What is CES (Customer Effort Score)?

Customer Effort Score (CES) is a metric that measures how easy it was for a customer to resolve their issue when interacting with a product or service. It reflects the level of effort required by the user to achieve their goal (for example, receiving support, making a purchase).

CES is usually measured through a survey where the customer rates from "very easy" to "very difficult". A low CES indicates that it was simple and convenient for the customer, which helps increase loyalty and reduce churn.

An example question for CES:

How easy was it to resolve your issue when contacting support?

CES helps companies identify and eliminate difficulties in the user experience, making interactions as simple and effective as possible.