Choose the rating scale employees use to answer the effort question in your close survey.
When a case is resolved, the close survey can ask up to three questions from the following options:
- Did this case fully address what you needed?
- Did we understand what you needed?
- Overall, how satisfied are you with how this case was handled?
- It was easy to get the help I needed
- How likely are you to recommend us to a colleague who needs similar support?
The effort question uses one of four predefined rating scales. You choose a single scale for your entire organization, and every survey uses that same scale so results remain consistent and comparable.
Before you begin
Configure the effort scale
- Open Case setup.
- Locate Close survey and select Edit.
- Turn on the questions you want to ask.
- Under Effort scale, choose the scale you want to use.
- Review the preview to see exactly what employees will see.
- Select Save.
The default effort scale is Customer Satisfaction (CSAT).
Available effort scales
| Scale | Range | Question | Employee response |
| Customer Satisfaction (CSAT) | 1–5 | Overall, how satisfied are you with how this case was handled? | Five satisfaction icons from very dissatisfied to very satisfied |
| Customer Effort Score (CES) | 1–5 | It was easy to get the help I needed. | Five-point agreement scale |
| Customer Effort Score (CES) | 1–7 | It was easy to get the help I needed. | Seven-point agreement scale |
| Employee Net Promoter Score (eNPS) | 0–10 | How likely are you to recommend us to a colleague who needs similar support? | Eleven-point recommendation scale |
How each scale is scored
Survey responses contribute to analytics and can be used to measure the Close survey score Experience Level Agreement (XLA).
CSAT and CES
CSAT and CES use an average score across all survey responses. Higher scores indicate a better employee experience.
eNPS
eNPS groups responses into three categories:
| Band | Responses |
| Detractor | 0–6 |
| Passive | 7–8 |
| Promoter | 9–10 |
The overall eNPS is calculated as the percentage of Promoters minus the percentage of Detractors, producing a score between -100 and +100.
Health thresholds
Analytics uses the following default thresholds to indicate whether survey results are healthy, approaching concern, or below target.
| Scale | Healthy at | Warning below | Breached below |
| CSAT (1–5) | 4.0 | 4.0 | 3.0 |
| CES (1–5) | 4.0 | 4.0 | 3.5 |
| CES (1–7) | 5.5 | 5.5 | 4.5 |
| eNPS | +30 | +30 | 0 |
Per-case SLA scoring
The effort question also contributes to the Close survey score XLA metric for each case. SLA policies can use this value when evaluating whether a case met its experience targets.
CSAT and CES
For CSAT and CES, the employee's selected rating is stored directly and compared with the target configured in the SLA policy.
For example, a target of 4 on a CSAT scale means employees must respond with Satisfied or Very satisfied for the target to be met.
eNPS
For eNPS, responses are normalized so they can be evaluated consistently within SLA policies while preserving the employee's original response for reporting.
| Employee response | Normalized value |
| Detractor | 0 |
| Passive | 50 |
| Promoter | 100 |
Low-score follow-up
Employees who submit a low rating are invited to provide additional feedback.
| Scale | Comment requested for |
| CSAT | Ratings of 2 or lower |
| CES | Ratings of 2 or lower |
| eNPS | Ratings of 6 or lower (Detractors) |
Comments are stored with the survey response. They don't reopen the case or trigger different notifications. Whether a case is considered resolved is determined by the separate Did this case fully address what you needed? question.
Choosing the right scale
| If you want to... | Choose... |
| Measure overall satisfaction with case handling | Customer Satisfaction (CSAT) |
| Measure how easy it was for employees to get help | Customer Effort Score (CES) |
| Measure employee advocacy and benchmark support experiences | Employee Net Promoter Score (eNPS) |
CSAT is the default option and is suitable for most organizations because it's familiar, quick to answer, and easy to interpret.
Choose CES if reducing employee effort is your primary goal. Choose eNPS if your organization already uses Net Promoter Score as a strategic metric.
Changing the effort scale
You can change the effort scale at any time.
Existing survey responses continue to use the scale that was active when they were submitted. Historical results remain unchanged, allowing reports to accurately reflect the survey scale used at the time.
For the most meaningful trend reporting, choose a scale early and avoid changing it frequently.