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Customer Experience

20 Customer Effort Score (CES) Tools 2022

20 Customer Effort Score (CES) Tools 2022

Achieving customer loyalty is dependent not only on the quality of the product and services; it is also impacted by the level of effort your customers are put in with you. That's why 96% of customers become disloyal with the companies or businesses where they've put extra effort in solving their queries while interacting with the company. You can easily measure your customers' effort with a Customer Effort Score.

CES (Customer Effort Score) is a popular Customer Experience Metric that measures the effort level customers are putting in to interact with you to get their queries solved. The metric came into the limelight when Harvard Business Review emphasized the importance of measuring effort scores than delighting your customers. You can easily measure the Customer Effort Score through CES Survey Tool.

Read the Customer Effort Score Guide to explore more about CES.

We've compiled the top CES Survey tools list to help your customer support team create and manage CES surveys through a single dashboard. But before diving into the list, let's first see what you should consider before choosing the best CES tool.

Features of a good CES Survey Tool

Before going to any conclusion, you should check whether your tool has the following features or not:

  1. Ability to add follow-up questions - Pick a tool that enables you to pose different follow-up questions as per customers' scores. The responses to these questions help you discover the customer service issues and understand the customers' painpoints.   

  2. Ability to integrate into your helpdesks - CES measures customer service and is ideally linked to customer service agents. So choose a CES tool that easily connects to your helpdesks and integrates with tools like Zendesk, Freshdesk, Intercom, Help Scout, Groove, and more. 

  3. Ability to get real-time CES reports - Pick a tool that provides an insightful summary and analysis of CES responses in the form of a survey snapshot report.

  4. Ability to collaborate with team members - Your CES tool should have a collaborative inbox that allows your team members to view CES reports in real-time. 

  5. Ability to sync with helpdesk - Choose the CES platform that automatically syncs your tool to the helpdesk and lets your customer service agents see their feedback.

  6. Ability to measure other CX metrics - You cannot use all three CX metrics - CES, CSAT, and NPS ideally in the same survey but choose that survey tool that allows you to use these and has good analytics for them.

1. Zonka Feedback

Zonka Logo

Price: $39/mo
Review Score (Capterra): 4.9/5
Ease of Use (g2): 9.4/10
Free Trial: 7 days

Zonka Feedback is a world-class CES Tool that enables you to create audience-appealing CES Surveys to measure and improve customer effort. With, Zonka Feedback you can easily trigger CES Surveys post every transaction and interaction to know customer feedback at specific touchpoints.

Features:

  • Allows you to segment customers as high effort, low effort, and medium effort
  • Get notifications for high effort customers to resolve issues
  • View CES Trends and details CES reports
  • Compare CES across various locations
  • Compare CES over time 

2. Delighted

delighted

Price: $224/mo
Review Score (Capterra): 4.9/5
Ease of Use (g2): 9.0/10
Free Trial: 7 Days

Delighted's user-friendly customer experience management platform allows you to measure and reduce customer effort. With their professional CES survey templates available in 37 languages, you can effortlessly measure CES globally.

Features:

  • Provides mobile-optimized CES surveys

  • Ensures custom options - button style, colors, subject line, logo, etc

  • Offers survey builder to customize survey questions like the Likert scale, rating, emoticons, and Thumbs

  • Provides automation to set up email alerts for responses

  • Offers visualize survey results with graphs

3. SurveyMonkey

5. SurveyMonkey-1

Price: $25/mo
Review Score (Capterra): 4.6/5
Ease of Use (g2): 9.0/10
Free Trial: No information available

SurveyMonkey captures real-time customer service feedback with the help of mobile responsive CES surveys. In addition, it provides 100 experts survey templates and an extensive range of follow-up questions. SurveyMonkey is packed with other features like filters, tags, data trend reports to turn your survey response into insightful data.

