CES Follow

The CES (Customer Effort Score) is a key metric used to measure how easy it is for customers to interact with your company, typically after a support interaction or product experience. It helps assess the overall effort a customer had to put in to get their issue resolved or complete a task. The lower the effort, the higher the likelihood of customer satisfaction and retention. In surveys, the CES question type presents a rating scale where users can indicate how easy or difficult their experience was. This provides valuable insights for improving customer service processes and product usability.

Topics Covered:

• Adding a CES Element to Your Survey
• Practical Use Case

Adding a CES Element to Your Survey

To include a CES question in your survey:

• Navigate to Surveys from the left side under Outreach.
• Open your survey from the Survey listing screen.

• Create a New Survey or open an existing one.

• Click Add Element.

• Then select the CES question type.

• Once you have selected the CES element, you'll need to provide the following information:

  • Question: This is the text that will be displayed to the survey respondent.
  • Color: Choose a color theme from a predefined set associated with rating-type fields.
  • Lowest Scale Value Label: Enter text that defines the lower end of the scale (e.g., "Very Difficult").
  • Highest Scale Value Label: Enter text that defines the higher end of the scale (e.g., "Very Easy").
  • Actions
    • Mark Required: Decide whether the question should be mandatory for the respondent.
    • Capture Value in Salesmate Field: If you'd like to store the response in a specific field inside Salesmate. You can choose an Integer or Decimal field from your Salesmate account to map this response to, and the field will be updated based on the customer's response.
  • Follow-up Questions: You can configure follow-up questions based on the score provided—targeting detractors (1 to 3 rating), passives (4 to 5 rating), and promoters (6 to 7 rating). This helps gather more contextual feedback.

Practical Example

A CES question can be used after a customer support interaction to measure how easy it was for the customer to get their issue resolved. It helps identify friction points in your support process and improve customer experience.

Question: How easy was it for you to get the help you needed?