Customer Effort Score (CES)
Average ease rating (0-10 scale) of customer interactions with company
FORMULA
CES = (Sum of Effort Ratings / Number of Respondents)
What is Customer Effort Score?
Customer experience metric. Measures how easy it is to do business with you (onboarding, support, transactions). Higher scores correlate with retention and loyalty. Track by channel and issue type.
Chart
Edit the data below to update the chart. Download as PNG or SVG — free, no sign-up required.
Required Data Columns
effort_ratingsrespondent_countaverage_score