Customer Effort Score (CES)

Customer Effort Score (CES) is a metric that measures the ease of customer interactions with a business, specifically focusing on how effortlessly customers can complete tasks or resolve issues. A lower CES indicates a smoother experience, while a higher score reveals friction points that need addressing.

Use Case

A telecommunications company surveys customers after they contact support. They ask, "On a scale of 1 to 7, how easy was it to resolve your issue?" The feedback helps the company identify and reduce obstacles in their support processes, ultimately improving customer satisfaction and loyalty.