How does the Customer Effort How difficult Score work?
Customer Effort Score works based on a single question, for example:
How much effort did you have to make to use our service?
Although it is a single question, CES helps you assume whether the customer has had a bad experience with your services and is frustrated with your product.
Why use Customer Effort Score?
Customer effort scoring is a way to assess customer perception of your business’s offerings.
In this way, there is the possibility of improving processes and offering more optimized steps to consumers.
In addition, making your customer’s life easier can directly benefit your loyalty rates and your company’s LTV (Lifetime Value) ratios.
When and where to use Customer Effort Score?
The Customer Effort Score or simply CES, can be used to measure the level of customer satisfaction in different processes.
This survey can be used whatsapp number database to assess the difficulty of accessing a service channel, using a product, installing a service, etc.
However, it is essential to request customer analysis immediately at the end of the process. For example, right after completing an online purchase or when completing a service subscription, among other moments.
The time you spend requesting responses from the customer to your CES can lead to the customer forgetting the experience, ignoring your request for analysis, or evaluating the process negatively .
How to calculate Customer Effort Score? How difficult
The calculation of the customer effort score can be done using the following formula:
CES = total number of the ultimate tool for data management in salesforce incidents / total number of responses
Remember that the answers are not quantitative, but qualitative. Considering this, it is necessary to transform them to achieve the results.
For example, a survey of america email 300 customers who answered the question “How difficult is it to request installation of our service?” yielded the following responses:
Extremely difficult (1): 20 clients
Very difficult (2): 30 clients
Difficult (3): 42 clients