CES Module

As a survey platform, SurveySparrow has a CES module to help businesses collect and analyze customer effort scores efficiently. This module can be accessed when a user starts a new form/ survey. It includes features such as customizable and conversational CES survey templates with multiple question types and designs, real-time reporting, and analytics to help businesses identify areas where they can reduce customer effort and improve the overall customer experience. The data can also be integrated with other visualization tools, like Power BI for analysis.

Benefits:

• Provides an efficient and standardized way to measure customer effort.
• By gaining insights into the factors contributing to customer effort, businesses can identify pain points in their processes or interactions.
• The flexibility to integrate CES surveys into various touchpoints of the customer journey helps in obtaining a comprehensive view of customer experiences.

Customer Journey Map

The template allows you to create a visual representation of the customer journey. This feature enables you to map out and analyze the customer experience across multiple touchpoints. By understanding how customers interact with your product or service at various stages, you can identify areas of improvement and ensure a seamless and memorable experience.

Benefits:

• Visualize the entire customer journey.
• Identify pain points and areas for improvement.
• Stay in touch with customers throughout their interaction with your brand.

Rating Type Questions

It provides versatile options for collecting ratings through various types of rating scales and slider-type questions. Additionally, you can use matrix-type rating questions to gather information about different parameters in a single question. This flexibility allows you to tailor your survey questions to specific interactions and scenarios.

Benefits:

• Collect ratings in multiple ways (scales, sliders, matrices).
• Customize rating questions for specific touchpoints.
• Gather detailed information about various aspects of the customer experience.

Executive Dashboards

Executive dashboard provides a comprehensive view of your survey data. The dashboards are designed to be user-friendly and interactive, allowing executives and decision-makers to gain insights at a glance. You can analyze CES scores, trends, and other key metrics in real-time, facilitating data-driven decision-making.

Benefits:

• Real-time visibility into CES scores and trends.
• User-friendly interface for executives.
• In-depth analysis of survey data for informed decision-making.

Interactive and User-Friendly Design

The platform offers a smooth and engaging experience for survey respondents, ensuring higher completion rates. The user-friendly design extends to both the creation of surveys and the analysis of survey results, making it easy for users to navigate and derive actionable insights.

Benefits:

• Enhanced respondent engagement and higher completion rates.
• Easy and intuitive survey creation process.
• User-friendly interface for analyzing survey results.

Website Embed

With SurveySparrow’s Website Embed feature, you can seamlessly embed surveys anywhere on your website. Whether as a pop-up card, a chatbot, or inline within your site’s content, you can collect actionable data from visitors. This feature enables you to gather feedback from customers while they are actively engaging with your website, helping you understand their experience in real-time.

Benefits:

• Collect feedback directly from website visitors.
• Embed surveys as pop-ups, chatbots, or inline for flexibility.
• Obtain actionable data to improve the overall website experience.

FAQs about Customer Effort Score

What is Customer Effort Score (CES)?

CES is a metric that measures the amount of effort customers exert to interact with a product or service. It is designed to assess the ease or difficulty customers experience during various touchpoints in their journey with a brand.

Why is CES important?

CES is crucial because it provides insights into the ease of customer interactions. A high CES indicates a user-friendly experience, fostering customer loyalty, while a low CES suggests potential issues that may lead to customer dissatisfaction and churn.

Check this Customer Exit Survey Template out!

How is CES different from other customer experience metrics like NPS and CSAT?

CES measures the effort customers put into interactions, while Net Promoter Score (NPS) gauges customer loyalty, and Customer Satisfaction Score (CSAT) measures overall satisfaction. Each metric provides a unique perspective on the customer experience.

When should I use CES surveys?

CES surveys are most effective when conducted after specific customer interactions, such as product purchases, customer support interactions, onboarding sessions, or reading knowledge base articles. They can be both transactional and relational in nature.

What are some examples of CES survey questions?

Examples of CES questions include:
“On a scale of 1–7, how do you agree that [company name] made it easy for me to solve my issue today?”
“How much effort did it take to solve your problem?”
“How easy was it to handle your request with [company name]?”
“On a scale of 1-10, how much effort did you personally have to put forth to resolve your issue with [product or service]ce]?”
“Thinking about your most recent experience, how straightforward was it to get the assistance you needed from [company name]?”
“Did [company name] make it simple for you to navigate through their website or app and find what you were looking for?”
“On a scale of 1–5, how would you rate the level of effort required on your part to complete your purchase/service with [company name]?”

How is the CES score calculated?

The CES score is calculated by summing up all the ratings given by users and dividing it by the total number of responses. The result is then multiplied by 100 to get the CES percentage.

Can CES surveys be both transactional and relational?

Yes, while CES surveys are mainly transactional, relational CES surveys can be conducted periodically to obtain an average customer effort score over time.

What are some best practices for conducting CES surveys?

Best practices include avoiding complex questions, adding open-ended questions for detailed feedback, optimizing surveys for mobile devices, and automating surveys to trigger after various customer interactions.

How can I analyze CES survey results?

CES survey results can be analyzed using customer feedback software with reporting features. You can view graphical representations, filter insights based on time and completion rates, create custom widgets, and export reports for further analysis.

Is there a recommended scale for CES surveys?

CES surveys typically use a 7-point Likert scale ranging from ‘Very Difficult’ to ‘Very Easy’ or ‘Strongly Disagree’ to ‘Strongly Agree.’ The scale points can be adjusted based on specific survey requirements.