Customer Effort Score
MetricCustomer Success
A metric that measures how easy it is for customers to interact with a company, resolve issues, or achieve their goals with the product.
Customer Effort Score (CES) is a metric that quantifies how easy it is for customers to interact with a company, resolve issues, or achieve their goals. It is built on the idea that reducing customer effort is a stronger predictor of loyalty than delighting or exceeding expectations.
How CES Is Measured
CES is usually collected via a short survey immediately after a key interaction, such as a support ticket, onboarding step, or important product action.
Standard question example:
"How easy was it to [resolve your issue / complete your task]?"
Customers respond on a scale from 1 (very difficult) to 7 (very easy).
Formula:
```text
CES = Average of all responses
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