Nicereply uses cookies to improve your experience, help personalize content and ads, and provide a safer experience. Read more

What is Customer Effort Score?

Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact.

The idea is that customers enjoy doing business with companies that are easy to work with. Afterall, 96% of customers who've been through a high effort experience report being disloyal.

iPhone with Koala survey

Measuring Customer Effort Score

Measure CES by surveying customers after the resolution of their conversation. Customer Effort Score survey questions asks to what extent do customers agree with the following statement:

Question
"Company" made it easy for me to handle my issue.

Combine CES with CSAT to get more feedback

You don't have to choose one or the other. These two metrics naturally complement each other.

Combine Metrics
  Icon CES Icon CSAT
Measures: Performance of entire organization Individual agent performance
Is measured: Once the situation is resolved At every interaction
Helps: Build customer loyalty Improve customer satisfaction

Find & Remove Friction Points



Icon

Beautiful surveys

Customize beautiful templates to fit your brand. No code required.


Icon

Responsive design

Collect feedback with surveys that look great on any device.


Icon

Delivered automatically

Set it and forget it. Surveys will be sent automatically once a conversation is resolved.


Icon

Answered in one click

Get the feedback you need with just one click.

CES Metric Overview

All your customer
feedback in one dashboard

Icon Read every comment

See all your feedback with comments in your rating feed.

Icon Improve and forecast

See improvements over time and identify trends with easy to read charts.

Icon Never miss a negative feedback

Spot any high-effort experience - highlighted for your convenience.

What is a good CES score?

You are looking for a bell curve with most responses around 5 or a 6. Moving a client from 1 to 5 increases their loyalty by 22%.

Benchmark your Customer Effort Score

Every year we're rewarding outstanding customer service teams. See how you stack up against them.

Antonio King
Nicereply allowed us as a department/company to implement Customer Effort Surveys to understand where we were falling short, and it ultimately did so without costing the customer yet another transactional email.

Win, win, win is what that's referred to as in the mediation world.
Antonio King
Director of Experience at Shinesty

Start Your Free Trial Today


Evaluate Nicereply for yourself. Start 14-day trial and try all the features and benefits of getting real-time feedback with Nicereply.



Try for free or Request a demo

No credit card required. Cancel anytime.
ctaim