Customer Effort Score in Zendesk
Not plannedI would like the Customer Effort Score survey in Zendesk, currently you need to install a paying app for this. But this metric is becoming increasingly important and gives more insights about your processes than a CSAT.
It would be ideal if you could choose which combination of metric you could query, for example NPS and CES or CES and CSAT or all 3, ...
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Official comment
Hey Everyone, I'm one of the Product Managers here at Zendesk. Thank you all for sharing your feedback and your thoughts on this area and the insights to processes it may provide. So far we don't have anything planned to address this in the roadmap over the next 9 months, so that's why this has been updated to "Not Planned". We do regularly revisit and reassess based on your input, and update our roadmap plans once a quarter. If this becomes something that bubbles up to become a priority then we'll be sure to update this thread. In the meantime I'd recommend looking at our Marketplace where there are a number of integrations that can address this need.
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I'd like to have this also.
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We are very much interested in this as well. The above post was in July 2019. Do we have any updates?
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The product team has not picked up this request yet; they typically wait for a larger number of users to vote and comment on a request before it gets prioritized to be evaluated.
We'll keep the thread open and continue to collect votes and use-cases.
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Hi, where can I vote?
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Hello @...,
Each topic and post in the Community have the option to up/down vote below it. Utilizing this tool feature would be the best way to vote for content and ideas you are in favor of.
Best regards.
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Definitely +1 (voted). We currently use NiceReply to capture both CSAT + CES and are exploring what we can do in the same with the ZenDesk CSAT option.
This might actually be a blocker for us in moving over to use the built-in ZenDesk option for now.
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Upvote
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+1 !
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Yes please!
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+1
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There should be a CES survey available. By 2020, this is an incredibly widely-used survey type, especially important in the tech industry and post-Covid. CES survey options should be added ASAP.
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Yes, ironic that Zendesk does not offer CES capability in light of its mention in "CX Champions: How CX Leaders Who Raise Their Game Are Driving Business". I have found that Surveypal has good capabilities for all types of surveys, and is pretty easy to use, and populates custom fields in Zendesk and supports Power BI.
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Still very interested in Zendesk offering CES capability; I hope this gets picked up by the Zendesk team soon. In the meantime, is anyone using 3rd party integrations to capture your CES?
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I am very interested in bringing the CES capability into the Zendesk standard. Please implement as soon as possible!
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The possibility to choose between CSAT, NPS and CES should be a standard functionality in Zendesk.
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Very interested in CES! In the mean time, are there any integrations other companies recommend for capturing CES in ZD?
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Another vote for CES in Zendesk please!
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+1 vote
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Hey! Also think this is a very good idea! +1 vote here!
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+1
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+1
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Yes please!
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yes please
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Devan La Spisa or Nicole Saunders - are there any updates on this topic?
In terms of collecting use cases, this should be a standard survey available, It is a common recommendation throughout the industry and in Zendesk's CX Insight webinars and related articles (https://www.zendesk.com/blog/customer-effort/). There are several community members that want to execute on these recommendations. Please help us in doing so.
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Yes please!
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Adding a vote for CES integration
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Just saw this moved to "Not Planned" in the last handful of days. This is one of the features with the most votes on the forum, is there any information on why this isn't being considered?
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Hello everyone. This is Lenka from Nicereply. As was mentioned before, there are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow you to use and combine CSAT, CES & NPS surveys. Since Zendesk is not planning to develop other survey metrics in the coming months feel free to reach out if you have questions regarding other options available on the marketplace.
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Hello, I'm a new Zendesker (week #5) here in NZ but I came from the CEB/Gartner research team that first researched and introduced the concept of Customer Effort and Customer Effort Score (CES) to the industry way back in 2008. I'm happy to help brainstorm with anyone who's interested in the metric (and the larger concept) as even if Zendesk doesn't have it on the product roadmap right now, could share with my thoughts on helping make it work with clients' or prospects' current CS and CX environments :) Hope this helps, cheers! chris.herbert@zendesk.com
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