{"id":31135,"date":"2019-03-04T01:52:13","date_gmt":"2019-03-04T01:52:13","guid":{"rendered":"https:\/\/www.sisinternational.com\/?page_id=31135"},"modified":"2025-09-14T00:33:25","modified_gmt":"2025-09-14T04:33:25","slug":"customer-effort-score-marktforschung","status":"publish","type":"page","link":"https:\/\/www.sisinternational.com\/de\/solutions\/qualitative-quantitative-research-solutions\/customer-effort-score-market-research\/","title":{"rendered":"Customer Effort Score Marktforschung"},"content":{"rendered":"

Customer Effort Score Marktforschung<\/h1>\n\n\n\n
\"SIS<\/figure>\n\n\n\n
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Was ist der Customer Effort Score?<\/span><\/h2>\n\n\n\n

Customer Effort Score (CES) is a favored survey method that ranks the ease of a consumer’s experience with a company. It asks customers about the effort they put into using a product or service. This metric evaluates how likely it is for that customer to continue using and paying for the product or service.<\/span><\/p>\n\n\n\n

Service organizations should try to be low-effort. Why? Because effort has the most reliable connection to consumer loyalty. By tracking CES, organizations can make enhancements that improve the customer experience. If they reduce customer effort, service organizations can provide higher-quality interactions and lower costs. They can also use CES to uncover high-effort pain points in customer interactions.<\/span><\/p>\n\n\n\n

What does it mean to reduce customer effort? In simple terms, it means to eliminate obstacles. Customers dislike having to reach out to a company over and over again to resolve an issue. They hate having to rehash a problem to several people and switching between service channels. For example, they don’t want to call after trying to address an issue on the company\u2019s website. Customers punish bad service more often than they reward a delightful experience.<\/span><\/p>\n\n\n\n

CES-Umfragetypen<\/span><\/h2>\n\n\n\n

Unternehmen k\u00f6nnen verschiedene Kennzahlen verwenden, um den Customer Effort Score zu messen. Die gew\u00e4hlte Kennzahl kann jedoch die Art und Weise \u00e4ndern, wie das Unternehmen Umfragen berechnet und bewertet. Zu den Umfragetypen geh\u00f6ren:<\/span><\/p>\n\n\n\n

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  1. Die Skala von 1 bis 10 \u2013 <\/b>Die Befragten geben auf eine Frage eine Antwort im Bereich von 1 bis 10. Der Bereich von 7 bis 10 enth\u00e4lt normalerweise positive Antworten.<\/span><\/li>\n\n\n\n
  2. Die Likert-Skala \u2013<\/b> Bei dieser Methode wird eine Skala mit einer Reihe von Antworten verwendet. Diese Antworten reichen oft von \u201eStimme \u00fcberhaupt nicht zu\u201c bis \u201eStimme v\u00f6llig zu\u201c.<\/span><\/li>\n\n\n\n
  3. Emoticons \u2013<\/b> Diese Metrik ist einfach. Sie verwendet ein trauriges Gesicht, ein neutrales Gesicht und ein gl\u00fcckliches Gesicht, um die Kundenerfahrung zu bewerten.<\/span><\/li>\n\n\n\n
  4. Die Skala von 1 bis 5 \u2013<\/b> Die Antwortm\u00f6glichkeiten lauten in diesem Fall: Sehr schwer \u2013 Schwer \u2013 Weder schwer noch Einfach \u2013 Einfach \u2013 Sehr einfach. Unternehmen k\u00f6nnen die Reihenfolge auch umkehren.<\/span><\/li>\n<\/ol>\n\n\n\n

    Warum ist CES wichtig?<\/span><\/h2>\n\n\n\n
    \"SIS<\/figure>\n\n\n\n

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    Bei der modernen Idee des Omnichannel-Service geht es darum, den Kundenaufwand zu reduzieren. Es geht auch darum, Konflikte zwischen Servicekan\u00e4len zu verringern. CES bietet Unternehmen eine ganz neue Ebene des Kundenfeedbacks. Dieser zus\u00e4tzliche Kontext erm\u00f6glicht es dem Unternehmen, mangelhafte Kan\u00e4le und Prozesse zu identifizieren. Anschlie\u00dfend kann es Ma\u00dfnahmen ergreifen, um diese zu verbessern.<\/span><\/p>\n\n\n\n

    Customers want to find what they need easily, and as fast as possible. They want to buy something, perform a task, or get some service. They\u2019re not looking to establish a relationship with a brand. However, they will do so if they have an excellent customer experience. If the website is easy to navigate, they\u2019re likely to buy more products. They will sign up for a new service if the process is simple. Moreover, if a company does an excellent job in resolving issues, they\u2019re likely to recommend it to others.<\/span><\/p>\n\n\n\n

    Wann sollten Sie CES verwenden?<\/span><\/h2>\n\n\n\n

    The CES survey is most effective when used after specific customer service checkpoints. For example, companies can use it after a customer resolves an issue via an online help desk. Alternatively, they can deploy it after the customer speaks to a call center attendant. These micro touchpoints show how easily a company makes life for its customers. Companies can use information from the responses to make future interactions easier, thus improving customer loyalty in the process.<\/span><\/p>\n\n\n\n

    Customers are busy. They want and expect fast, uncomplicated interactions with a company\u2019s products and services. Companies should use CES to ensure they\u2019re meeting their customers\u2019 expectations. It can also pinpoint new opportunities that will improve their experience. Why should they provide measures that decrease their customers\u2019 level of effort? It will pay off in the things that matter the most to their business, like customer retention.<\/span><\/p>\n\n\n\n

    Unser Standort in New York<\/h2>\n\n\n\n

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