Features:

  • Provides a platform for single and multiple users

  • Offers pre-built 200 survey templates (including CX Metrics)

  • Provides a secure platform to perform A/B tests

  • Offers different versions of surveys, a snapshot of responses with charts and summary reports

4. Qualaroo

3. qualaroo

Price: Available on request
Review Score (Capterra): 4.5/5
Ease of Use (g2): 9.0/10
Free Trial: 14 Days

Qualaroo is a SaaS-based survey tool that allows you to capture CES feedback on the Website & App, Product, and UX via Qualaroo-Nudges. Qualaroo helps designers, developers, and project managers quickly conduct CES Surveys at a transactional level to gauge real-time customer experience. The tool also assists you in performing sentiment analysis based on positive, negative, neutral, and other attribute expressions like anger, disgust, sadness, fear, and joy.

Features:

  • Provides expert templates available for Customer and User Experience

  • Provides 10+ question types

  • Enables you to create unique CTA  

5. Retently

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Price: $99/mo
Review Score (Capterra): 4.9/5
Ease of Use (g2): 9.3/10
Free Trial: 7 Days

Retently is an effective business tool that enables you to conduct and send CES surveys via email. It offers features like audience segmentation, real-time feedback, automatic scheduling, multilingual surveys, response alerts, instant analytics, and close feedback loop management. It also facilitates you with offers features like audience segmentation, real-time feedback, automatic scheduling, multilingual surveys, response alerts, instant analytics, and close feedback loop management.

Features:

  • Creates Customize survey template's styling and language

  • Ensures A/B testing of subject lines

  • Keeps track of survey statuses

  • Creates custom workflows

  • Provides options to set and receive notifications on Email and Slack channels

6. Qualtrics

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Price: Available on request
Review Score (Capterra): 4.8/5
Ease of Use (g2): 8.5/10
Free Trial: No Free Trial

Qualtrics, a reliable customer experience management system, allows you to measure and optimize the customer experience. With 50+ expert crafted survey templates, 100+ survey question types, you can make your surveys audience appealing and help you to drive responses quickly. Qualtrics is also known for its core analytics capabilities. It provides you AI tools to analyze the survey responses via a wide range of visual data, including 30+ graph types. Moreover, it turns your complex customer data into valuable information.

Features:

  • Provide customized surveys with 20+ variables

  • Creates & tests online and offline surveys

  • Provides visual data with 30+ different graph types

  • Improves survey quality & boosts responses with AI tool

7. HubSpot

2. HubSpot-Logo

Price: $400/mo
Review Score (Capterra): 4.5/5
Ease of Use (g2): 8.6/10
Free Trial: 30 days

HubSpot offers a set of feedback tools that allow you to create and conduct CX metrics - CES, NPS, and CSAT. Besides CES feedback management, HubSpot keeps track of all the feedback data in one dashboard through a responsive inbox. Subsequently, it helps you take significant actions to reduce the customer effort and improve customer experience over time.

Features:

  • Ensures user-friendly customizable CX Metrics platform

  • Provides bots to manage 1-1 customer communications

  • Ensures panel that automates customer service issues

8. Hotjar

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Price: $25/mo
Review Score (Capterra): 4.6/5
Ease of Use (g2): 9.0/10
Free Trial: No, but a free version is available

Hotjar primarily works as an NPS feedback tool and lets you take CES feedback at different touchpoints. Hotjar also works as a testing and behavior analytics tool with feedback software. Hotjar provides insightful reports in interactive heatmaps, conversion funnels, form analytics, and visitor recording.

Features:

  • Provides a platform for single and multiple users

  • Offers pre-built 200 survey templates

  • Provides a secure platform to perform A/B tests

  • Offers different versions of surveys, a snapshot of responses with charts and summary reports

9. Mopinion

Mopinion_logo

Price: $229/mo
Review Score (Capterra): 4.1
Ease of Use (g2): 8.5
Free Trial: 14 Days

Mopinion is a Voice of Customer (VoC) tool that enables you to create, collect, and analyze real-time CES feedback from websites with just a click of a button. Mopinion is equipped with different features like audience segmentation, collaborative response inbox, advanced analytics & reporting module. Moreover, these features make Mopinion a comprehensive website feedback tool.

