CES Survey Use Cases

The CES Score is a customer experience metric that predicts the likelihood of an individual purchasing again from the company. The initial input is data about what was good or bad about their customer experience, which can be measured on a 5-point scale. These scores are combined with metrics like time to purchase and product price to calculate the CES Score. The higher the score, the more likely they are to buy again.

Here are some examples of CES survey use cases: 

  • Companies can use the CES surveys to understand customer experiences across channels, such as which digital channels contribute most to the relationship.
  • The same questions used for measuring customer experience can be used as a short survey tool to understand how customers feel right now. 
  • The CES survey can be used to identify loyalty, churn, or defection patterns by understanding what drives happiness within the customer’s relationships with the company. 

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