Ensure your customers have friction-less interactions by measuring the effort in seeking service or support. Also find out the detailed reason for the score your customers selected by using the follow-up question for more context.
Customers simply want their problems resolved as soon as possible and as conveniently as possible. CES measures customer effort so that you can reduce friction for a more seamless experience and offer your customers a simpler solution.
Here are the reasons to use a detailed CES template:
Reduce the spread of negative word of mouth
Reduce the cost of customer service
Improve user experience
Get started right away with a free trial.
The Detailed CES Survey Template is a free template available in Zonka Feedback. To use this, follow these steps.
Create your free trial account at Zonka Feedback
From the onboarding screen, choose ‘Product Experience’
From the templates on the right-hand side, choose ‘Helpdesk & Agent Feedback’. Choose CES, and choose Detailed CES, Preview the Template and if you’re happy with the questions, click on ‘Use this Template’
Now you can edit and customize the survey, add or modify questions, themes, languages and survey settings.
Once your survey is ready, you can distribute the survey to your users and customers to gather their feedback.
Create detailed CES surveys with Zonka Feedback to engage your customers and increase customer loyalty. Once you've created your survey, you can easily distribute it to your customers by using Tablets, SMS, Email, Widgets, and other methods.
Utilize survey triggers to send NPS at the appropriate time and gauge customer loyalty. You can use Zonka Feedback to schedule CES surveys, trigger CES surveys after an event, and automate CES surveys on the website and in-app.
The following questions are included in this Detailed CES Template.
To what extend do you agree or disagree with the following statement. The company made it easy for me to resolve my issues.
We’re sorry to hear that you had issues in getting your issues resolved. In your opinion, how could we have done better?
Great to know that you had a good experience while getting your issues resolved. Could you choose the one thing that worked great for you?
Thank you for sharing your feedback. What in your opinion can we do better to improve your experience?
A CES assesses how simple it is for customers to interact with your company, whether they're placing an order, troubleshooting a problem, or asking a question.
It usually includes one Opinion Scale question that collects the ease-of-use score, as well as an optional quantitative question that collects more detailed feedback.
Your total Customer Effort Score is the average of all your respondents' scores. This indicates how easy your product or service is to use and identifies areas for improvement.2. How is CES customer effort score calculated?
The CES score is calculated by averaging all responses. This is accomplished by dividing the total number of responses by the total number of survey respondents. Here's the formula: (Total sum of responses) (Number of responses) = CES score.
3. Where can I use this Detailed CES Survey template?
You can use a QR code at your touchpoint. Another method is to send an email or SMS survey to the customer once the service is completed. If you don't have access to the internet, you can conduct offline surveys using kiosks, mobile devices, or tablets.