Measure and reduce customer effort with CES surveys

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. Choose from a 7-point or 5-point rating scale and customize the question to any customer touchpoint where reduced effort is key to the customer’s experience.

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. Add up to 10 follow-up Additional 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 based on their rating with a customizable Thank You message. For example, if someone finds an interaction frustrating, let them know you’ll work on it and reach out to find out more.

• 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

• Automatically calculate CES scores in real time as new survey responses come in.
• Visualize feedback data for easy reporting on a monthly, quarterly, or yearly basis with Snapshot and Over Time Reports.
• Identify and monitor specific themes and see how your improvements affect them.

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.

Discover CES keywords and Trends with Smart Trends

• Keywords and Trends are automatically suggested based on your verbatim CES feedback through Delighted’s Smart Trends built-in AI capability.
• Let Smart Trends surface key understandings on your behalf to free up time for action-planning at scale.

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.