Customer Effort Score (CES)

Customer Effort Score (CES) measures how much effort customers need to solve a problem, complete an action, or get support. It’s typically gathered through short post-interaction surveys and focuses on ease of experience rather than overall satisfaction.

In customer support, a low effort score shows that processes such as troubleshooting, billing, or returns are simple and intuitive. Analyzing CES helps organizations identify friction, simplify workflows, and improve self-service. Reducing customer effort builds loyalty, encourages repeat business, and creates smoother, more hassle-free experiences.