Top 11 Customer Effort Score Tools (CES Tools) 2023 - A Complete Guide

1
Products Resources Customers Pricing About
Us Login Request a Demo
Customer Effort Score
11 Customer Effort Score Tools in 2023 Free
Paid
Manisha khandelwal Apr 27, 2023 14 mins
read

• 11 Customer Effort Score Tools in 2023 Free
  Paid CES Tools Explaining CES tools and CES
  Score
• What is a Good CES score and How do you Calculate
  it? What is a CES tool and How does it Work?
• Top 11 CES Tools in 2023
• SurveySensum
• Qualtrics
• SurveyMonkey
• SurveySparrow
• JotForm
• Typeform
• Retently
• NiceReply
• InMoment
• Qualaroo
• QuestionPro
• Final Verdict on the Top 11 CES Tools Frequently
  Asked Questions

Every business wants to build a loyal customer
base to run its business in the long run.
?
But, how do you build a loyal customer base? Is
it all about the quality ofWyeo'reuOr nline!
How may I help you today?
products and services alone? Or is there
something else involved in creating loyal
customers?
For instance, earlier we weighed customer loyalty
only on the quality of products and services
sold. But, it then became evident that customer
loyalty also resembles the effort your customers
put in to acquire your products and services. If
your customers cant find immediate solutions to
their queries, connect to a customer support
section to raise an issue, and get reliable
customer assistance, they become disloyal. And,
that means the more extra effort they need to put
in to interact with your business, the more
disloyal they become. To resolve all these issues
and help businesses measure and improve their
Customer Effort Score ?CES?, several companies
have developed CES tools like SurveySensum,
Qualtrics, SurveyMonkey, etc. Therefore, in this
article, we will discuss points like what is a
CES score, how to measure it, and what are the
top 11 CES tools in 2023, etc. in
detail. Explaining CES Tools and CES Score
2
Now, let us examine what a good CES score is, how
to calculate it, and how a CES tool helps
you. The idea behind measuring the customer
effort score came from the Harvard Business
Review. It explained the importance of delighting
the customer and measuring the CES score to
understand their ease of using your services and
satisfaction. So, what is a good CES score and
how do you calculate it? Customer Effort Score
?CES score? is a metric that tells you how easy
it was for your customers to do business with
you. A business can launch CES surveys to
calculate the CES score on a scale of 1-7 and
identify how effortful it was for a customer to
resolve an issue, raise a ticket, get assistance,
or purchase a product or service. A score of 1
indicates very high effort, whereas a score of
7 indicates very low effort. A good CES
score A good CES score would be anything above
5. If you have lower scores, it is time to
identify the friction and resolve issues
immediately to improve their experience. But,
when to launch a CES survey? You can launch the
CES surveys immediately after a purchase or an
interaction with the customer, or you can use
them to examine the overall customer
experience. And, how to calculate CES
score? You need to calculate the average score
of the CES survey responses to understand the
CES score. The formula to calculate the CES score
would be as follows CES score ?Total sum of
responses? / ?Number of responses? What is a CES
tool, and how does it work?
A Customer Effort Score tool is software designed
to help businesses create and launch interactive
CES surveys instantly without any hassles. It
lets you brand your surveys with logos, texts,
and other elements. A good CES tool can also let
you send follow-up questions, create real-time
reports and summaries, and share the surveys
over multiple channels and sources. A CES tool
has the ability to add follow-up questions,
integrate them with your helpdesks, generate
real-time reports, collaborate with your team
members, and work in sync with other customer
experience tools. Features of a Good CES Survey
Tool Before we dive into the top CES tools, lets
take a look at some key features that make a CES
survey tool good. The tool should provide the
ability to add follow-up questions according to
the survey score. It should offer real-time CES
reports. It should allow the integration of help
desk tools. And it should also be able to gauge
other CX metrics. In other words, the tool
should have the ability to conduct not just CES,
but also NPS and CSAT surveys. Lets move on to
the top CES tools for your business. CES Tools
Comparison Chart
CES Tool Critical Features Free Free Price G2
3
Version Trial Review
SurveySensum Pre-built templates Insightful dashboards Real-time feedback Text analysis Affordable Exceptional customer support Easy personalization Yes Yes 49/month ?Billed annually? 4.7 ?5?
Qualtrics Activity Tracking Automated Routing Campaign Management Feedback Management Reporting/Analytics Workflow Management NA NA Not available 4.4 ?5?
SurveyMonkey Live Results Sharing Mobile Surveys Offline Response Collection URL Customization Yes Yes 20/user/month 4.4 ?5?
