Question: How often should a customer effort score survey be used?
- After every support interaction
- Quarterly
- Monthly
- After every milestone
Explanation
A Customer Effort Score (CES) survey should be sent after every support interaction to measure how easy it was for customers to resolve that specific issue. HubSpot Service Hub uses CES data to identify friction points and improve process efficiency in real time. Frequent, interaction-specific feedback ensures actionable insights and timely improvements.
Why the other options are incorrect
Quarterly: Too infrequent to capture individual interaction effort.
Monthly: Does not provide timely feedback for each support touchpoint.
After every milestone: CES focuses on individual support interactions, not milestones.
Source for verification
HubSpot Customer Effort Score Overview
The answer(s) to the question is highlighted in the BOLD text above. You can also find more questions and answers related to the exams on the "HubSpot Service Hub Software Certification" page.