# Customer Effort Score (CES)

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.