Measure and reduce customer effort with CES surveys

Reduced customer effort is a key driver of customer satisfaction and loyalty, and is also tied to improvements in time-to-resolution for customer service tickets. Use Customer Effort Score survey software to measure customer effort, calculate CES scores, and take action to improve.

Work in a large organization or have unique needs? Contact our sales team

How to run a world-class customer service team with Delighted CES survey software

Delighted customer effort score software brings together everything you need to run a world-class customer support team, eliminating the hassle of legacy systems and multiple tools.

Step One

Create and send CES surveys

Our survey experience is designed to respect your brand and your customers’ time. Your CES survey can be delivered across multiple channels and devices, and in over 37 languages.

Customize CES surveys to your brand and desired insight

Add your logo, customize colors, and create a branded survey page — all in Delighted with zero code. Although CES surveys are most commonly used by customer service teams, you can easily customize your survey for any touchpoint where reduced effort is key to the customer’s experience, such as on purchase or registration pages.

Ask for detailed feedback on their CES survey rating

Let your customers explain why their experience warranted the score they chose with an open ended follow-up question. Additional Questions that are powered by conditional logic based on the survey response let you dig even deeper. Add up to 10 follow-up questions within a single survey flow for a custom CES survey solution.

Distribute the CES survey at the right time and place

For high response rates and actionable feedback, trigger your Customer Effort Score surveys to send after key interactions have been completed with the Delighted API. Distribute surveys via multiple channels, such as Web, Email, SMS, and Link. Customers answer directly within the channel.

Personalize the Thank You page based on survey score

Engage customers who answer your CES survey based on their response with a customizable Thank You message. Personalize the message to encourage customers to take action based on their rating. For example, if someone finds an interaction frustrating, let them know you’ll work on it and reach out to find out more.

Step Two

Measure and analyze CES survey results with a deceptively simple CES dashboard

Visualize and segment feedback for easy reporting and analysis. Understand where the pain points in your customer experience are, so you can improve those touchpoints and monitor the impact of your changes.

  • See all of your Customer Effort Score feedback in your customers’ own words — in real time.
  • Identify the most difficult support requests to resolve and track agent performance over time.
  • Segment the responses with keyword searches and Properties you associate to the customer.
  • Measure multiple service centers and support tiers, all within a single dashboard.

Calculate, benchmark, and track CES scores

Analyze CES feedback and uncover actionable insights

  • Summarize and compare all your CES survey results by agent performance, geography, and more with the Pivot Table Report.
  • Uncover where numerous required replies and long resolution times hinder agents and customers.
  • Automatically surface commonly used keywords in the feedback to uncover insights at scale.

Track CES survey performance and improve response rates

  • Monitor how each of your CES survey distribution channels perform (email, web, SMS, link).
  • Figure out which channels you may need to optimize further to increase your survey response rates.
Step Three

Improve your Customer Effort Score with feedback-informed decisions

Collecting feedback is just the tip of the iceberg. Delighted takes care of the heavy lifting so you can easily act on CES insights.

Automate using your help desk

Automatically trigger surveys when support cases are closed with the Delighted API. We integrate with every popular help desk including Zendesk, Desk, Help Scout, and many more. Pipe the open-ended feedback and scores back into your existing toolset as well, so your entire team can keep an eye on customer sentiment.

Empower your team with awareness and insights

Get your entire team involved with improving customer experiences. Add unlimited team members, control permissions, set up email digests, send smart Alerts to specific team members, and collaborate with Notes. Route responses to your support and product teams so everyone can proactively take action and close the loop.

Boost conversions with Delighted Testimonials

Customer service is a compelling brand differentiator. Publish feedback on your website with our Testimonials widget, and prove that you have a track record of stellar customer care.

You don’t have to take our word for it

Delighted helps some of the world’s most coveted brands gather actionable feedback from their customers.

Start your Customer Effort Score program now for free

Explore Delighted with a free account and create a CES survey in minutes. No technical experience needed. No credit card required.

Work in a large organization or have unique needs? Contact our sales team