Definition A measure of how easy customers find it to get something done, such as solving a problem.
Also called CES, Customer effort score
Example Scores adding up to 2,000 from 400 responses give an average CES of 5 out of 7.
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Why it matters Customers who find things easy are more likely to stay.
Where it is used Support surveys and customer experience reviews.
How to calculate it Sum of all effort scores ÷ number of responses
Worked example Scores adding up to 2,000 from 400 responses give an average CES of 5 out of 7.
