A Customer Effort Score survey should be used immediately after key customer interactions to capture accurate and relevant feedback. This includes moments such as:
- After a purchase or renewal: Sending a CES survey right after a transaction ensures the customer’s experience is fresh in their mind.
- Following a customer service interaction: After resolving a customer query or issue, a CES survey can gauge the effectiveness and efficiency of the support your team provided.
- Post-onboarding: Surveying new customers after they complete the onboarding process can highlight any initial friction points and help improve the experience for future customers.
- During product updates or new feature rollouts: CES surveys can help assess how user-friendly new features or changes are, guiding further enhancements.