Customer Experience statistics

NPS

NPS has been demonstrated as an indicator of future business growth due to interrelationship with customer loyalty, NPS has been widely adopted internationally by some of the world’s largest brands. Once you start using NPS, you’ll be able to gauge against yourself and competitors using the standard correlation NPS study, which is helpful for winning guarantees from key company stakeholders.

Surveyed allows you to easily add NPS questions to your surveys with just a button click. Once you get the required number of scores, our application processes the data and shows you a beautiful graphic representation of how your scores are looking and your average score. We even display the user comments along with scores so that you will understand the reason for that score and take action based on it.

When to send NPS surveys?

For new customers, send out your initial survey after they’ve had time to fully experience your product or service. From then on, send your survey out on a regular basis to monitor evolving customer sentiment.

CES

CES explores how much effort a customer feels they had to put in to resolve an issue and is usually used to help customer service improve resolution times and provide higher-quality experiences. In the case of CES surveys, the hyper-focused effort score question is great for getting actionable feedback for certain use cases and is often sent after customer service interactions.

CES explores how much effort a customer feels they had to put in to resolve an issue and is usually used to help customer service improve resolution times and provide higher-quality experiences. In the case of CES surveys, the hyper-focused effort score question is great for getting actionable feedback for certain use cases and is often sent after customer service interactions.

Surveyed has the option to add a pre-defined question for CES with just a button click. Once you get the required number of scores, we process the data and show a beautiful graphic representation of how scores are looking along with the average score. We even display the user comments along with scores so that you will understand the reason for that score and take action based on it.

When to send CES surveys?

Similar to CSAT, you should ask customers to evaluate an interaction immediately after it happens. This could be just after purchase, or after the resolution of a service ticket.