What is CES?

Customer effort score measures how easy or difficult it was for a customer to complete a task or resolve an issue. It can indicate whether there is too much friction for customers to complete a task, a lower customer effort score can indicate higher customer satisfaction.

CES example:‍

Please indicate how strongly you agree or disagree with the statement below:

It was easy to resolve my problem/issue.

Strongly disagree

Disagree

Somewhat disagree

Neutral

Somewhat agree

Agree

Strongly agree

How to calculate CES

To calculate your CES tally up the number of positive responses you got (5, 6, 7 and divide it by the total number of responses you got, then multiply by 100.

If you don’t want to do the math yourself, you can use our calculator below.

Input your CES survey responses

For CES survey response scales of 1 - 7

Positive responses (5, 6 and 7)

All other responses (4 and under)

Stored Values Container

Your CES Score

0.00 %

100

0.00 %

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What is a good CES score?

The lower the CES the better, because it means customers had to put in minimal effort to accomplish a task or resolve an issue. A high CES means it was difficult for your customer to accomplish a task or resolve an issue, which reflects poorly on the service you provide.

Why is CES important?

Customer effort score is important because it helps you better understand how easy or difficult it is for your customers to accomplish a task with your business. Ideally, you want them to be able to complete a task or resolve an issue quickly and easily.

How can I improve my CES?

To improve your CES you actually want to lower it. You can do so by examining feedback from customers and determining why they find it so difficult to accomplish a task or resolve an issue. Then you can address whatever is causing a roadblock for them. This might be long wait-times for customer support, a confusing website, or a lack of communication on your part. Whatever it is, improving it can help improve your CES.

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