{"id":1991,"date":"2025-11-17T08:00:00","date_gmt":"2025-11-17T07:00:00","guid":{"rendered":"https:\/\/growpromoter.com\/?p=1991"},"modified":"2025-09-29T10:04:33","modified_gmt":"2025-09-29T08:04:33","slug":"ces-in-practice-5-examples-from-different-sectors","status":"publish","type":"post","link":"https:\/\/growpromoter.com\/en\/blogs\/ces-in-de-praktijk-5-voorbeelden-uit-verschillende-sectoren\/","title":{"rendered":"CES in practice: 5 examples from different sectors"},"content":{"rendered":"<h2 class=\"wp-block-heading\">Introduction<\/h2>\n\n\n\n<p>The&nbsp;<strong>Customer Effort Score (CES).<\/strong>&nbsp;measures how easily customers achieve their goals, such as buying a product or solving a problem. CES is a powerful indicator of customer satisfaction and loyalty: the less effort a customer has to make, the more likely repeat purchases and recommendations.<\/p>\n\n\n\n<p>In this article, we look at&nbsp;<strong>five case studies from different sectors<\/strong>&nbsp;that show how CES is concretely applied and the impact it has on customer satisfaction and business results.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. Retail: simplicity in ordering and return process<\/h2>\n\n\n\n<p>A large e-commerce retailer analyzed CES scores after online orders. Customers reported that returns were complicated, yielding negative scores.<\/p>\n\n\n\n<p><strong>Actions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Returns process simplified with online label generator<\/li>\n\n\n\n<li>Chatbot added for return assistance<\/li>\n\n\n\n<li>Real-time tracking of return status<\/li>\n<\/ul>\n\n\n\n<p><strong>Results:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>CES enhanced with 20%<\/li>\n\n\n\n<li>Return frustration decreased<\/li>\n\n\n\n<li>NPS increased as an indirect effect<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">2. Finance: digital self-service<\/h2>\n\n\n\n<p>A bank wanted to reduce customer service wait times. CES was measured after interacting with their app and online portal.<\/p>\n\n\n\n<p><strong>Actions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Frequently asked questions integrated into the app<\/li>\n\n\n\n<li>Chatbot deployed for simple transactions<\/li>\n\n\n\n<li>Account information updated automatically<\/li>\n<\/ul>\n\n\n\n<p><strong>Results:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>CES enhanced with 18%<\/li>\n\n\n\n<li>Call center traffic decreased 25%<\/li>\n\n\n\n<li>Customer loyalty increased<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">3. Care: patient-centered communication<\/h2>\n\n\n\n<p>A hospital measures CES after appointments and treatments. Patients reported that administration and wait times caused a lot of trouble.<\/p>\n\n\n\n<p><strong>Actions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Digital intake forms<\/li>\n\n\n\n<li>SMS reminders and digital updates<\/li>\n\n\n\n<li>Faster access to test results via portal<\/li>\n<\/ul>\n\n\n\n<p><strong>Results:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>CES increased significantly<\/li>\n\n\n\n<li>Patient satisfaction increased<\/li>\n\n\n\n<li>Positive reviews and word of mouth increased<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">4. B2B Software: onboarding and support<\/h2>\n\n\n\n<p>A SaaS company wanted to get new customers started faster. CES was measured at onboarding and support tickets.<\/p>\n\n\n\n<p><strong>Actions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Onboarding simplified with interactive tutorials<\/li>\n\n\n\n<li>Dedicated support teams for high-value customers<\/li>\n\n\n\n<li>Automatic follow-up on tickets<\/li>\n<\/ul>\n\n\n\n<p><strong>Results:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>CES rose with 22%<\/li>\n\n\n\n<li>Fewer support tickets due to clear instructions<\/li>\n\n\n\n<li>Customers operational faster<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">5. Hospitality: improving guest experience<\/h2>\n\n\n\n<p>A hotel chain wanted to know how easily guests could check in and book services through the app.<\/p>\n\n\n\n<p><strong>Actions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Mobile check-in introduced<\/li>\n\n\n\n<li>Integration of room service and spa through one app<\/li>\n\n\n\n<li>Push notifications for updates and offers<\/li>\n<\/ul>\n\n\n\n<p><strong>Results:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>CES enhanced with 15%<\/li>\n\n\n\n<li>Higher customer satisfaction and returning guests<\/li>\n\n\n\n<li>Positive online reviews increased<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">CES in practice: lessons learned<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Measure at critical times<\/strong><br>Measure CES after interactions that are important to the customer: purchase, support, onboarding.<\/li>\n\n\n\n<li><strong>Link feedback to action<\/strong><br>Analyze scores and take immediate improvement actions.<\/li>\n\n\n\n<li><strong>Integrate technology<\/strong><br>Automation and self-service increase convenience and decrease effort.<\/li>\n\n\n\n<li><strong>Communicate improvements<\/strong><br>Let customers know that feedback is being used.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Conclusion<\/h3>\n\n\n\n<p>CES provides companies with concrete insights into how easily customers achieve their goals. By implementing practical improvements, organizations can increase customer satisfaction, drive loyalty and reduce operational costs.<\/p>\n\n\n\n<p>CES is thus&nbsp;<strong>more than a metric<\/strong>: it is a strategic tool that has direct impact on business results.<\/p>","protected":false},"excerpt":{"rendered":"<p>Inleiding De&nbsp;Customer Effort Score (CES)&nbsp;meet hoe makkelijk klanten hun doel kunnen bereiken, bijvoorbeeld een product kopen of een probleem oplossen. CES is een krachtige indicator voor klanttevredenheid en loyaliteit: hoe minder moeite een klant moet doen, hoe groter de kans op herhaalaankopen en aanbevelingen. In dit artikel bekijken we&nbsp;vijf praktijkvoorbeelden uit verschillende sectoren&nbsp;die laten zien [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":1993,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-1991","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blogs"],"jetpack_featured_media_url":"https:\/\/growpromoter.com\/wp-content\/uploads\/group-of-casually-dressed-businessmen-and-business-2024-10-20-23-21-41-utc-scaled.webp","meta_box":{"text_z14vvxcjizi":""},"_links":{"self":[{"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/posts\/1991","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/comments?post=1991"}],"version-history":[{"count":2,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/posts\/1991\/revisions"}],"predecessor-version":[{"id":1994,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/posts\/1991\/revisions\/1994"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/media\/1993"}],"wp:attachment":[{"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/media?parent=1991"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/categories?post=1991"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/growpromoter.com\/en\/wp-json\/wp\/v2\/tags?post=1991"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}