What is Customer Effort Score?
The Customer Effort Score (CES) is a key customer satisfaction metric that assesses how much effort a customer must exert to resolve an issue or complete a transaction. It’s a valuable customer experience metric because it provides insights into the ease of customer interactions, with lower effort typically leading to higher satisfaction. Businesses often use CES to identify friction points in their customer service processes and improve them.
CES Calculation:
CES calculation involves asking customers a simple question, such as:
“How easy was it to resolve your issue today?”
scoring responses on a scale from 1 to 7, where 1 means “very difficult” and 7 means “very easy.”
The CES metric is then calculated by averaging the responses, giving a clear indicator of customer experience across various touchpoints.
Benefits of Measuring CES:
- Improves Customer Satisfaction: A low Customer Effort Score is linked to improved customer loyalty and retention.
- Enhances Service Efficiency: Tracking the CES metric helps businesses identify areas where they can reduce customer effort, leading to more seamless experiences.
- Data-Driven Improvements: As a customer experience metric, CES provides actionable insights that help prioritize areas for improvement, directly impacting the overall customer journey.
Measuring and improving Customer Effort Score is key to delivering a smooth, satisfying customer experience.
Keep exploring more call center terminologies in our glossary!