Are your customers taking too much effort?

How do you get the most from the Customer Effort Score data you’ve collected? One Should not just stick CES surveys at a touchpoint and hope for the best. You must set up a robust process for CES surveys which can help gather and analyze data effectively. 

Gather insights internally

Track each functional area where customers have shared concerns about and where your customers seem to be spending the most amount of time. These key areas will be the touchpoints where you must focus your efforts on.

Research existing processes

Find out which processes in your customer journey require the maximum effort from your customers. Highlight specific steps which cause customer effort. 

Gather feedback

Place CES surveys after these key touchpoints and verify if your hypothesis about these areas being pain points is true. Survey feedback can also shed light on areas of concern which you may not have previously considered and may impact customer loyalty as well as customer acquisition. 

Add parameters 

When it comes to analyzing the data, export your results into a csv file. To give context to your analysis, you may also add columns which mention what department the CES survey response is coming from. 

Using excel, you may create a pivot table and then a graph to help highlight key areas of concern and share them with your stakeholders.