AI-driven CES Survey Software To Measure & Improve Service Performance

Customer Effort Score (CES) is a CX metric that measures how much effort a customer must exert to interact with your business—whether resolving issues, making purchases, or getting support.

• Lower CES scores indicate seamless, frictionless experiences, leading to customer satisfaction and loyalty.
• Higher CES scores suggest friction points that may cause negative feedback and increase the likelihood that customers cease future purchases.

Tracking CES insights helps businesses identify friction points, improve customer interactions, and streamline processes for a better customer journey.

Zonka Feedback’s CES survey software enables businesses to collect insights and measure customer effort efficiently.

• Deploy CES surveys across multiple channels, including email, SMS, website, in-product, mobile apps, and live chat.
• Trigger surveys after critical interactions, such as support ticket resolutions, product purchases, and account onboarding.
• Analyze CES survey results with advanced analytics, including CES ratings, trends, and sentiment analysis.
• Integrate with CRMs, helpdesks, and marketing tools for seamless feedback collection and follow-ups.

Zonka Feedback provides actionable insights to help reduce customer effort, improve customer sentiment, and create happy customers.

CES surveys should be strategically timed to capture accurate, contextual feedback. Ideal moments to trigger surveys include:

• After a customer support ticket is closed, assessing the effort required to resolve an issue.

• Immediately after a transaction or checkout, measuring how effortless the purchase experience was.

• Post-onboarding, evaluating the ease of understanding your product/service.

• After customers use a self-service tool to see if they got their answers effortlessly.

By distributing surveys at the right time, businesses can identify high-effort interactions and streamline processes to enhance the customer experience.

Zonka Feedback offers flexible pricing plans for businesses of all sizes. Pricing varies based on:

• Number of survey responses

• Users and admin controls

• Access to advanced analytics and automation

• Integration options with CRMs, helpdesk systems, and marketing tools

A 14-day free trial is available for businesses looking to explore core features before upgrading. Visit the pricing page for detailed plans.

Zonka Feedback seamlessly integrates with multiple helpdesk systems, CRM platforms, and automation tools, including:

• Zendesk, Freshdesk, Salesforce, HubSpot (trigger CES surveys after support interactions).

• Slack & Microsoft Teams (send CES feedback alerts to support teams).

• Zapier & API-based custom integrations (connect with existing systems for automated workflows).

With custom integrations, businesses can trigger surveys, automate feedback loops, and analyze CES data within their existing tech stack.

Yes! Zonka Feedback allows you to embed CES surveys directly in email surveys, making it easy for customers to respond with a single click.

• Higher response rates as users can answer directly in the email.

• No redirects, ensuring a seamless customer experience.

• Custom branding and personalization to align with your brand.

By embedding CES feedback collection within emails, businesses can reduce survey fatigue and collect more customer insights efficiently

Yes, Zonka Feedback integrates with helpdesk systems like Zendesk, Freshdesk, Intercom, and Salesforce, allowing you to:

• Trigger CES surveys immediately after support tickets are resolved.

• Measure customer effort score survey results for each support interaction.

• Analyze agent performance and track CES scores by team, department, or location.

• Automatically escalate low CES scores to managers for quick resolution.

This ensures customer support teams have actionable feedback to improve service delivery and response efficiency.

Zonka Feedback provides CES feedback insights to measure how well customer support teams handle interactions.

• Agent Performance Reports help identify top-performing agents for recognition.

• Low CES scores highlight areas where agents need training or process improvements.

• Customer sentiment analysis reveals recurring friction points in support workflows.

Tracking CES ratings over time enables managers to reward satisfied customers' experiences and refine support processes.

Yes! Zonka Feedback’s CES survey software allows businesses to:

• Trigger alerts when customers feel an interaction required too much effort.

• Send follow-up questions for additional feedback from dissatisfied customers.

• Escalate cases with low CES scores to management for intervention.

• Distribute surveys strategically to prevent excessive feedback requests.

Automation ensures businesses address customer concerns in real time and maintain a proactive feedback loop.

Zonka Feedback’s advanced analytics provides businesses with:

• Real-time CES survey results for data-driven decision-making.

• Trend analysis to monitor improvements in customer effort over time.

• Agent-wise and team performance tracking.

• Custom dashboards with actionable feedback insights.

These reports help businesses analyze CES survey results, identify friction points, and optimize customer interactions.

Yes! Zonka Feedback allows you to create multiple CES surveys with:

• Custom branding and dynamic logic.

• Survey creation tailored to different customer journey touchpoints.

• Multiple languages support for global audiences.

• Automated workflows to trigger recurring CES surveys.

This ensures businesses collect CES feedback across diverse interactions while maintaining survey relevance.

Absolutely! Zonka Feedback supports:

• Conditional logic to show personalized follow-up questions.

• Targeted surveys for low Customer Effort Score, capturing detailed feedback.

• Automated follow-ups to improve the feedback loop.

These features provide contextual feedback and more relevant insights to enhance customer experience.

• CES measures effort in completing a task.

• CSAT evaluates customer satisfaction with a specific interaction.

• Net Promoter Score (NPS) tracks customer loyalty and advocacy.

Combining CES with CSAT and NPS offers a comprehensive view of customer sentiment.

Optimizing Customer Effort Score leads to:

• More customers staying loyal to the brand.

• Better self-service efficiency, reducing support costs.

• Higher revenue from satisfied customers.

Businesses that measure customer effort and take action create long-term brand advocates.

Customer Effort Score insights help businesses streamline processes, optimize support efficiency, and improve customer interactions.

Taking action on CES feedback ensures happier customers and stronger brand loyalty.