Customer Effort Score (CES) measures how customers feel about the effort it took for them to interact with the company.
There are two types of inbuilt questions to calculate CES available in the platform.
- The organization made it easy for me to handle my issue
- Overall, how easy was it to get the help you wanted today?
To view the report, go to Visualize >> Emolytics >> Customer Satisfaction Indices and select the CES tab.
- Question – CES question of the Emotion Sensor® (Only CES questions will be listed down here)
- Period – how CES changes over time, either monthly or daily view can be shown
- Overall Score – overall CES for the selected time period
To see how the calculations are done for these two different types of CESs, please refer this article.
To add CES questions to Emotion Sensors® please refer this article.