Similar to the Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), CES comes in the form of a concise survey. We ask the customer to rate the accuracy of the statement: “The organization made it easy for me to handle my issue.” Customers can choose one of the following options: Strongly Disagree/ Disagree/ Somewhat Disagree/ Neutral/ Somewhat Agree/ Agree/ Strongly Agree. The CES is then calculated by aggregating the replies.
CES can be useful when determining areas of a product to improve or which company touchpoints need an overhaul. It is a complimentary metric to the other Voice of the Customer KPIs.
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