MakeForms is a powerful survey maker designed to help you create Customer Effort Score (CES) surveys quickly and easily. With MakeForms, you can create custom surveys that align with your business’s branding and ask relevant questions tailored to your customers’ experiences. By using MakeForms, you can enhance your understanding of your customers’ interactions with your business, improve customer satisfaction, and boost loyalty.Build CES Survey Now
Customer Effort Score (CES) is a metric used to measure the ease of customer interactions with your products, services, or support. By understanding how much effort customers need to expend to resolve their issues, companies can identify areas for improvement and increase customer satisfaction and loyalty.
CES can be calculated using a single question survey that asks customers to rate their experience on a scale. A common question is: “On a scale of 1-7, how easy was it for you to resolve your issue with our company?” The score is then calculated by averaging the responses, with higher scores indicating lower customer effort.
While both CES and Customer Satisfaction Score (CSAT) measure customer satisfaction, they focus on different aspects. CES evaluates the ease of interaction, while CSAT measures overall satisfaction with a product or service. CES is particularly useful in identifying friction points that may not be evident in CSAT surveys, enabling businesses to address specific issues and streamline the customer experience.
Net Promoter Score (NPS) measures customer loyalty and the likelihood of customers recommending your business to others. While CES focuses on ease of interaction, NPS emphasizes the overall relationship between customers and your business. Both metrics are valuable, but they serve different purposes. Companies should use CES to improve customer experiences and NPS to gauge brand loyalty.