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Leverage CES surveys to reduce customer effort and increase loyalty

Customer Effort Score (CES) is a metric for understanding the ease with which customers can get their questions answered or issues resolved. CES surveys are built into Boast, offering visibility and insights into your customer support engine.

You asked, we listened. An all-new version of Boast is in the works, complete with everything you need to automatically create, send, and analyze CES surveys.

What is CES?

When you measure customer effort, you can systematically improve customer experiences. Customer Effort Score (CES) is a metric for understanding the amount of effort it takes customers to solve a problem or get an answer two a question. Customer effort is directly related to customer loyalty, meaning reducing customer effort can have a big impact on your bottom line by reducing churn, increasing referrals, and ultimately boosting revenue.

The CES Survey

You may want to customize CES surveys based on the type of interaction a customer had with your business, but the standard starting point is, “How easy was it to handle your issue?”

Customer Effort Score is typically measured on a scale of 1 to 7, with 1 being “very difficult” and 7 being “very easy.” The survey should collect an initial rating and then prompt customers to answer a follow up question about why they gave the rating they did.

CES Question
CES Question Follow-Up

Calculating CSAT

After surveying your customers, categorize them into their appropriate group.

Your CES score can then be calculated based on the average of all responses. This will give you a score ranging from 1 to 7.

CES Calculation

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Boast offers survey software for measuring Customer Effort Score (CES) within your existing workflow

Boast helps businesses implement CES surveys by integrating with your existing tools to send survey requests at the right time so you can collect valuable data without even thinking about it.

 

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How businesses benefits from CES surveys

Reduce negative reviews

By proactively surveying customers about their ability to get questions answered or solve problems, you can identify and resolve negative feelings before customers take to review sites.

Predict future purchase behavior

Customer Effort Score (CES) has been shown to predict whether or not a customer will purchase from you in the future. This provides insights into retention, churn, and potential referral business.

Reduce support tickets

CES surveys provide valuable information about where customers get stuck when trying to solve their problems. Use this information to improve documentation to reduce the number of support requests you receive.

Track trends over time

Because CES is a single question for customers to answer and a single metric to track, it is easy to identify changes over time and make business improvements as needed.

Improve customer loyalty

When you know the struggles and complaints your customers have, you can solve them faster and prevent future customers from having the same experience, fueling customer loyalty and business growth.

Grow your business

Happy customers equate to repeat purchases and referral business. CES surveys help you identify ways to make customers happier to ultimately grow your business.

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Why use Boast for your CES surveys?

Easy for customers

The easier you make it for customers to share their feedback, the more feedback you’ll receive. Boast provides an exceptional customer experience, from feedback requests to the process of submitting a CES survey.

Robust reporting

Have the data you need to improve your customer support process at your fingertips. Our robust reports provide actionable insights for delivering a better customer experience.

Integrate with existing processes

Boast makes it easy to integrate customer feedback requests with your existing tools and processes, so you can trigger CES surveys based on phone calls, closed support tickets, and more.

A single platform

In addition to Customer Effort Score surveys, use Boast to execute more robust customer surveys, collect video testimonials, implement feedback kiosks, and more.

Companies serious about collecting customer feedback trust Boast

  • The North Face
  • Whole Foods
  • Hubspot
  • Blue Cross Blue Shield
  • Amazon Blink