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   Measure how satisfied are your customers Customer Effort Score
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CUSTOMER EFFORT SCORE ™ 2.0

HOW EASY IS IT TO DO BUSINESS WITH YOU?

Setup only once
Survey automatically
Answer with one click
Get instant feedback
Identify friction points
Deliver effortless experience


WHAT IS CUSTOMER EFFORT SCORE?

Customer Effort Score is a metric used to evaluate how easy customers thought it
was to get a resolution to their recent contact.

The idea is that customers enjoy doing business with companies that are easy to
work with. Afterall, 96% of customers who've been through a high effort
experience report being disloyal.


MEASURING CUSTOMER EFFORT SCORE

Measure CES by surveying customers after the resolution of their conversation.
Customer Effort Score survey questions asks to what extent do customers agree
with the following statement:


"Company" made it easy for me to handle my issue.


COMBINE CES WITH CSAT TO GET MORE FEEDBACK

You don't have to choose one or the other. These two metrics naturally
complement each other.

  CES CSAT Measures: Performance of entire organization Individual agent
performance Is measured: Once the situation is resolved At every interaction
Helps: Build customer loyalty Improve customer satisfaction


FIND & REMOVE FRICTION POINTS







BEAUTIFUL SURVEYS

Customize beautiful templates to fit your brand. No code required.






RESPONSIVE DESIGN

Collect feedback with surveys that look great on any device.






DELIVERED AUTOMATICALLY

Set it and forget it. Surveys will be sent automatically once a conversation is
resolved.






ANSWERED IN ONE CLICK

Get the feedback you need with just one click.


ALL YOUR CUSTOMER
FEEDBACK IN ONE DASHBOARD

Read every comment

See all your feedback with comments in your rating feed.

Improve and forecast

See improvements over time and identify trends with easy to read charts.

Never miss a negative feedback

Spot any high-effort experience - highlighted for your convenience.


WHAT IS A GOOD CES SCORE?

You are looking for a bell curve with most responses around 5 or a 6. Moving a
client from 1 to 5 increases their loyalty by 22%.


BENCHMARK YOUR CUSTOMER EFFORT SCORE

Every year we're rewarding outstanding customer service teams. See how you stack
up against them.


READ MORE ABOUT CUSTOMER EFFORT SCORE ON OUR BLOG



The Definitive 2021 Guide to Customer Effort Score
Benchmarking Customer Effort Score: How do your CES results stack up?
Using Customer Effort Insights to Build Experiences People Love
Nicereply allowed us as a department/company to implement Customer Effort
Surveys to understand where we were falling short, and it ultimately did so
without costing the customer yet another transactional email.

Win, win, win is what that's referred to as in the mediation world.
Antonio King
Director of Experience at Shinesty


START YOUR FREE TRIAL TODAY


Evaluate Nicereply for yourself. Start 14-day trial and try all the features and
benefits of getting real-time feedback with Nicereply.



Try for free or Request a demo

No credit card required. Cancel anytime.







PRODUCT

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OUR CUSTOMERS

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