Customer Effort Score (CES)

Customer Effort Score (CES) is a customer experience metric that measures how easy or difficult it is for customers to complete a task or solve a problem during an interaction with a business. CES surveys typically ask questions like, “How easy was it to resolve your issue?”, with respondents answering the question on a pre-defined rating scale (typically 1-5).

Businesses typically assess CES after specific touchpoints in the customer journey, such as:

1. After a purchase to assess how easy the buying process was

2. After customer support interactions to understand how smoothly an issue was resolved

3. During onboarding to gauge if new users can set up or start using a product without much effort