Customer Effort Score

Customer Effort Score (CES) measures how easy or difficult it is for customers to get what they need from a company. After an interaction, customers usually rate how much effort they had to put in, often on a scale from "very easy" to "very difficult." The goal is to identify areas where the company can make processes smoother, so customers can resolve issues or complete transactions with less hassle. A high CES indicates customers find it effortless to do business with the company, which can lead to greater satisfaction, loyalty, and positive word-of-mouth.