Reporting & Insights

Report – Customer Effort Score (CES)

Customer Effort Score (CES)

This article is part of our tutorial about how to get the most from your Emolytics report. We will go through each chart visible in the “Customer Effort Score (CES)” section of your Emolytics report.

Customer Effort Score brings a deep answer of how easy is your customers’ experience:

Here is the list of insights you can find:

Distribution of “Customer Effort”

This chart presents the distribution of the “Customer Effort” given by the user, from 1 to 5, while answering the question “How easy is your experience?”. The Customer Satisfaction is then computed as the average score and ranges from 0 to 100.

The goal is to make customer experience has good and easy as possible. A satisfied user comes back.

This KPI works as an indicator showing if you know what your users are looking for, what are their goals.

CES by device and referrer

This matrix helps you visualize which traffic source and/or device type performs high or low in terms of Customer Effort Score (CES). The greener the color, the higher the Emoscore. Mousing over each cell allows you to view specific data such as total respondents.

In this case, it seems that users find their experience easy. Improvement should be done on mobile.

N.B. Some referral category might not be detected and therefore the sample size might differ from the global sample size.

Customer Effort Score (CES) evolution

This shows the evolution of the CES over time. These data can be viewed by Days / Weeks / Months by using the filter above.

If you take decisions impacting on the user experience, keep an eye on CES reaction.

Number of respondent (CES) – Evolution

This shows the amount of votes collected over time for the Customer Effort Score (CES) question. These data can be viewed by Days / Weeks / Months by using the filter above.

Ranking Top and Bottom

This shows a ranking of the top 20 pages on your website ordered by ascending Emoscore. Only the data with more than 5 respondents are shown. It also shows the mean age of the audience on this page as well as the mean gender, the main device used to respond and the main source of traffic. Notice that if you have less than 20 pages, you will have similar and symmetric results in the ranking of bottom page.

This shows a ranking of the bottom 20 pages on your website ordered by ascending Emoscore. Only the data with more than 5 respondents are shown. It also shows the mean age of the audience on this page as well as the mean gender, the main device used to respond and the main source of traffic.

Was this helpful?

Leave A Comment

*
*