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Automated Customer Effort Score (CES) Feedback

Description

Customer Effort Score (CES) measures how easy it is for your clients to resolve issues or complete interactions with your team. This milestone establishes an automated system to collect CES feedback, providing insights into how frictionless your customer experience truly is. By sending CES surveys at critical service touchpoints, such as ticket resolution or onboarding completion, you can identify pain points and improve your processes. Feedback is logged in HubSpot and used to monitor trends, ensuring your team is continuously optimizing for a seamless customer experience.

Process Summary

  1. Survey Design: Create a CES survey with a simple scale (e.g., "How easy was it to resolve your issue?") and an optional comment field for qualitative feedback.
  2. Automation Setup: Configure workflows to send CES surveys automatically after key interactions, such as ticket resolution or the completion of an onboarding milestone.
  3. Feedback Logging: Set up HubSpot properties to store CES scores and comments, allowing for easy tracking and reporting.
  4. Dashboard Creation: Develop a dashboard to visualize CES trends, average scores, and client comments over time.
  5. Follow-Up Workflow: Create workflows to alert team members to follow up with low scores or escalate recurring issues for process improvement.
  6. Testing and Refinement: Test the survey system to ensure it triggers correctly, logs data accurately, and follows the intended workflow.

Requirements

  • Input on key client interactions where CES surveys should be sent (e.g., ticket closures, onboarding completion).
  • Collaboration to finalize survey wording and scale.
  • Feedback during testing to ensure the workflow meets operational needs.
  • Identification of team members who should be notified of low CES scores for follow-up.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Regular collection of CES feedback to gauge client effort levels.
  • Actionable insights to reduce friction and improve client satisfaction.
  • Automated follow-ups ensure low scores are addressed promptly.
  • Data-driven improvements to service processes based on CES trends.