Pulseri What is CES? Customer effort score explained
Customer effort score (CES) shows how easy it was for a customer to finish a task, on a scale from 1 to 7.
CES stands for customer effort score. It asks how easy it was to get something done, such as exporting data or finishing a first setup. A common question is "How easy was it to get what you needed today?"
How the score works
People answer on a scale from 1 to 7: 1 is very difficult, 7 is very easy. Your CES is the average of all answers. Higher is better. Answers of 7, 6, 6, 5 and 4 total 28, so your CES is 5.6.
When to use it
Send CES right after the task, as an event survey. Ask about one task at a time. Hard tasks annoy people, and some leave. A low CES points at the step in the way.
Like CSAT, CES covers a single moment. NPS covers the whole relationship. See NPS, CSAT and CES compared.
Keep reading
Related terms
CSAT
The share of customers who said they were satisfied with one moment.
NPS
How likely customers are to recommend you, from -100 to 100.
Event survey
A survey sent when something happens, such as a closed ticket.
Ask these questions at the right moment
Pulseri sends NPS, CSAT and CES surveys to customers and eNPS and ESAT surveys to your team, and alerts you when a score is low.
Free for 14 days. Cancel any time before it ends.