CES - Customer Effort Score
under review
C
Chip Seelig
Customer Effort Scores (CES) is a type of question that measures the effort customers have to make when completing a transaction, solving a support issue, or interacting with your company in general.
A survey option with a Likert scale which asks - "How easy was it to submit your issue today?" Or, "How easy was it to interact with our service desk?"
Eben Marks
under review
B
Bobby Jacobs
This is the future. It gives way more insight than CSAT and it separates the review from the technician, which is important to get honest feedback. "how hard was it to work with x today?" "what was the hardest part of working with us today?"