What is a customer efforts score?
Are your customers happy? Are they satisfied with your service and product? You can measure it with Customer Effort Score – CES. It is a metric, which shows how your clients feel about the effort they have to make to interact with your customer support team and get a solution to their problem.
Choose a suitable question and ask your customers. Then calculate the percentage of Customer Effort Score based on customer answers. There are many ways to measure it, e.g. via emails or questionnaires.
Frequently asked questions
What is customer effort score (CES)?
The Customer Effort Score (CES) is a metric that shows how your company's customers feel about the effort they must put in interacting with your customer service team and finding a solution to their problem. Thanks to this, you can test the effectiveness of your customer service.
How to calculate customer effort score (CES)?
To calculate the Customer Effort Score (CES), select the appropriate question and address it with customers. This can be done e.g. on the basis of a questionnaire. The easiest way is when customers answer on a scale from 1 to 10. Then you divide the sum of their responses by the number of customers polled and you get this ratio.
How to improve customer effort score (CES)?
To improve your Customer Effort Rate (CES), gather your customers in a dedicated online space. Thanks to it, they will be able to easily connect with customer service, as well as other customers and experts. The second idea is to create a knowledge base that will help you solve customer problems quickly and easily. The third (and the most important) way is efficient customer service, which is possible thanks to the right software.
Expert note
Measuring Customer Effort Score (CES) shows how easy it is for customers to interact with your company. Improve by simplifying interactions and focusing on critical touchpoints.
Customer satisfaction is crucial for businesses, and measuring it can be done through the Customer Satisfaction Score (CSAT) or the Net Promoter Score (NPS). While businesses should aim for 80% or higher in CSAT, it only reflects short-term feelings and doesn't necessarily indicate customer loyalty. Customer satisfaction can be improved through quality products, services, customer support, pricing, and a good store atmosphere, as well as prioritizing customer service, understanding the client's needs, and taking care of UX. LiveAgent is a customer service software that offers features, integrations, alternatives, and support for businesses.
Customer service reports are crucial for improving business practices and meeting customer needs. LiveAgent offers 11 features to monitor and analyze customer service performance, including analytics overview and agent rankings. Customer feedback is also important for businesses to improve and evolve. LiveAgent provides customer service software to help solve the problem of juggling multiple platforms. A customer service evaluation checklist can help businesses identify areas for improvement and implement strategies to provide better service. LiveAgent offers demo pricing, features, integrations, and alternatives for customer service software.
How to conduct a customer survey
Customer satisfaction is essential for the success of any business, and one effective way to measure it is through customer surveys. However, it is important to ask the right questions, at the right time, and use the feedback to improve satisfaction. Nicereply and Simplesat are customer feedback tools that can help with this process, integrating with LiveAgent to measure satisfaction in various ways. There are different metrics to measure satisfaction, such as customer satisfaction score and net promoter score, and different ways to distribute surveys, such as embedding it into signatures or sending it out automatically after a ticket is resolved. It is important to ask follow-up questions and organize the feedback to make sense of trends and take action accordingly.
Customer satisfaction survey questions
Customer satisfaction surveys are an effective way for businesses to assess how satisfied their customers are with their products, services, or processes. Studies have shown that a dissatisfied customer will tell others about their negative experience with a business, and it takes an average of 12 positive experiences to make up for one unresolved negative experience. Customer satisfaction surveys can help identify areas that need improvement and what works well. These surveys can include different types of questions, such as multiple-choice and open-ended, and should be kept short and optimized for mobile devices. Valuable feedback can be obtained by asking general or product-specific questions, such as overall satisfaction, usage, pricing, and customer service. By implementing customer satisfaction surveys, businesses can provide a better experience for their customers and increase the likelihood of repeat business.
