What is the difference between CSAT and CES?

What is the difference between CSAT and CES?

CSAT stands for Customer Satisfaction Score, while CES is Customer Effort Score. CSAT measures how satisfied customers are with a product or service, whereas CES assesses how easy it was for customers to interact with a company.

Which one is more important for improving customer experience?

Both metrics are important, but they serve different purposes. CSAT helps gauge overall satisfaction, while CES identifies friction points in the customer journey. Depending on your goals, you might prioritize one over the other.

Can you give me an example of how to measure CSAT?

Sure! You can measure CSAT by sending a survey after a customer interaction, asking them to rate their satisfaction on a scale of 1 to 5. The average score will give you your CSAT.

What about CES? How is it measured?

CES is typically measured by asking customers to rate the ease of their experience on a scale, such as 'How easy was it to resolve your issue?' with options ranging from 'Very Difficult' to 'Very Easy.'