Customer Effort Score (CES)

What Is A Customer Effort Score (CES)?

CES is a metric used to gauge how easy it is for customers to interact with a company, resolve issues, and find the information they need.

It often involves asking customers to rate their effort on a scale, typically ranging from 1 (very easy) to 5 (very difficult), with lower scores indicating less effort.

How To Calculate Customer Effort Score (CES)?

CES Score = Sum of CES scores / No. of responses

An Example Of Customer Effort Score (CES)

A company sends a survey asking customers to rate how easy it was to find an answer to their question in the knowledge base on a scale of 1-5.

Responses: 3, 5, 4, 5, 2

CES Score = (3 + 5 + 4 + 5 + 2) / 5 * 100 = 3.8

Insights about Customer Effort Score (CES)

CES provides a quantitative measure of customer effort for specific interactions, helping companies:

• Identify areas where interactions can be made easier
• Improve customer satisfaction
• Reduce customer churn