Customer Effort Score in Zendesk

26 Comments

  • Aaron Schweitzer

    I'd like to have this also.

    5
  • Renate Johnson

    We are very much interested in this as well.  The above post was in July 2019.  Do we have any updates?  

     

    5
  • Nicole Saunders
    Zendesk Community Manager

    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.

    1
  • Consultor CXC

    Hi, where can I vote?

    3
  • Devan - Community Manager
    Zendesk Community Manager

    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. 

    4
  • Tony Ho

    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.

    6
  • Joachim Van der Goten

    Upvote

    4
  • Bert Van Doorsselaere

    +1 !

    2
  • Admin

    Yes please!

    4
  • AA Louis Knupp

    +1

    3
  • Matt Kihn

    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. 

    5
  • Kyle Clark

    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.

    4
  • Ella Snyder

    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?

    2
  • Christian Toff

    I am very interested in bringing the CES capability into the Zendesk standard. Please implement as soon as possible!

    5
  • Remo Deplazes

    The possibility to choose between CSAT, NPS and CES should be a standard functionality in Zendesk. 

    3
  • Emily Chen

    Very interested in CES! In the mean time, are there any integrations other companies recommend for capturing CES in ZD? 

    4
  • David Thair

    Another vote for CES in Zendesk please!

    4
  • Viachaslau Skorbezh

    +1 vote

    4
  • Emanuele Valério

    Hey! Also think this is a very good idea! +1 vote here!

    1
  • Ingrid van Veen - Schokkenbroek

    +1 

    0
  • Itay Taragano

    +1

    0
  • Pat Harland-Lee

    Yes please!

    0
  • Vera Hüning

    yes please

    0
  • Nick Ehlers

    Devan - Community Manager 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.

    1
  • JackeryJapan

    Yes please!

    0
  • Dani

    Adding a vote for CES integration

    1

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