You want to understand how easy it is for your customers to get their questions answered from your support team. The appropriate feedback survey to use is:
- Customer effort score
- Customer satisfaction survey
- Net promoter score
- Customer leadership score
Explanation: The appropriate feedback survey to use when you want to understand how easy it is for your customers to get their questions answered from your support team is the Customer Effort Score (CES). CES is specifically designed to measure the level of effort customers have to exert to accomplish a particular task, such as resolving an issue or getting their questions answered. By asking customers a simple question like, ‘How easy was it to get your question answered by our support team?’ and providing a scale for responses ranging from ‘very difficult’ to ‘very easy,’ you can gauge the ease of the support experience. CES focuses on the customer’s perception of effort rather than overall satisfaction, making it well-suited for evaluating the efficiency and effectiveness of support interactions. This metric provides valuable insights into areas where customers may encounter obstacles or friction in their journey, allowing you to identify opportunities for improvement and optimize the support process to enhance customer satisfaction and loyalty. Therefore, the correct answer is Customer Effort Score.