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Customer Effort Score (CES)

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.

FAQ

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 to your 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 appropriate software.

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