What Is The Customer Effort Score (CES)?
Customer Effort Score (CES)
Customer Effort Score (CES) is a type of customer satisfaction survey used to increase customer loyalty by reducing the amout of effort required from customers. It is used by measuring the ease of service experience in an organization.
Customer Effort Score is implemented by asking end-users aabout certain aspects of their experience and how much effort was required during the experience. It is an indication of performance both in terms of staff and services. It is a valuable measuring method in terms of understanding the approach and support process of customer service personnel, about the tendencies of your customer base and about the improvements you need to make to your processes.
You can find below some examples of CES questions.
| Considering the service you received from our Customer Service channel, how easy was it for you to resolve your transaction? |
| 1. Very Easy |
| 2. Easy |
| 3. Normal |
| 4. Difficult |
| 5. Very Difficult |
| When you think about your shopping experience, how easy was it for you to find the items you were looking for? |
| 1. Very Easy |
| 2. Easy |
| 3. Normal |
| 4. Difficult |
| 5. Very Difficult |
| How easy would you consider the process of ordering from our website? |
| 1. Very Easy |
| 2. Easy |
| 3. Normal |
| 4. Difficult |
| 5. Very Difficult |
The effort score, like the satisfaction score, is calculated using the arithmetic mean.