CES 2.0

Customer Effort
Score™ 2.0

How easy it is to do business with you?

Setup only once
Setup only once
Get instant feedback
Get instant feedback
Survey automatically
Survey automatically
Identify friction points
Identify friction points
Answer with one click
Answer with one click
Deliver effortless experience
Deliver effortless experience

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

Measuring Customer
Effort Score

Measure CES by surveying customers after the resolution of their conversation, ticket, deal, call, etc. Customer Effort Score survey questions ask to what extent customers agree with the following statement.

“Company“ made it easy for me to handle my issue
“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 CES with CSAT to get more feedback
Combine CES with CSAT to get more feedback Combine CES with CSAT to get more feedback
CES
CES
CSAT
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
border

Find & Remove Friction Points

Beautiful surveys

Beautiful surveys

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

Beautiful surveys

Responsive design

Collect feedback with surveys that look great on
any device.

Beautiful surveys

Delivered automatically

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

Beautiful surveys

Answered in
one click

Get the feedback you need with just one click.

All your data in one dashboard
Overview Rating feed

All your data in one dashboard

Read every comment

Read every comment

See all your ratings and comments in your rating feed.

See who and what you need

Forecast the future

Identify trends with easy to read charts.

Forecast the future

Never miss a bad rating

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

What's a good CES score?

What's 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%.

What's a good CES score?

Benchmark yourself
against the best

Our Customer Effort Score
leaderboard shows top performers in terms of CES scores. Compare your performance to theirs.

Get to know everything about CES

Get to know everything about CES

Discover how to improve your customer experience by identifying and removing friction points

Find out more
Starting
from
$59
View pricing
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