Customer Effort Score in Zendesk
Not planned
Posted Jul 19, 2019
I 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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32 comments
Official
Scott Allison
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.
0
Phil Ritti
+1
1
Lauren Davis
Hi There, I am a director of a Customer Support Team and would really like to have this ability without an application integrated as well. Is there any updates to this being implemented for Zendesk directly?
1
Chris Herbert
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
1
Lenka Brozmanova
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.
1
Official
Scott Allison
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.
0
CJ Johnson
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?
1
Dani
Adding a vote for CES integration
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JackeryJapan
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.
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Vera Hüning
yes please
0
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