What is CES?
CES - Customer Effort Score - measures customer satisfaction based on ease to complete a specific task. CES asks customers to rate the difficulty they face with the organization's services. The CES metric is an indicator of how easily issues get resolved, it doesn’t really assess if a customer is satisfied with the service.
How is CES calculated?
The CES is measuring the effort of a service experience. It is usually introduced with “The company made it easy for me to do XYZ” and respondents are asked to review the ease on a scale from 1- Strongly disagree to 7- Strongly Agree
In the Dashboard and in the Review Cards we show the Score from 1.0-7.0. In the statistical pages of the platform, the CES is displayed in % to allow better comparison with the other Scores such as the CSAT ( that is also presented in %).
How should we use CES to increase Customer Satisfaction?
NPS, CES, and CSAT are the 3 main VOC scores. Businesses use CES as a way to understand and determine brand loyalty drivers after a single interaction. 96% of customers become more disloyal after a high-effort interaction with a company compared to only 9% of those having a low-effort experience.
The CES is transaction-based, companies can use it after a customer support interaction, after a purchase, or after registering for an event. The CES is most commonly utilized in measuring customer experience to improve issue-resolve time.
Advantages:
- The CES offers actionable data regarding any weaknesses a company may have at each touchpoint.
- The Companies will know where they can improve.
- CES tells a company how user-friendly its services are, which can indicate customer adoption and renewal.
- By acting on insights and removing obstacles for the customer, companies can reduce costs and increase loyalty.
- CES is an easy survey to deploy and track overtime.
How does it look in CEMI surveys?
CES questions are added to your Sales and Service touchpoints.
SALES QUESTIONNAIRE:
The handover of the car went according to my needs.
SERVICE QUESTIONNAIRE:
%business_name% made it easy to book an appointment.
Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.Yes No No results found