Use Customer Effort Score Survey (CES)

Updated 1 year ago by Michael Alon


CES gauges how much effort the customer put forth to complete a task or solve a problem. asks “How much effort did you have to put forth” to complete a task.

Research by CEB, the creators of the Customer Effort Score, found that organizations “create loyal customers primarily by reducing customer effort - i.e. helping them achieve their goals quickly and easily.” SaaS companies often ask the CES questions at the end of onboarding or after a support interaction. 

What Causes Behavior Change In Feature Adoption?

The Fogg Behavior Model shows that three elements must converge at the same moment for a behavior to occur: Motivation, Ability, and a Prompt. When a behavior does not occur, at least one of those three elements is missing.

Usability enhancements can make wonders in product adoption !

Learn more about behavioral change theories:

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