Customer Effort Score
What is CES? How is it calculated?
What is Customer Effort Score

CES is used to gauge a customers ease of experience.

According to an HBR Study - The easiest way to increase customer loyalty is not through "wowing your customers," but rather through making it easier to get their job done.

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How is it measured

A question is posed

The Company made it easy for me to handle my issue

Answers are collected on a 7 point scale with
1 = Strongly Disagree
7 = Strongly Agree

A higher score results in a better CES.

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When is it measured

CES can be measured at different stages of the customer lifecycle but typically a good time is immediately after a transaction or interaction with customer service.

CES can also be measured in general across a persons experience with a particular brand or product.

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