CES
Service Operations
CES (Customer Effort Score)
Customer Effort Score
Measure of how easy or difficult customers perceive it to complete an interaction or resolve a need.
Examples
- 01After a return is processed, customers rate the effort on a CES scale from 1 to 7, with an average of 5.2.
- 02Supervisors review CES by issue type and find that returns without a label are the hardest for customers.
- 03Low CES on returns leads to a new printable label, which raises the score to 6.1.