Hi guys, do you mind sharing how you phrase the CES question and what scales you use? We used to have a Net Easy Score and want to replace it. So just wondering what do people use and how.
thank you in advance.
CES /Customer effort score
Userlevel 7
+23
Our top-line metric is satisfaction. So we do use effort scores in some of our surveys (depending on the service/product), but the scale we use is driven by the satisfaction metric. I don't like to mix scales in my surveys. So we used to 10-point, but moved in October to 5-pt likert scales.
Userlevel 7
+23
thank you for sharing, @Kate.
I also hate mixing the scales. I think it confuses the respondent a lot when here it is from 1 to 5, in the next question is 1-7, in the following 1-3.. That it why i am now looking for inspiration to have a more unified approach
I also hate mixing the scales. I think it confuses the respondent a lot when here it is from 1 to 5, in the next question is 1-7, in the following 1-3.. That it why i am now looking for inspiration to have a more unified approach
Userlevel 7
+33
if you are using NPS question scale will be 0 to 10, while for CES also you can use 10 pt scale as for NPS or you can also use 5 pt scale with groups of (1,2 =Dissatisfied, 3=Neutral, 4-5 as Satisfied)
Leave a Reply
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.