SurveySparrow Anonymous Feedback Benchmarking Customer Segmentation Multi-Channel Data Collection Multi-Channel Distribution Negative Feedback Management Yes Yes Not Available 4.4 ?5?
Jotform Collaboration Tools Customizable Templates Project Planning Scheduling Yes NA 34/month ?Billed annually? 4.7 ?5?
Typeform Collaboration Tools Conditional Logic Customizable Branding Customizable Forms Data Analysis Tools Data Capture and Transfer Data Extraction Yes NA 25/month 4.5 ?5?
Retently Activity Tracking Campaign Management Loyalty Program Negative Feedback Management Rewards Management Sentiment Analysis No Yes 299/month ?Billed annually? NA
NiceReply Complaint Monitoring Engagement Tracking Feedback Management Multi-Channel Data Collection No Yes 59/month ?Billed annually? 4.5 ?5?
4
Multi-Channel Distribution Multi-Language Negative Feedback Management
InMoment Ad hoc Reporting Benchmarking Goal Management Predictive Analytics Predictive Modelling Profitability Analysis Pulse Surveys Reporting Analytics No No Not Available 4.7 ?5?
Qualaroo Anonymous Feedback Data Analysis Tools Predictive Analytics Pulse Surveys Question Branching Question Library No Yes 79/month ?Billed annually? 4.4 ?5?
QuestionPro Customized branding Export data Advanced skip logic Multilingual surveys Custom survey link Crosstab analysis Yes Yes 99/month ?Billed annually? 4.5 ?5?
Top 11 CES tools in 2023 Heres a compiled list
of the top 11 Customer Effort Score tools in 2023
to help you create and launch CES surveys
hassle-free and improve your customers
experience. 1 SurveySensum
SurveySensum is the most efficient CES tool in
2023 compared to its counterparts in terms of
pricing, usability, analytics, and results. It
uses advanced tools, text analysis, insightful
dashboards, word clouds, and more to help you
identify disappointed customers, brand your
surveys, eliminate duplication, improve
analytics, and create quicker and faster
surveys. SurveySensum is one of the most
effective feedback platforms used by the
automotive, insurance, and BFSI industries. It
helps you launch personalized surveys at every
touchpoint across the customer journey, gather
all feedback in one place, analyze the feedback,
and close the feedback loop to enhance customer
experience. Best Features Personalization and
survey branding The CES tool allows you to
personalize your surveys with your logo, images,
and other elements. Using the Customer Effort
Score tool, you can modify the theme, designs,
survey questions, and more. Customized follow-up
questions You can send custom follow-up
5
questions to customers based on their feedback.
You can also control and limit the follow-up
questions to a particular group of
respondents. Multi-channel platforms
SurveySensum lets you share your surveys over
multiple channels to reach more audiences and
facilitate better response rates. You can share
the surveys over emails, WhatsApp, social media,
CRM software, etc., or embed the URL to a website.
? Learn how we helped businesses improve response
rates through WhatsApp surveys.
Third-party app integration This CES tool allows
you to integrate the CES surveys with a number
of third-party applications. Some of the apps
supported are Hubspot, Slack, Zapier,
etc. Intelligent analytics and reports The best
part of the CES tool is that it lets you create
intelligent reports and actionable insights in
real-time. You can also present the surveys at
every touchpoint to improve your experience
across the entire journey. Text sentiment
analysis SurveySensum lets you analyze the
responses using text and sentiment analysis to
understand the emotions and trends behind each
response.
Pros Exceptional support team Ability to run
multiple feedback management programs at a time
Create WhatsApp surveys Affordable
Cons Need a few more integrations to support
Pricing Starts at 49/ month if billed annually
Want to get started with SurveySensum?
Request a Demo
2 Qualtrics
If you are looking for a reliable Customer Effort
Score tool, Qualtrics is your right choice. It
offers 100 survey question types and 50
templates. It has one of the best analytics
among its competitors. Best features Online and
offline surveys An AI tool to improve survey
response rates 30 graph types and visual data
representations are available
Pros Provides advanced features to create and
launch surveys Can easily integrate with existing
software
6
Cons Not easy to learn, especially for
first-time users Too many features are often
creating chaos
Pricing Connect with the customer support team
for a quote. 3 SurveyMonkey
Another interesting Customer Effort Score tool is
SurveyMonkey. It is well-known for its
mobile-friendly surveys and pre-built templates.
