Customer Effort Score (CES) Calculator
FAQs
What is a CES (Customer Effort Score)?
Customer Effort Score (CES) is a metric used to measure how easy it was for a customer to interact with your business or solve an issue. It helps companies understand and improve customer service experiences.
How is CES calculated?
CES is typically calculated by asking customers to rate the ease of their experience on a scale (e.g., 1–5 or 1–7).
Formula:
CES = Total score from all respondents ÷ Number of respondents
Why is CES important?
CES is a strong predictor of customer loyalty. The easier it is for customers to resolve issues, the more likely they are to stay with your brand and recommend it to others.
What is a good CES score?
A higher CES score indicates that customers find your services easy to use. What counts as a “good” score depends on your scale:
a. On a 1–5 scale, a CES above 4 is considered strong.
b. On a 1–7 scale, aim for 6 or above.
Is CES better than NPS or CSAT?
a. CES focuses on effort (ease of experience).
b. NPS measures loyalty.
c. CSAT measures satisfaction.