Our Quick CES survey template is a popular way of measuring customer effort score and know how easy is for your customers to seek service or get an issue resolved. The template consists of the standard CES survey question as well as an open-ended question for contextual feedback. Click on the ‘Use this template’ and get started with the template.
Here are some uses cases in CES template:
To boost the performance of support agents.
To shorten the time required to solve a problem.
To assist in making business decisions.
To discover what works well for the company.
The Quick CES Survey Template is a free template available in Zonka Feedback. To use this template, follow these steps.
Create your free trial account at Zonka Feedback
From the onboarding screen, choose ‘Product Experience’
From the templates on the right-hand side, choose ‘Helpdesk & Agent Feedback’. Choose Quick CES, Preview the Template and if you’re happy with the questions, click on ‘Use this Template’
Now you can edit and customize the survey, add or modify questions, themes, languages and survey settings.
Once your survey is ready, you can distribute the survey to your users and customers to gather their feedback.
You can send the CES survey to your customers via email or SMS. To collect in-app or website feedback, you can either embed the survey directly into the interface or use a feedback widget from options like feedback button, side tab survey, popover survey, live chat survey.
Customer service feedback is ideal after support interactions, so it’s best to send automated emails after a service interaction with customers.
In case of query resolution through tickets, you can send your customers a CES survey after a ticket is marked closed. If you’re using a live chat platform like Intercom to offer support, you can also embed the survey directly in the Intercom Messenger so customers can share feedback instantly.
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Eliminate guesswork and manual surveying with Zonka Feedback, and empower your Customer Success Teams by measuring Customer Team and Agent Performance. Create easy to use and no-code surveys within minutes. Distribute CES Surveys and track customer effort at all touchpoints and following all interactions. Use this Quick CES Template, and get to know the pulse of the customers.
The following questions are included in this Product NPS Template.
The core Customer Effort Score (CES) question inquires as to how simple it is for your customers to interact with your business. They can rate their effort level ["How easy was it for you to solve your issue today?"] on a seven-point scale by agreeing or disagreeing with a statement ["Our company made it easy for me to handle my issue"].
2. What is a good customer effort score?
Generally, you should aim for an average CES of five or six (on a seven-point scale). If you have the perfect seven, it could mean your customers didn’t care enough to rate you honestly. If you scored lower than five—you have some adjustments to make.
3. Where can I use this Quick CES survey template?At your touchpoint, you can use a QR code. Another method is to send an email or SMS survey to the customer as soon as the service is completed. If you do not have access to the internet, you can conduct offline surveys using kiosks, mobile devices, or tablets.
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