You can customize follow-up questions easily and
use filters, tags, and other elements to group
your surveys to create insightful reports
quickly. Best Features Automatic weblinks
response validations 200 pre-built survey
templates Real-time responses, summaries,
reports, and snapshots
Pros Anonymous survey submission Unique
reporting tools and custom dashboards
Cons Boring and outdated theme and survey
structures Limited branding and customization
elements
Pricing They offer a free version through their
Basic plan. The paid plan starts
at 20/user/month. 4 SurveySparrow
SurveySparrow tool allows you to collect both
quantitative and qualitative responses from
various touchpoints without hassles. The
conversational UI of SurveySparrow also offers a
great experience to customers. Best
Features Conversational and compelling user
interface Conditional logic, 1500 integrations,
skip logic, etc. Multiple User accounts under
one account
Pros Flexible and powerful mobile
version Easy-to-use survey forms and built-in
templates
Cons Lacks email marketing features Too much
developer dependency for bulk actions
Pricing They offer a free plan for personal use.
Contact the SurveySparrow team to get details of
their paid plans.
7
5 Jotform
Jotform is a powerful CES tool to create engaging
and visually appealing CES surveys. It enables
you to gather feedback easily and integrate it
with other software. The tool has several
features that allow you to create effective
workflows quickly. Best Features Conditional
logic, skip logic, and branching Quick data
export and import feature Customizable tools and
templates
Pros Easy to set up, use, and customize Several
integrations, out-of-the-box widgets, and features
Cons Considered more expensive than its
counterparts Jotform is often considered spam,
and mail ends up in the spam folder
Pricing They offer a free version with 100
monthly submissions. Their paid plans start at
34/month if billed annually.
Looking out for a Jotform alternative? Click here
?
Want to get started with SurveySensum?
Request a Demo
6 Typeform
Typeform is a simple and hassle-free Customer
Effort Score tool that lets you create
customized surveys and questions without hassles.
It is considered to be the gold standard of
no-code solutions where you can personalize
workflows and custom surveys quickly. Best
Features Mobile-optimized surveys Branding
customization and survey customization Quick data
capture, transfer, extraction, exporting
importing
Pros Very crisp, clear, and beautifully
designed surveys Responding to the surveys is
often fun, intuitive, and engaging
8
Cons The interface is laggy and cant handle
complex forms It is expensive, and many features
are way beyond affordable plans
Pricing The basic plan starts at 25/ month. 7
Retently
Retently is one of the best Customer Effort Score
tools in 2023 that allows businesses to
conduct and send short surveys quickly. It
facilitates a business to segregate audiences,
schedule surveys automatically, and create
surveys in multiple languages hassle-free. Best
Features Closed-loop management and instant
analytics Audience segmentation and automatic
survey scheduling Custom workflows and survey
template customization
Pros Great customer experience and service
assistance Easy to set up, use, and import data
Cons The basic subscription model has too many
limitations In-app surveys miss several
functionalities
Pricing For B2B businesses their pricing plan
starts from 299/month ?billed annually?. 8
Nicereply
Nicereply is a great CES tool that lets you
create and share surveys quickly across all
customer touchpoints. It has mechanisms to track
and monitor feedback, insights, and trends
easily and identify dissatisfied customers easily
using filters, tags, and comparison
reports. Best Features Complaint monitoring
negative feedback management Customer engagement
traceability Automated workflows push
notifications
Pros Intuitive dashboard and reporting
features Easy to customize and use tools
Cons Functionality limitations and flexibility
issues You need to restart the survey from
scratch if some error occurs in between setups.
9
Pricing Their starter plan is 59 per 3 users
per month, and they offer a 14-day trial. 9
InMoment
InMoment was earlier called Wootric. It is a
perfect CES tool if you are looking forward to
running micro surveys or collecting advanced CES
insights. It automates data analysis processes
and can collaborate with NPS, CES, and CSAT
surveys without problems. InMoment also provides
custom filters, real-time alerts, push
notifications, etc. Best Features Multilingual
surveys and multi-channel platform Text
advanced analytics and predictive analysis CS
strategy design to initiate surveys based on
event
Pros Best customer support among its
competitors Easy to create surveys and understand
what is wrong with the help of intelligent
analytics
Cons No flexibility in customizing surveys and
questions Lacks effective closed-loop evaluations
and comparisons
Pricing Contact the team for pricing 10
Qualaroo
Qualaroo CES tool is designed to collect CES
feedback from websites, embedded links, product
pages, pop-up windows, etc. It uses
Qualaroo-Nudges to transact with customers and
capture responses quickly. Real-time updates,
sentiment analysis, text analysis, etc, are some
of its intuitive features. Best Features Offers
multilingual support and multi-channel surveys
Prototype testing, skip logic, and pre-built
templates Design customizations and
responsiveness
Pros Great for targeting and white-labeling Pop-
up tools ?Nudges? for perfect A/B testing
Cons Limited grouping and reporting
functionality Cannot clone desktop nudges to
mobile
10
Pricing The essential package ?contextual
email surveys? starts at 79/month if billed
annually. 11 QuestionPro
This online survey tool helps you collect data
and perform qualitative and quantitative
analysis. QuestionPro provides quick and easy
surveys with intuitive UI and 300 survey
templates. In addition, it offers real-time
reporting and a custom dashboard, making it
easier to understand the survey performance. Best
Features Create surveys optimized for mobile
devices and share them through different
platforms. These platforms include email,
integrated pop- ups, SMS, QR code, and social
media channels. Compare data across different
segments or groups of respondents. Customize
survey paths based on respondents answers for a
more personalized experience.
