It is a customer service metric that shows how easy or difficult it is for the customers to communicate with a company or it's product domain. The easier it is for them to ask queries, refund, or anything related to the product, the more loyal they are.
We recommend sending CES surveys right after an interaction with the product such as a purchase or subscription or immediately after an interaction with customer support. Otherwise, you can send CES surveys on a quarterly basis.
Yes, you can. Schedule email reminders to partial or non-respondents, customize the email message, and you're good to go!
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While you measure customer ease with our Customer Effort Score Survey Questions, check out some of our other templates that can help drive better customer experience overall. Try them out for FREE!