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What is the Customer Effort Score (CES)?

CheckMarket
CheckMarket

There are different ways to measure customer satisfaction. In this presentation we present you one of them: the 'Customer Effort Score' or CES. Discover it now! Learn more about the score and how to use it in a survey, followed by some very useful tips and tricks. Check our website for more information: https://www.checkmarket.com

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Customer Effort Score (CES) MEASURING CUSTOMER SATISFACTION
WHAT IS CES? Customer Effort Score (CES) is a powerful metric to measure your customer service satisfaction with one single question. The underlying thought is that service organizations create loyal customers primarily by reducing customer effort.
WHY MEASURE CES? Improve your customer service by determining working points. Customer loyalty is the ultimate goal!
How much effort did you personally have to put forth to handle your request? Very low effort Low effort Neutral High effort Very high effort 5-point inverted scale (1 to 5) 1 is good & 5 is bad THE CES QUESTION TWO VERSIONS
THE CES QUESTION TWO VERSIONS The company made it easy for me to handle my issue. Strongly disagree Somewhat disagree Disagree Neutral Somewhat agree Agree Strongly agree Disagreement/agreement rating question 7 points Preferred
SURVEY EXAMPLE CONDUCT YOUR OWN CES SURVEY
TIPS & TRICKS Set up notifications for lower scores in real-time. Ask follow up questions when CES is bad. Turn feedback into actions to correct common complaints. Get everyone in your organization involved to improve CES. Measure, follow up and report continuously!
ABOUT CHECKMARKET CheckMarket is a company specialized in enterprise survey solutions. CLICK TO CHECK OUR SOCIAL MEDIA SIGN-UP & CONDUCT YOUR OWN CES SURVEY

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What is the Customer Effort Score (CES)?

  • 1. Customer Effort Score (CES) MEASURING CUSTOMER SATISFACTION
  • 2. WHAT IS CES? Customer Effort Score (CES) is a powerful metric to measure your customer service satisfaction with one single question. The underlying thought is that service organizations create loyal customers primarily by reducing customer effort.
  • 3. WHY MEASURE CES? Improve your customer service by determining working points. Customer loyalty is the ultimate goal!
  • 4. How much effort did you personally have to put forth to handle your request? Very low effort Low effort Neutral High effort Very high effort 5-point inverted scale (1 to 5) 1 is good & 5 is bad THE CES QUESTION TWO VERSIONS
  • 5. THE CES QUESTION TWO VERSIONS The company made it easy for me to handle my issue. Strongly disagree Somewhat disagree Disagree Neutral Somewhat agree Agree Strongly agree Disagreement/agreement rating question 7 points Preferred
  • 7. TIPS & TRICKS Set up notifications for lower scores in real-time. Ask follow up questions when CES is bad. Turn feedback into actions to correct common complaints. Get everyone in your organization involved to improve CES. Measure, follow up and report continuously!
  • 8. ABOUT CHECKMARKET CheckMarket is a company specialized in enterprise survey solutions. CLICK TO CHECK OUR SOCIAL MEDIA SIGN-UP & CONDUCT YOUR OWN CES SURVEY