What is a Customer Effort Score?
The Customer Effort Score is an experience metric that measures how much effort customers need to exert to get their issues resolved. CES is most often used for service transactions. The idea is simple: Customers are more loyal to businesses that are easy to interact with. The CES is often based on a variant of the statement: “(Fill in the company name) made it easy for me to handle my issue.” In response, the survey participant selects from a seven-point scale, ranging from “strongly disagree” to “strongly agree.”