Accessible from the Overview.
- What’s the CES?
The Customer Effort Score (CES) is an index that evaluates how much effort your customers must make to ensure that their requests are processed and resolved.
A symbolic value can be given to the response options:
- Response options 1 and 2 are considered positive (low level of effort).
- Response option 3 is considered neutral (moderate level of effort).
- Response options 4 and 5 are considered negative (high level of effort).
- How is the CES calculated?
The CES index is measured by asking the question: “In your opinion, on a scale of 1 to 5, how much effort did you need to make to have your request processed?” As a core trend measure, this index is calculated by averaging the 1 to 5 results obtained (important, not the percentages you see over the graphic).
- What’s a good CES?
It has been shown that the lower (easier) the effort a customer exerts, the more likely they are to do business with a company again. Some studies show that the CES index is strongly linked to a company’s financial performance and customer loyalty. Therefore, the ultimate goal is to obtain an average that is as close to 1 as possible.
