Customer Effort Score (CES)

Explanation: 

Customer Effort Score (CES) is a metric used to measure the ease with which customers can resolve their issues or achieve their goals when interacting with a company. CES asks customers how much effort they had to put forth to get their issue resolved or request completed, with the goal being to reduce customer effort and enhance satisfaction.

Best Practices:

• Keep Interactions Simple: Strive to make interactions as effortless as possible by streamlining processes, offering clear instructions, and reducing the need for customers to repeat information.
• Act on Feedback: Use CES data to identify friction points in the customer journey and work to eliminate them.
• Measure at Key Points: Ask for CES feedback at critical moments, such as after a support interaction or after completing a purchase, to accurately gauge the customer’s experience.
• Monitor Trends: Regularly track CES scores to identify trends over time and make improvements where necessary to minimize customer effort.

How Daktela Can Help: 

Daktela’s system allows businesses to collect Customer Effort Score (CES) data through post-interaction surveys, enabling companies to gauge how easy or difficult it was for customers to get their issues resolved. With real-time reporting and analytics, businesses can monitor CES scores, identify areas that require improvement, and take immediate action to simplify processes. Daktela’s omnichannel platform integrates all customer interactions, making it easier to identify friction points and streamline customer journeys across all communication channels.