Customer Effort Score (CES)

Customer Effort Score (CES) is a metric used to measure how easy it is for customers to interact with a company, particularly when resolving an issue or using a service. After a customer experience, they rate their effort on a scale, usually from "very low effort" to "very high effort." A lower score indicates that customers found the process simple and seamless, while a higher score suggests difficulties. Companies use CES to identify areas for improvement in their services, aiming to enhance customer satisfaction and loyalty by reducing customer effort in their interactions.