Features:

  • Enables you to manage negative feedback

  • Allows you to do text & sentiment analysis

  • Enables you to segment your customers efficiently

10. InMoment

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Price: $89/mo
Review Score (Capterra): 4.6/5
Ease of Use (g2): 8.8/10
Free Trial: 7 Days

If you want to create and conduct micro surveys to collect CES feedback, InMoment (earlier Wootric) is a great option for you. InMoment provides advanced CX metrics (CES, NPS, and CSAT) and a data analytics system that automates the process of data analysis. InMoment supports other features like custom filters, response alerts, and real-time reports.

Features:

  • Offers multi-channel and multilingual platform

  • Enables you to trigger surveys based on events, set custom parameters for surveys

  • Provides segments and filter options to compare metrics

11. QuestionPro

questionpro-logo

Price: Starts at $85 per month
Review Score (Capterra): 4.5/5
Ease of Use (g2): 8.8/10
Free Trial: 10 Days

QuestionPro helps you create efficient surveys, polls, and quizzes within a span of a few minutes. It consists of numerous tools that enable you to analyze CX metrics data. The unique report module and robust analytics help you understand your customers' sentiments and experiences in an enhanced way. QuestionPro also enables you to secure data by following the privacy and regulatory standards such as ISO, GDPR, HIPAA, FERPA, and PCI/DSS compliant.

Features:

  • Enables you to create multilingual online and offline surveys

  • Offers 250+ customized survey templates

  • Provides pre-built 30+ question types and 95+ languages

  • 22+ million double opt-in and mobile-ready panelists

12. SurveySparrow

SurveySparrow-1

Price: $19/mo
Review Score (Capterra): 4.5/5
Ease of Use (g2): 8.8/10
Free Trial: No, but a free plan is available (collects 2500 responses)

SurveySparrow is an omnichannel experience management survey tool that captures the quality and quantitative CES feedback from your customers and employees at all touchpoints. SurveySparrow provides a conversational interface that creates and shares mobile-first surveys that provide a chat-like experience.

Features:

  • Provides a conversational interface with features like survey templates

  • 20 font families, 8 question types, survey logics, 1500+ integrations, GDPR compliant, etc.

  • Provides 8 question types, 20 font families

  • Provides conditional and skip logic

  • Enables you to manage multiple accounts under a single account

  • Supports GDPR compliant

13. Typeform

2560px-Typeform_Logo.svg

Price: $35/mo
Review Score (Capterra): 5/5
Ease of Use (g2): 9.7/10
Free Trial: Yes, No information is available on the website regarding no. of days.

A drag-and-drop interface feature makes Typeform a hassle-free CX metrics survey tool that enables you to create white-label customized surveys and quizzes. Typeform helps you to distribute surveys via online survey links. Typeform dashboard provides simple analytics and survey reporting.

Features:

  • Creates mobile-optimized surveys

  • Offers 500+ integrations with web apps

  • Allows you to export and import data

14. SoGoSurvey

SGS_new_logo

Pricing: $24/mo
Review Score (Capterra): 4.7/5
Ease of Use (g2): 9.0/10
Free Trial: 10 Days

Backed by SoGoCX and SoGoEX, SoGoSurvey provides a secure platform to measure customer and employee experience. SoGoSurvey offers engaging survey templates for CES, NPS, and CSAT. SoGoSurvey incorporates powerful features such as a diverse set of question types, branded URL, segmentation and sentiment analysis, and much more.

Features:

  • Enables you to create multilingual surveys and forms

  • Offers white-label surveys

  • Provides advanced design options - skip logic & branching

15. NiceReply

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Price: $49/mo
Review Score (Capterra): 4.7/5
Ease of Use (g2): 9.4/10
Free Trial: Yes

Nice Reply's CES tool helps you conduct, distribute, manage, and track the Customer Effort Score across all touchpoints. Besides all of this, you can also closely monitor feedback and spot dissatisfied customers, view reports with charts, time filters, and comparisons.

