Customer Effort Score vs. Customer Satisfaction


In the world of customer experience, there’s more than one way to shine a penny. Net promoter score (NPS) , customer satisfaction (CSAT), customer effort score (CES)—each of these KPIs provides useful insights into the customer’s journey. They help us answer questions like: How do customers find our help content? What kind of customer support experience do customers prefer? How hard are we making it on our customers to self-serve?

Using Customer Effort Insights to Build Experiences People Love


Customer effort score isn’t just about the ranking as much as it is about proactively thinking about ways to address it. One of these measurements, Customer Effort Score, is a metric that gauges how much effort a customer had to exert to get to their answer or accomplish their goal.

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How To Use NPS Feedback To Reduce Customer Effort


Nowadays, it’s easier than ever to identify high-effort processes and take action to implement improvements. Certainly, no one ever wants to learn that customers find it difficult to do business with them. Leverage NPS Feedback For Customer Effort Insights.

What is Customer Effort Score and How is It Measured?


For customer support and success professionals, there are three that likely come up on a frequent basis: customer effort score (CES), Net Promoter Score (NPS®), and customer satisfaction (CSAT)—the primary customer success KPIs. In terms of understanding and fostering customer loyalty, CES has proven particularly useful. According to Gartner , CES is “25% more predictive of customer loyalty than the next best metric.”

Guest Blog: A Radical Idea in Customer Service Surveys – The Solo Question


This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side? Another difficulty with survey responses is that questions can be framed poorly.

Guest Blog: Thank Your Customer With Actions Not Words


This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. But not all businesses can boast of loyal customers.

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Guest Blog: The 8 Elements of Customer Support Quality


This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? Customers expect correct information from support.

New Research: Customer Effort Score Debunked, NPS® Vindicated


It’s similar with customer feedback metrics. Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? The opinions vary widely based on the last blog the person has read.

Improve the Omnichannel Experience, Reduce Customer Effort

CX Journey

It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers.

Use These Survey Questions to Predict and Increase Customer Retention


When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story. Here are two very effective (and often overlooked) ways to predict customer retention.

Guest Blog: The 8 Elements of Customer Support Quality


This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? Customers expect correct information from support.

Are Customer Satisfaction Score (CSAT) Surveys Still Relevant?


Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more. Which begs the question: In today’s environment, is the Customer Satisfaction Score (CSAT) survey still relevant?

Guest Blog: Instant Customer Service – Just Add Text Message


This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Reasons for bad customer service.

Guest Blog: Why Customer Experience Is Essential to Your Bottom Line


This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important.

In-signature Survey vs. Post-resolution – Which One is Better?


Deciding to start gathering customer feedback is a crucial aspect of making your customer happy, but what’s even more important is to choose the right distribution for your team. Customer satisfaction is the key to creating a long-term relationship with your customers.

Guest Blog: In the CX world, tracking these metrics is a way of life!


This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. Customer Satisfaction score (CSAT). Customer Effort Score (CES).

6 Ways to Supercharge Your Survey Program


Surveys are an essential tool for businesses that care about connecting with their customers. And with GetFeedback, you can create branded surveys that look flawless on any device—desktop or mobile. Export a beautiful one-touch survey email. Surveys are no exception.

How to Create the Perfect Post-Chat Survey


Post-chat surveys are the best method to measure if you’ve successfully implemented your live chat customer service program. Benefits of using a post-chat survey. To reap these benefits, you need a solid post-chat survey that engages customers and provides real insights. .

10 Surveys for Actionable Data


When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Net Promoter Score Surveys.

Use Your Live Chat Survey Data to Improve CX


You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program.

4 Keys to an Effective Customer Survey


Want to learn more about your customers’ needs and preferences? A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. Pick the right customer survey metric. What are you trying to achieve with your customer survey?

Better Service Begins with Better Surveys


It’s no longer a secret that excellent customer service is the new competitive advantage. When you’re looking for ways to improve your business’s customer service, there’s no better resource than customer feedback. Not all surveys are created equal. Customer Experience

5 Survey Tips for Higher Engagement


We talk about great survey design a lot, but besides being modern and mobile-friendly, what else can you do to keep respondents tuned in? Here are 5 survey tips that help improve response rates. Survey Tip #1: Embed questions into emails. Distributing surveys via email is a highly effective way to collect feedback. Companies usually just include a link to their survey in the body of an email, but there’s a better way to grab people’s attention.

Make a Survey Online That Will Delight Your Customers, Not Annoy Them


If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. In fact, they’ll probably abandon your survey halfway through or avoid taking it altogether. This reaction to poor surveys is called survey fatigue. The old school, 20-question survey is no longer acceptable — customers value their time too much. Before you make a survey online, consider the context. Automate surveys.

3 Tips on Maximizing Salesforce Survey Data


Customer feedback makes Salesforce even more powerful. When survey results live on the customer record, you not only gain visibility into your customer experience, but you can use those insights to drive action across your business. Today, we’ll share a few simple tips on improving visibility and driving action with Salesforce survey data. Create a Salesforce survey dashboard. Set up custom notifications for negative feedback.

We’re Revealing Our Secret Recipe for Creating the Perfect Customer Survey


Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness. Place the survey in the right customer journey milestones.

CSM Team Performance Metrics That Matter

CSM Practice

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. But how do you measure the effectiveness of your customer success team and their playbooks? Customer Financial Metrics. Customer Health Metrics.

How Best to Create a B2B Customer Survey


This is a guest blog post by Gaetano DiNardi from Nextiva. How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating.

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What questions should you ask on a customer survey?

Toister Performance Solutions

Customer service surveys are too long. It takes customers a long time to answer that many questions. This causes a few problems: Customers get annoyed. Many people abandon the survey. What is the purpose of a customer service survey?

3 Questions to Ask Before Launching Live Chat for Customer Service

Customers That Stick

At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Live chat allows organizations to assist online customers in real time.

4 Metrics for Measuring Live Chat Success


Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team.

10 Essential Customer Journey KPIs


In the effort to shore up key performance indicators (KPIs) as they relate to customer experience and the customer journey, too many organizations overlook the most important thing: the customer. Examining the journey through the customer’s eyes .

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey


As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. Focus on customer effort.

5 Tips for Optimal Customer Survey Practices


Knowing how customers feel about your brand is essential to your long-term success. While your social media pages and website comments may provide plenty of insights, well-designed customer surveys remain a time-tested method for understanding customer sentiments. Here are five tips for optimal customer survey practices that will strengthen your brand. Surveys should always ask relevant questions that your brand cannot answer without customer input.

How to create customer pulse surveys to meet new needs with Delighted


Pulse surveys can help you do this. Customer experience surveys are at their core a communication method – designed to be quick for customers to answer, and easy for you to interpret. All you have to do is modify the initial survey question.

How to Make the Most out of a Customer Satisfaction Survey


Learning how to solicit and utilize customer feedback is a crucial part of any customer retention strategy. Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Customer Satisfaction Score.

It’s Not the Number Stupid: Net Promoter® is not a Numbers Game


They worry about company reputation as they grow increasingly disconnected from the day to day interactions with customers. This increasing distance is not bad per se, there are only some many individual customers the CEO of a major bank can meet in person. by DonkeyHotey.