Customer Effort Score (CES)

Measure how easy it is for customers to interact with your product or service

Customer Effort Score (CES) is a customer service metric that measures user experience with a product or service. Customers rank their experience on a seven-point scale ranging from "Very Difficult" to "Very Easy."

When to Use CES

CES surveys are best used immediately after a specific service or product interaction:

• After a support ticket is resolved

• After account creation or onboarding

• After a trial period signup

• After a key product interaction

CES vs. Other Metrics

Metric	Best For
CES	Measuring effort for a specific interaction or event
CSAT	General satisfaction across various topics
NPS	Overall brand loyalty and likelihood to recommend

CES differs from CSAT in that it must refer to a specific event or circumstance, rather than general satisfaction. It differs from NPS which asks a broader question about recommending your company.

Setting Up a CES Survey

1. Go to Surveys → Create Survey.

2. Create a slide with the question: "How easy was it to [complete the action]?"

3. Use a rating question type with a 1–7 scale.

4. Label the scale endpoints: 1 = "Very Difficult", 7 = "Very Easy".

Interpreting Your Score

On a standard seven-point scale:

• 5 or higher — Good score, indicating a low-effort experience

• Below 5 — Consider changes to reduce friction in that interaction

Higher scores represent a better user experience, as they indicate the customer found the interaction easy to complete.