Change Survey System From Csat To Ces

Dear valued customers,

ACT is working hard to win our customers loyalty by solving their issue quickly and easily, and make sure that our service is provided better and faster, the voice of customer is very important to improve and develop the services.

As you might have noticed that survey in all Customer Service team mails have changed from CSAT to CES which is Customer Effort Score (CES) metric gauges the level of effort that customers have put in to achieve their goals while interacting with ACT. It gives us a quantitative measurement of what customers perceive when doing business with us and specifically how hard or easy they think it is.

From a customer perspective, only the specific question we ask and the rating scale used, will change as below.

Thank you for your continued partnership with ACT. We look forward to your participation in ACT survey.