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The Customer Effort Score (CES) is a metric used to measure the level of effort required for customers to resolve their issues or problems. It is a commonly used tool to assess the customer’s experience with customer service and support interactions.
CES is typically measured by asking customers a single question on a 1 to 7 scale, such as “How much effort did you personally have to put forth to handle your request?” with 1 being “Very low effort” and 7 being “Very high effort”.
The CES formula is:
CES = (Total number of responses / Total number of customers surveyed) x 7
For example, if a company surveys 100 customers and receives an average CES score of 4.5, it means that on average, the customers found it required moderate effort to handle their request.
A low CES score indicates that customers are satisfied with the ease of resolving their issues or problems, while a high score indicates that customers found it more difficult to resolve their issues.
It’s important to note that CES is not a comprehensive measure of customer satisfaction, but it’s a good indicator of the level of effort customers are putting to resolve their issues. A low score on CES can be a sign that the customer service process is efficient and customer friendly, while a high score can signal the need to improve the process, making it more customer-centric
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