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When it comes to measuring Customer Effort Score (CES), the CES metric offers an extensive range of scales that help you to collect data in an exciting manner from your customers without boring them.
Note - Different types of CES surveys can change the way you calculate and score of surveys.
4 Major Types of Customer Effort Score Scales:
- The 1-7 Scale: CES 2.0
- The Likert Scale
- The 1-5 Scale
- The Emotion Face Scale
1. The 1-7 Scale Survey: CES 2.0
Here in this type of CES Survey, respondents are asked to rate their experience on the basis of simple question “To what extent do you agree or disagree with the following statement:
[Company / department] made it easy for me to handle my request?” Here respondents are provided with the scale ranges from 1-7 to rate their effort experience.
1 = Strongly Disagree
2 = Disagree
3 = Somewhat Disagree
4 = Undecided
5 = Somewhat Agree
6 = Agree
7 = Strongly Agree
This is also known as CES 2.0. Here in this scale range, a 1-3 segment (Strongly Disagree to Somewhat Disagree) will be associated with negative results, whereas the 5-7 segment (Somewhat Agree to Strongly Agree) represents positive results.
2. The Likert Scale Survey
In this survey type, customers are provided with the “Strongly Agree/Disagree”, “Neutral”, and “Agree/Disagree” scale to choose according to the level of effort they put in to get their queries resolved. It can also be represented with different color codes like: Red color = Strongly Disagree and Green color = Strongly Agree.
3. The 1-5 scale Survey
Here in this type of CES Survey, respondents are provided with the 5 options:
1 = Very low effort
2 = Low effort
3 = Neutral
4 = High effort
5 = Very high effort
In this case, you will get a CES between 1 and 5, lower the score, better will be the results.
4. Emotions Face Survey
It is important for a Surveyor to make his survey intuitive enough to get a high response rate. Here Emotions Face metric helps you to make your survey spontaneous and entices your respondents to quickly answer it.
Here in this survey, recipients will be provided with 3 emotions:
- Happy Face = Low Effort
- Neutral Face = Neutral Effort
- Unhappy Face = High Effort