Pros It is simple and easy to use. All data is
collected and stored securely. Multi-language
support.
Cons Limited customization of survey
designs. Higher learning curve Expensive pricing
Pricing It offers a free version with limited
features, and its paid plans start from 99/month
for 1 user. Final Verdict on the Top 11 CES
Tools Now as you have learned about the top 11
Customer Effort Score tools in 2023 along with
their pros, cons, and important features, it is
time to finalize the one that suits your
requirement and budget. The ideal way is to run
the trial versions and evaluate their
effectiveness, compare the prices and features
of all platforms, and come to a conclusion. Now
that you know where to start and what to do, keep
in mind that you need to pick the right CES tool
to enjoy the benefits to their fullest. Give each
one of the CES tools in the list a try and see
personally what works best for you. If you are
still unsure about choosing the right software
for your requirements, please feel free to reach
us.
Want to get started with SurveySensum?
Request a Demo
Frequently Asked Questions ?FAQs? on CES Tools
What is a good CES score for SaaS?
Any score above 5 is considered a good customer
effort score. But keep in mind that no matter
the score you receive at the beginning, you can
always get insights about the responses by
following up with adequate questions.
11
How to improve the CES score of your
business? Always provide multiple channels for
your customers to contact your business and for
you to acquire feedback from your
customers. Provide your customers with
self-service options making it easier for them
to get their queries answered and reducing
customer effort Customers always want their
issues resolved quickly as possible and
implementing a robust customer service approach
can improve your CES score.
How can CES score help your business?
Can find and focus on what the audience wants and
areas to improve customer satisfaction. Help you
boost your customer loyalty. The feedback
received can provide insights into improving your
products/services.
Want to get started with SurveySensum?
Request a Demo
How much did you enjoy this article?
Stay up-to-date with latest CX tips and tricks,
subscribe now!
Enter email address Subscribe Dont worry, we
dont spam you.
Blog to read
VOC 15 Top Formstack Alternatives for Effective
Survey Read More
Net Promoter Score
Net Promoter Score
NPS in Customer Service Measure and Improve
Customer Loyalty Read More
11-Point or 5-Point Scale Which NPS scale
should you use Read More
Products
Resources
Pricing
Customers
Contact
NPS, CES, CSAT Survey Software
Manulife Aset Manajemen Indonesia ?Finance?
Customer Experience
Contact Us
Top Alternatives and tools
15 Best NPS tools
Digital CX Trends Report 2021
62 812 1150 0049
Text Analytics Software
Customer Experience Trends Report 2020
Top 10 Qualtrics Competitors
Indomobil ?Automotive?
support_at_surveysensum.com
Top 10 Medallia competitors
WhatsApp us
NPS Software
12
Financial Sector Customer Experience Trends
Report 2020
Daimler ?Automotive?
Top 11 Voice of the Customer Tools
Request a New Feature
Request a Demo
Address SurveySensum, Astoria Queens, NY 11105
USA
Insurance Sector Customer Experience Trends
Report 2020
Astra Honda Motor ?Automotive?
Top 10 Customer Feedback Tools
Product Roadmap
2020 Indonesia Holiday Shopping Trends Report
About Us
Changelog
Allianz ?Insurance?
Indosat ?Telecommunication?
Integrations
Blogs
Outlook
Help Center
Link Net ?Telecommunication?
Slack
Apria ?Healthcare- DME?
Subscribe to SurveySensum Experience Newsletter
Enter email address
Subscribe
Terms of Use
Privacy Policy
Cookie Policy
Copyright 2021. SurveySensum Powered by
Neurosensum All rights reserved.
Sitemap