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What you'll get from this guide

Understanding the effort a customer needs to make in order to find information or get a resolution, is an important indicator of the efficiency of your customer service, and should be measured as your brand’s Customer Effort Score, or CES.

In this guide, we partner with Nicereply to take a deep dive into CES and why it's quickly becoming the cornerstone metric for measuring and improving customer service.

Here’s an overview of the important topics covered in the guide:

  • Why CES works, and how it compares to CSAT and  NPS

  • How to implement CES and adopt it across your organization

  • Reading and benchmarking the results of a CES Survey

  • Creating an action plan to improve your CES 

  • Real-world examples of companies finding success with CES

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