Last updated: July 26, 2021
|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 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:
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.
Once you've set up and conducted your customer loyalty survey, customer support survey or customer...
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