Glossary • Customer Effort Score (CES)
What it means:
Customer Effort Score (CES) is the measurement of your customer’s effort to interact with you. This is calculated using a 1 to 5 scale, and can be prompted by a simple question that can allow your customer to answer either yes or no.
CES can be a powerful metric to measure customer service satisfaction with one single question, and it is widely believed that reducing the effort your customer must exert in order to interact with your business, can enhance their experience and ultimately create more loyal and happy customers.