Customer Effort Score (CES)

Customer Effort Score (CES) is a metric used to measure the level of effort required by customers to complete a specific task or interaction with a company. It is typically assessed through post-interaction surveys where customers are asked to rate the ease of completing their desired action, such as resolving an issue, making a purchase, or accessing information. A high CES indicates that customers found the experience easy and convenient, while a low CES suggests that they encountered challenges or friction during the process.