Features:

  • Provides Complaint Monitoring

  • Facilitates you to track your customer engagement

  • Provides automated workflows & push notifications to manage negative feedback

16. Survicate

survicate-logo-vector

Price: $49/mo
Review Score (Capterra): 4.9/5
Ease of Use (g2): 9.3/10
Free Trial: No, but a free plan is available (collects 100 responses)

Survicate helps you to capture CES feedback through Buttons or widgets and tracks other CX metrics feedback from various sources. Users can create and edit CES surveys and distribute them via various channels. Apart from website and mobile surveys, it also creates chat surveys and gathers real-time insights from the customers while talking to them on chat.

Features:

  • Ensures customized mobile responsive surveys

  • Provides custom CSS, 50+ survey templates

  • Provides conditional logic system

17. Jotform

jotform-logo-white-400x200

Price: $79/mo
Review Score (Capterra): 4.3/5
Free Trial: Upto 30 Days

Jotform is a powerful survey builder and a Voice of Customer (VoC) tool that enables you to create CES feedback forms. Supported with many features, Jotform enables you to create audience-appealing CES surveys to gather website feedback. Jotform supports powerful integrations that enable you to build a better workflow.

Features:

  • Provides collaboration Tool

  • Offers conditional logic & branching 

  • Allows you to export and import data

18. SatisMeter

satismeter-logo-borderless

Price: $49/mo
Review Score (Capterra): 5/5
Ease of Use (g2): 9.8/10
Free Trial: Yes

SatisMeter is an in-app customer feedback software that focuses solely on capturing the CX metrics - CES 2.0 and NPS based on specific usage patterns. SatisMeter makes it easy for you to understand real-time customers' efforts with the CES survey conducted through web apps, mobile apps, and email. Satismeter provides real-time analytics that enables your team to see customer responses and collaboratively resolve the issues.

Features:

  • Enables you to do customer segmentation

  • Offers customizable forms

  • Ensures data import/export without any loss of data

  • Enables you to negative feedback management

19. Alchemer (Survey Gizmo)

alchemer_logotype_gold_formerly_big

Price: $25/mo
Review Score (Capterra): 4.5/5
Ease of Use (g2): 8.8/10
Free Trial: 7 Days

Alchemer (Survey Gizmo) is an enterprise-grade CES & NPS survey tool used by startups and Fortune 500 companies. Alchemer is also known for its automation capabilities, like sending emails/notifications based on numerous responses. Alchemer helps you improve the customer experience at every touchpoint and reduce customer effort.

Features:

  • Provides 40+ Built-in Question Types

  • Enables you to set up email alerts

  • Provides security standards such as HIPAA, GDPR, PCI, etc.

  • Provides custom workflows to assign issues and take an instant action

20. Crowdsignal

logo-crowdsignal

Price: $25/mo
Review Score (Capterra): 3.7/5
Ease of Use (g2): 8.8/10
Free Trial: No, but a free plan is available (collects 2500 responses)

Crowdsignal offers a drag and drops feature to create polls, quizzes, and surveys in a few minutes. It's easy to customize your CES surveys and give them a look and feel as per the brand image. The tool allows deploying the surveys and polls on all the customers' channels on WordPress, Twitter, Facebook, or even their emails. There's a feature available to export poll and survey data to apps like Google Sheets and Excel.

Features:

  • Enables you to create multilingual surveys

  • Allows you to create custom survey styles with CSS editor

  • Provides pre-built 14 question types, option to add a brand name in URL

  • Provide reCaptcha verification

Published on Jan 04, 2022. Updated on Oct 10, 2022.



Archit

Written by Archit

Jan 04, 2022

Experienced Content Writer and Strategist, been in the IT industry for the last 7 years. Associated with the Zonka Feedback. Passionate about writing customer experience, customer satisfaction, customer feedback, and Net Promoter Score.

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