Customer Effort Score ™ 2.0
How easy is it to do business with you?
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.
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:
"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.
 CES |
 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
Beautiful surveys
Customize beautiful templates to fit your brand. No code required.
Responsive design
Collect feedback with surveys that look great on any device.
Delivered automatically
Set it and forget it. Surveys will be sent automatically once a conversation is resolved.
Answered in one click
Get the feedback you need with just one click.
All your customer
feedback in one dashboard
Read every comment
See all your feedback with comments in your rating feed.
Improve and forecast
See improvements over time and identify trends with easy to read charts.
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.
Win, win, win is what that's referred to as in the mediation world.
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