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CES or Customer Effort Score answers the question: "How easy was it for the client to interact with the company?". For example, to place an order, get a refund and so on. With this metric, you can understand where the user had the most difficult time, and make their journey easier by eliminating this or that problem.

It seems that creating this type of survey is a piece of cake: you ask a question about how easy it was for the client to get what they wanted, add a scale, and you're good to go! But wait a second. As with all the feedback matters, there are a lot of features that you should know about in order to get realistic results.

In this article, we'll talk about what a Customer Effort Score is and how to get not only a set of numbers, but also a lot of useful insights.

YoHe - How to make your Customer Effort Score work The Customer Effort Score is most useful for routine interactions that need to be performed efficiently. The user's responses will help you understand how successful their experience was and whether they encountered any difficulties along the way.

We love collecting user feedback and getting some valuable insight from it. But sometimes just feedback is not enough.

It is critical to understand how developers look at users' problems when you set them a task and redirect a comment like: "The search is not working." They go to the site, enter several search queries, do not find any error, and send the ticket back with a note "Bug not found."

To fix the problem, they need to understand what to correct. As a rule, developers need to reproduce the bug with their own hands. And the probability is close to zero if they are out of context.

In that case you will need the help of web analytics. If you link it with feedback, you will get a really powerfull tool. In our new article we will look into the ways you can use that integration to get the best results.

YoHe - How the integration of feedback and web analytics will tell about the hidden problems of the product By linking feedback with analytics, we get a powerful tool. First, with the help of Client ID, all the people who wrote about search problems were segmented in Google Analytics. After that, we saw what exactly users were trying to find on the site. What follows is a matter of technique. It became po...