Customer Effort Score (CES)
What is Customer Effort Score?
Customer Effort Score (CES) measures how easy it is for customers to complete a task (e.g., resolving an issue, completing a purchase). Rated on a 7-point scale, CES is particularly useful for identifying friction in service and support interactions.
In the Customer AI Masterclass (Unit 1.3: CX Metrics, Part 1), CES is positioned as complementary to NPS and CSAT, particularly effective in contexts where customers value simplicity over delight.
