUSTOMER SATISFACTION
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Transcript of What is the Customer Effort Score (CES)?
Customer Effort Score (CES)
MEASURING CUSTOMER SATISFACTION
WHAT IS CES?
Customer Effort Score (CES) is a powerful metric to measure your customer service satisfaction
with one single question.
The underlying thought is that service organizations create loyal customers primarily by reducing customer effort.
WHY MEASURE CES?
Improve your customer service by determining working points.
Customer loyalty is the ultimate goal!
How much effort did you personally have to put forth to handle your request?
Very low effort Low effort Neutral High effort Very high effort
5-point inverted scale (1 to 5)
1 is good & 5 is bad
THE CES QUESTIONTWO VERSIONS
THE CES QUESTIONTWO VERSIONS
The company made it easy for me to handle my issue.
Strongly disagree
Somewhat disagree
Disagree Neutral Somewhat agree
Agree Strongly agree
Disagreement/agreement rating question
7 points
Preferred
SURVEY EXAMPLE
CONDUCT YOUR OWN CES SURVEY
TIPS & TRICKS
Set up notifications for lower scores in real-time.
Ask follow up questions when CES is bad.
Turn feedback into actions to correct common complaints.
Get everyone in your organization involved to improve CES.
Measure, follow up and report continuously!
ABOUT CHECKMARKET
CheckMarket is a company specialized in enterprise survey solutions.
CLICK TO CHECK OUR SOCIAL MEDIASIGN-UP & CONDUCT
YOUR OWN CES SURVEY
