There are different ways to measure customer satisfaction. In this presentation we present you one of them: the 'Customer Effort Score' or CES. Discover it now! Learn more about the score and how to use it in a survey, followed by some very useful tips and tricks. Check our website for more information: https://www.checkmarket.com

1. Customer Effort Score (CES)
MEASURING
CUSTOMER SATISFACTION

2. WHAT IS CES?
Customer Effort Score (CES) is a powerful metric
to measure your customer service satisfaction
with one single question.
The underlying thought is that service organizations create
loyal customers primarily by reducing customer effort.

3. WHY MEASURE CES?
Improve your customer service
by determining working points.
Customer loyalty is the ultimate goal!

4. How much effort did you personally have to
put forth to handle your request?
Very low effort Low effort Neutral High effort Very high effort
5-point inverted scale (1 to 5)
1 is good & 5 is bad
THE CES QUESTION
TWO VERSIONS

5. THE CES QUESTION
TWO VERSIONS
The company made it easy for me
to handle my issue.
Strongly
disagree
Somewhat
disagree
Disagree Neutral Somewhat
agree
Agree Strongly
agree
Disagreement/agreement rating question
7 points
Preferred

6. SURVEY EXAMPLE
CONDUCT YOUR
OWN CES SURVEY

7. TIPS & TRICKS
Set up notifications for lower scores in real-time.
Ask follow up questions when CES is bad.
Turn feedback into actions to correct common complaints.
Get everyone in your organization involved to improve CES.
Measure, follow up and report continuously!

8. ABOUT CHECKMARKET
CheckMarket is a company specialized
in enterprise survey solutions.
CLICK TO CHECK OUR SOCIAL MEDIA
SIGN-UP & CONDUCT
YOUR OWN CES SURVEY