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Categories Metrics
Created by Guest
Created on Nov 29, 2023

CES: Customer Effort Score - Analytic metric

Description of the Feature:

The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues.

It is a survey post-interaction with customers asking something like "On a scale from very easy to very difficult, how easy was it to interact with [Company/Product/Service]?"

To increase customer Loyalty: The underlying principle of CES is that customers are more loyal to a product or service that is easier to use

Functional Requirements:

  1. Survey Implementation: Ability to send a CES survey post-interaction with customers

    1. Something like "On a scale from very easy to very difficult, how easy was it to interact with [Company/Product/Service]?"

  2. Data Collection & Analysis: Automated collection and analysis of CES data, with integration into the existing analytics dashboard.

  3. Customizable Surveys: Provide customization options for the CES survey, including language and scale (e.g., 1-5, 1-7).

  4. Advanced Reporting Features: Include visualization tools for trend analysis, comparative metrics, and detailed insight drill-down.


  • Enhanced customer insight: CES will offer a direct measure of customer experience quality related to a support service efficiency.

  • Operational Insights for targeted Improvements: Identifying high-effort areas allows for targeted improvements, enhancing overall customer satisfaction and loyalty.

  • Competitive Edge: Staying abreast of industry-standard metrics like CES ensures a support team remains competitive and ahead in customer experience management.

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  • Guest
    Nov 29, 2023

    This would be fantastic!!!