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CES (Customer Effort Score) reports you can create in CXInsight
CES (Customer Effort Score) reports you can create in CXInsight

CES feedback allows you to create a lot of different types of CXInsight reports and we're going to cover as many as we can.

Daniel Pitrowiski avatar
Written by Daniel Pitrowiski
Updated over a week ago

We're going to outline how to create four types of CES reports that can be customized in any number of ways. Scroll to that section if one report in particular interests you.

• Overall CES report
• Comparing CES scores across different segments
• Example CES Feedback

• CES Themes by Difficult, Neutral, and Easy

Overall CES report

If you're looking to create a CES report where all you want is to know your overall CES and how it's changed over time, then you definitely need this report and it's super easy to create.

You only need to select these two options sen below:

Step 2: Select Score - CES (Customer Effort Score).
Step 3: Compare by None.

Advanced Option

Normally for an Overall Score report, you don't need to use any filters. Your CES is most meaningful when you look at everyone together in a large sample size.

If there is one group of people you'd like to follow more closely though, this is where you can do it. Setting these filters can isolate CES responses from one audience. In the example below, we've isolated customers who are on our Pro plan and have talked about our customer support. Compared to our normal user, we might want to know how paying customers who have worked with our customer support team rate us.

Comparing CES scores across different Segments

A great report to create is comparing your CES score across many different segments. Such as different themes with Tags, across your meaningful Properties, across different Sources, you collect from, or across different Projects you've made.

In the below example, we have a report called CES this year by pricing plan. It would allow us to have a report to see how our different customers are doing this year based upon there payment plan. Let look at how it's made.

Step 2: Select Score - CES (Customer Effort Score).
Step 3: Compare By: Properties, restaurant_category, Highest Frequency.
We're looking to create a report where we compare different segments to each other by their CES score, in this case, a property called restaurant_category.

Example CES Feedback

If you're looking for a report to read new comments that come in from your CES surveys, there's a report that works for that.

Step 2: Select Score - CES (Customer Effort Score).

Step 3: Compare by: None.
Step 5: Comment: Feedback with comments.

Note: When you add this report to your dashboard, that is when you will need to select the comment view. That way whenever you come back to your dashboard, your new comments will always be the first thing you see.

Related Report(s)

CES Themes by Difficult, Neutral, or Easy

This report can work easily for seeing Difficult (1-2), Neutral (3-4), or Easy ( 5-7). Just isolate those scores in Step 5, and you will be able to track the themes of those groups.

Step 2: Feedback % Breakdown.
Step 3: Compare By: Tags

Step 5: Set Filters: Metric Type: CES, and Scores: 1-3 (Difficult)

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