Customer Effort Score (CES)

Measures the effort a customer has to exert to get an issue resolved.

Customer Effort Score (CES)

Measures the effort a customer has to exert to get an issue resolved.

Customer Effort Score (CES)

Measures the effort a customer has to exert to get an issue resolved.

Formula

Customer Effort Score (CES) = (Sum of Effort Scores) / (Number of Responses)

Know your metric

Importance of

Customer Effort Score (CES)

Important for understanding the ease of interaction with the company, linked to customer loyalty.


  1. Predicts Loyalty

Lower effort scores are correlated with higher loyalty.


  1. Service Improvement

Highlights areas needing less complexity.


  1. Reduces Churn

Helps focus efforts on reducing customer churn by simplifying processes.

Drawbacks of

Customer Effort Score (CES)

High scores can indicate major service issues.


  1. Not Specific

Does not indicate specific problems.


  1. Limited Scope

Focuses only on effort, not satisfaction or quality.


  1. Cultural Bias

Perceptions of effort can vary culturally, affecting scores.

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