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CES Question Type

CES is a metric that measures how much effort customers exert to complete a transaction (such as getting support, using a product, making a purchase, etc.).

While creating your flow, you can select the CES question type from the "General Questions" section.

 

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When you click on the relevant question type, the default question appears with emojis on a 5-point scale. You can also change the scale to 7 points, and the answer choices will adjust accordingly.

 

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You can click on each answer choice and replace emojis with text. You can customize it according to your design needs.

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CES is used to identify friction points in the customer experience. With this metric:

  • Bottlenecks in the customer journey become visible.
  • Opportunities for improvement in UX and operational processes are identified.
  • Steps that enhance loyalty and facilitate interactions are optimized.