Glossary
Glossary
Glossary
Customer Effort Score (CES)
Customer Effort Score (CES)
Definition
Customer Effort Score (CES) measures how easy it is for customers to interact with a company or resolve issues. It is typically assessed through a survey asking customers to rate their experience on a scale, such as 1 to 7 or 1 to 10, with lower scores indicating less effort. CES is important because it helps businesses identify and reduce friction points in the customer journey, leading to higher customer satisfaction and loyalty
Customer Effort Score (CES) measures how easy it is for customers to interact with a company or resolve issues. It is typically assessed through a survey asking customers to rate their experience on a scale, such as 1 to 7 or 1 to 10, with lower scores indicating less effort. CES is important because it helps businesses identify and reduce friction points in the customer journey, leading to higher customer satisfaction and loyalty
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