CES

Customer Effort Score

A metric used to measure the amount of effort a customer must put forth to resolve an issue, complete a transaction, or engage with a company. It is typically captured through survey questions that ask customers to rate the level of difficulty they experienced in their interaction with the company, with responses ranging from very easy to very difficult.

CES gauges a company’s customer-friendly processes, customer service, and overall experience. It helps organizations identify friction points in the customer journey that may cause frustration or dissatisfaction. Unlike other metrics such as Net Promoter Score (NPS) or Customer Satisfaction (CSAT), which focus on overall satisfaction or likelihood to recommend, CES measures explicitly the ease of doing business with the company.

Understanding CES helps businesses focus on reducing customer effort, ultimately enhancing customer loyalty and retention. A low CES score generally indicates that customers find it easy to interact with the company, leading to higher satisfaction and repeat business.

How CES is Measured

CES is usually measured using a simple post-interaction survey that asks customers to rate their experience on a scale of 1 to 7, where one represents very difficult and seven represents very easy. The survey question may commonly read, “How easy was it to resolve your issue with [company]?”

The CES score is then calculated by averaging all responses to this question, with a higher average indicating lower customer effort and a smoother experience. Some companies may also use a 5-point scale or customize the wording of the survey question based on their specific business needs.

Why CES Matters

• Customer Retention: Reducing customer effort is closely linked to improving retention. When customers experience less friction in their interactions with a company, they are likelier to stay loyal and continue purchasing from the brand.
• