What is Customer Effort Score (CES)?

Customer Effort Score (CES) is a customer experience metric that measures how much effort a customer has to exert to get an issue resolved, a request fulfilled, a product purchased/returned, or a question answered.

How do you calculate CES?

CES is typically calculated by finding the average score from responses to a question like "How easy was it to handle your issue today?", usually on a scale of 1-7.

Why is CES important?

CES is a strong predictor of customer loyalty. Research shows that reducing customer effort is more effective at building loyalty than "wowing" customers with delight. Low-effort experiences lead to higher retention and better word-of-mouth.

What is a good CES score?

On a 7-point scale, a score above 5.0 is generally considered good. Scores below 4.0 indicate that customers are finding your processes difficult and are at higher risk of churn.

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Customer Effort Score (CES) Calculator

Measure how easy it is for customers to interact with your business and complete tasks.

Customer Effort Score (CES)

Measure how easy it is for customers to interact with your business. Select a touchpoint for tailored benchmarks.

Customer Effort Score (CES) Calculator

Customer Effort Score (CES)

Response Distribution

Low Effort (Good)

High Effort (Bad)