CES measures the effort customers need to make to resolve a problem or obtain service.
Questions like “How much effort did it take for you to resolve your issue?” are common.
A low score shows that the company makes life easier for the customer, while a jordan phone number library high score reveals the presence of barriers that need to be removed.
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Why apply satisfaction surveys to customer service?
There are several reasons why companies should implement customer service satisfaction surveys, so let's highlight a few:
Understanding customer needs
Satisfaction surveys help identify what customers really need and expect.
Therefore, with this information, companies can adjust their products, services and processes to better meet these needs.