Make it easy for your customers to love you! The CES with Key Indicators Template helps you uncover and eliminate the barriers increasing customer effort, ensuring smoother interactions and driving greater customer loyalty.
The CES with Key Indicators Template is your essential tool for simplifying customer interactions. By identifying areas of friction, you can streamline your support, optimize processes, and deliver an effortless experience that fosters long-lasting customer loyalty.
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This section highlights the essential questions found in the Customer Effort Score Survey, designed to measure key performance indicators and gather insights on how to create more satisfied customers by reducing customer effort.
1. To what extent do you agree or disagree with the following statement: The company made it easy for me to resolve my issues.
This question helps measure how easy it was for customers to resolve their issues. It’s important because it highlights any obstacles in your support process, helping you reduce customer effort and make interactions smoother.
2. We’re sorry to hear that you had issues in getting your issues resolved. In your opinion, how could we have done better?
This question gives customers specific options to choose from on how your support could improve. It’s useful for pinpointing exact areas of frustration so you can take targeted action to reduce customer effort.
3. Please add any additional feedback on how we can provide better support.
This open-ended question invites customers to share their thoughts freely. It provides deeper insights into their experience and helps you understand what can be improved to offer better, more effortless support.
With Zonka Feedback’s CES with Key Indicators Survey Template, you have the flexibility to customize each question to gather more relevant insights on customer effort. Tailoring the questions allows you to dig deeper into what’s making customer interactions more difficult and how to reduce effort. Here's how you can customize the key questions:
"To what extent do you agree or disagree with the following statement: The company made it easy for me to resolve my issues."
Focus on Specific Processes: Customize this question to target specific parts of the customer journey, such as resolving billing issues, getting technical support, or receiving product help.
Example: “To what extent do you agree or disagree: It was easy for me to resolve my billing issue with the company.”
Interaction-Based Customization: Tailor the question to focus on recent customer interactions, asking how easy it was to get support or resolve their problem.
Example: “How easy was it to get help resolving your recent support request?”
"We’re sorry to hear that you had issues in getting your problem resolved. In your opinion, how could we have done better?" (multiple choice)
Service-Specific Customization: Modify the question to target specific areas of improvement in the support process, like response time, communication clarity, or issue resolution.
Example: “Where can we improve: Response Time, Problem Resolution, Support Communication?”
Customer Journey Customization: Customize based on different stages of the customer journey, such as onboarding or aftercare.
Example: “How could we improve our onboarding process to make it easier for you?”
"Please add any additional feedback on how we can provide better support."
Process-Specific Customization: Adjust the question to ask for feedback on particular touchpoints, like technical support or delivery.
Example: “Please share any feedback on how we can make our technical support more helpful.”
Interaction-Based Customization: Focus the question on recent interactions to gather more specific suggestions.
Example: “How can we improve your experience based on your recent interaction with our support team?”
Sign Up for a Free Trial: Start by creating a free trial account on Zonka Feedback. Once logged in, access the survey templates library and choose the CES Key Indicators Survey Template. This template is designed to measure customer effort and identify areas where improvements can be made to enhance the customer experience.
Customize the Template: Once you've selected the template, customize it to suit your business needs:
Add Your Branding: Include your logo, colors, and themes to match your brand’s identity.
Modify Questions: Adjust the questions to focus on specific customer interactions, such as support or product inquiries, ensuring the survey gathers the most relevant insights.
Set Up Survey Logic: Personalize the survey by using survey logic to show follow-up questions based on customer responses. For instance, if a customer indicates high effort, prompt them for more detailed feedback on specific pain points.
Adjust Language: Tailor the language to resonate with your audience and ensure accessibility across different regions.
Preview the Survey: Before distributing the survey, use Zonka Feedback’s preview feature to check how the survey will appear to your customers. This final review ensures that the design, questions, and branding are perfectly aligned with your objectives.
Distribute the Survey Across Multiple Channels: Share the CES Key Indicators Survey through email, SMS, or in-app for real-time feedback. You can also embed it on your website or use chatbot pop-ups and live chat to capture feedback instantly, ensuring a seamless customer experience across all touchpoints.
Once feedback is collected using Zonka Feedback’s CES with Key Indicators Template, several automated processes ensure that the data is used effectively to improve the customer experience:
Automated Workflows - Based on customer effort score results, Zonka Feedback can trigger automated workflows. If a high customer effort is identified, actions such as sending follow-up emails or escalating issues to the support team are initiated, ensuring quick and efficient resolution without manual intervention.
Task Assignment and Response Management - Feedback can be integrated into your CRM or helpdesk software, allowing your team to assign tasks based on customer effort scores. High-effort cases are prioritized to ensure swift problem resolution and reduced customer effort, leading to improved customer retention and helping to measure customer satisfaction effectively.
