Customer Effort Score Surveys
Sonika Mehta avatar
Written by Sonika Mehta
Updated over a week ago

Customer Effort Score (CES) is a single-item metric that measures how much effort a customer has to exert to get an issue resolved, a request fulfilled, a product purchased/returned or a question answered.


CES surveys typically ask the question, “on a scale of ‘very easy’ to ‘very difficult’, how easy was it to interact with [company name].” The idea is that customers are more loyal to a product or service that is easier to use.


CES score is calculated by adding the total CES scores of respondents divided by the number of respondents.

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