Last updated: June 28, 2023
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 customer support surveys to your customers to let them score their experience with one of your support representatives.
To set up a customer support survey:
Please note: to send an email survey, users must have Marketing access permissions, including Publish access to the Email tool.
On the Survey tab, you can customize the email settings, body, 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:
Choose when the survey will be sent and who the survey will be sent to:
Please note: a customer support survey will be sent only once per ticket. For example, if a ticket is closed and then re-opened, an additional survey will not be sent once the ticket is closed again.
Please note: if you choose a specific contact when sending a test survey, the test survey will display that contact's personalization token values, but will not display any ticket personalization tokens. Once you publish the survey, the ticket personalization token values will appear for the specific ticket associated with a survey.