Closing the Feedback Loop - Zonka Feedback’s platform helps close the feedback loop by notifying customers when their concerns have been addressed. For instance, if a customer reports a high customer effort score, they can be informed once changes have been made, fostering greater customer loyalty.
Real-Time Reporting and Insights - Zonka Feedback offers real-time analytics on collected survey data, allowing you to track trends in customer effort scores. By monitoring key areas where customers exert effort, you can make informed decisions to streamline processes and reduce customer effort, enhancing the overall customer experience and helping to measure customer satisfaction.
Identify Hidden Bottlenecks: The CES with Key Indicators Template helps you uncover areas where customer effort is high. By spotting inefficiencies, you can reduce effort required in key processes, ensuring smoother customer support interactions and a more streamlined experience.
Drive Operational Efficiency: Measuring customer effort score allows you to improve internal operations that impact the customer journey. This leads to faster issue resolution and enhanced service delivery, ensuring that customers exert less effort when interacting with your brand.
Personalize Customer Support: Using insights from customer effort scores, you can tailor support strategies to meet individual needs. By reducing the effort customers exert in key touchpoints, you create a more personalized experience that aligns with customer expectations.
Boost Long-Term Customer Retention: Lowering customer effort contributes to stronger customer loyalty and higher retention rates. Customers are more likely to stay loyal to your brand when they experience effortless interactions, reducing customer churn and building long-term trust.
Support Data-Driven Innovation: Insights from the CES survey fuel innovation by helping you anticipate customer needs and enhance your offerings. This ensures your business stays responsive to evolving expectations, all while reducing the effort required in every interaction.
Email Email remains a highly effective way to engage customers post-interaction. By sending the survey via email, you give customers the convenience of providing feedback at their own pace. This channel helps you measure how much effort they had to exert while navigating support, allowing you to identify any pain points and adjust your processes to reduce customer effort over time.
SMS SMS offers immediacy, making it perfect for gathering quick feedback, especially after customer support interactions. With an SMS survey, you can capture how difficult or easy the resolution was for customers, pinpointing the exact areas where effort can be reduced. It’s a straightforward way to gain real-time insights into how well your support system is working.
In-App Surveys In-app surveys allow you to collect feedback while customers are actively using your product or service. These surveys are ideal for identifying friction in real time. By asking about customer effort at specific points in the app journey, you can understand where users might be struggling and take immediate action to streamline the experience.
Website/Chatbot Pop-ups Pop-ups and chatbots on your website are perfect for capturing feedback while customers are still engaged with your site. This allows you to see exactly where customers exert effort—whether in finding information, navigating support options, or completing actions. You can use these insights to refine your website’s structure or improve self-service options.
Live Chat Integrating the survey directly into live chat helps you assess how effective and effortless the support interaction was for your customers. It provides immediate post-chat feedback, enabling you to see where customer effort can be reduced, such as in the speed of resolution or the quality of responses, and apply improvements in real-time.
Helpdesk Platforms or Customer Support Portals Adding the survey to your helpdesk or support portals gives customers a seamless way to share feedback after resolving their issues. This helps you track customer effort scores for specific support processes, identifying which aspects of your service might be creating friction and allowing you to improve the overall customer support experience.
The best time to send a CES survey is immediately after critical touchpoints in the customer journey. With Zonka Feedback, you can trigger CES surveys after purchases, customer service interactions, or product use, capturing feedback when the experience is fresh and relevant.
A customer effort score of 2.0 or higher is seen as good, indicating that customers found their interaction relatively easy. If the score is below 2.0, it signals that customers encountered challenges, prompting the need for process improvements to reduce customer effort.
Zonka Feedback’s template can be distributed through various channels—use a QR code at physical touchpoints, send surveys via email or SMS after service, or gather feedback offline through kiosks and mobile devices. These options ensure seamless feedback collection in any environment.
By using this template, Zonka Feedback enables you to identify where customers face difficulties in customer support interactions. It helps you analyze pain points, streamline processes, and reduce customer effort, leading to a more efficient and customer-friendly service experience.
Absolutely! Zonka Feedback’s CES with Key Indicators Template is fully customizable. You can modify the survey questions to focus on specific processes, customer journeys, or touchpoints that are most relevant to your business, allowing for highly targeted customer effort insights.
Zonka Feedback provides powerful real-time analytics, helping you track customer effort scores across multiple channels. The platform allows you to dive deep into the data, identifying patterns and trends that highlight where improvements are needed to reduce customer effort and enhance the overall customer experience.
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