Customer Effort Score CES

Find out how easy was it for the customer to get the problem solved

Time to complete

1 minute

Eligibility

Only Customers who have interacted with the company via any channel and completed their service request are eligible.

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Questions for Customer Effort Score CES

1.

How easy did [organization] make it for you to solve your issue?

The answer should be a rating.
2.

What's the main reason for your score?

The answer should be a text input.
3.

If we could do anything, what should we do to WOW you?

The answer should be a text input.

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Here are some FAQs and additional information
on
Customer Effort Score CES

What is the Customer effort score?

Customer Effort Score (CES) is a single-item metric that involves a customer's measures to get an issue resolved, to reach out to the buyer, etc.

When to use the customer effort score?

It can be used immediately after a purchase or subscription and after a service-related experience.

Why should you measure customer effort scores?

It helps to track and measure customer relationships and experiences with your organization.

What is the customer effort score scale?

The ideal Customer Effort Score ranges from 0-100. Your CES derived is the total number of customers who agree that their interaction was easily divided by the number of responses recorded. For example, if 55 customers out of 100 rated you 5, 6, or 7 on the 7-point scale, your CES would be 55.

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