Customer Effort Score (CES)

Customer Effort Score (CES) is a metric that gauges how easy it is for customers to interact with your business, particularly in resolving issues or completing transactions. By asking customers to rate their experience on a simple scale, CES helps identify friction points in the customer journey. Lower effort scores are linked to higher customer satisfaction and loyalty, making CES an essential tool for improving customer experience.

A customer at a reception counter interacting with a receptionist in a spacious, modern salon with large windows, wooden beams, and salon chairs in the background.

Understanding Customer Effort Score (CES) is essential for enhancing customer satisfaction and loyalty. CES surveys ask customers to rate their experience on a scale from 1 to 7, or to indicate their agreement with statements ranging from "strongly disagree" to "strongly agree." This flexibility allows businesses to customize the survey to target specific aspects of their operations, such as overall ease of interaction or the simplicity of the checkout process. By tailoring CES surveys to key business elements, you gain valuable insights that help improve customer experiences and drive growth.