Hi, I would like to know how you have calculated the CES. I find information such as: "it is the total number of customers who agree that their interaction was easy divided by the total number of responses. For example, if 65 out of 100 customers rate you with a 5, 6, or 7 on a 7-point scale, your Customer Effort Score (CES) would be 65."
+17
Hi
https://www.qualtrics.com/experience-management/customer/customer-effort-score/
+18
I would actually recommend using a top 2 box approach. If they don’t select the top 2 scale options, they don’t think your org is very easy to do business with. I consider the next option is just a polite way of saying it’s not good enough.
+35
Best way to use Top 2 box percentage. But some analysist use top 3 box percentage for representation. It all depends on your/client requirement. You can simply change you rating question as Number set and can add bar chart widget and can use top box/bottom box metrics to represent the average of top 2 or top 3 boxes using scale adjustment as per your requirement..
+6
Thanks
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