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You can now add Customer Effort Score (CES) and Net Promoter Score (NPS) questions to your satisfaction surveys alongside the existing satisfaction rating questions.
Customer Effort Score (CES): Measures how easy it was for customers to get help with the default question “How easy was it to get the help you needed today?” You can configure CES on a 5-point or 7-point scale.
Net Promoter Score (NPS): Measures customer loyalty with the default question “How likely are you to recommend us to a friend or colleague?” NPS uses the standard 0-10 scale where 0-6 are Detractors, 7-8 are Passives, and 9-10 are Promoters.
Both question types can be:
Configure these new survey questions in Performance > CSAT setup alongside your existing satisfaction survey questions. Results appear in the “Satisfaction Survey Results” report, which can be easily downloaded for further analysis.
For more information, see our CSAT survey configuration documentation.
