Drive high levels of customer experience by understanding your customer’s ease of service experience.
What is Customer Effort Score
Customer Effort Score, more commonly known as CES, is a CX metric that helps that measures how easy it is for a customer to do business with you
CES allows you to-
- measures a product or service’s ease of use to customers.
- check the amount of effort a customer had to exert to use a product or service.
- Optimize around a single customer metric
- Benchmark your company’s score against those of competitors
How to create a CES Survey
A well-structured and optimized survey helps in creating an authentic CES survey. It also matters to the company how the survey is structured as it helps to increase the response rate and get feedback from your customers with ease.
- Start off the survey with a demographic question.
- Move on to the actual CES question.
- Add a section asking for the reason for the score provided by the customer.
- End the survey with permission to follow up with the customer.
In order to get authentic results from a customer effort score survey, it is essential for you to design your whole survey strategically and not just the CES question.
Omnichannel Survey Distribution
Reach out to your consumers on their preferred devices and platforms to better understand how they feel about your brand. With Survey2Connect, you can run your CES surveys through-
- Text or SMS
- Native Apps
- Social Media
- Offline survey campaigns
Access Automated In-Built CES Analytics by S2C
No need to export standardized reports to analyze data and develop CES insights on your own. With S2C’s customer effort score tool you get in-built analytics, which is custom-designed for your industry, you can now map your complete customer experience journey.
- Generate role specific dashboards
- Conduct CES analysis with diverse variables
- Use pre-configured reports for fast decision making
Design CES surveys according to your brand needs
Use S2C’s agile survey design platform to build your very own CES surveys within seconds. Select the variables, metrics, and scale that you want to use while interacting with your customers.
- Make use of S2Cs survey templates to capture critical data
- Design surveys compatible with multiple communication channels
- Distribute surveys across relevant touchpoints with speed and precision
Analyze the ease of your customer experience using the easiest survey software out there.
Why Choose Survey2Connect
Build the best-in-class customer experience using S2C
Localized Data Centers
Text Sentiment Analytics
The world’s best brands turn To S2C for CX
Digital research solutions designed to manage your on-field and off-field research. Use S2C’s customizable survey tools, AI enabled analytics with intuitive reporting and panel management for superior results.
Test your brand’s perception and predict brand performance by capturing real customer insights. Build brand experiences that are delightful and can lead to loyal customer relationships.
Tap into the employee pulse of your organization with S2C’s employee experience management solutions. Capture 360 degree feedback and enhance employee engagement organically.
Access globally distributed customer segments to generate realistic market insights. Gather customer inputs from diverse channels on an integrated platform to devise analytics based actions.