Last updated: October 13, 2020
|Service Hub Professional, Enterprise|
Customer Effort Score (CES) measures the ease of a user's customer support experience. CES is based on a seven-point scale ranging from Strongly agree to Strongly disagree. Send a customer support survey to your customers to let them score their experience with one of your support representatives.
To set up a customer support survey:
Choose when the survey will be sent and who the survey will be sent to:
Customize the branding and appearance of your survey:
In the left panel, customize the follow-up questions based on the score they gave.
In the left panel, customize the thank you message a customer will see after submitting their survey response:
Please note: customer support survey workflows will not appear in the workflows tool (Automation > Workflows). They can only be edited from this tab of the survey setup.
Review your survey settings to ensure that the settings in previous steps have been set up correctly.
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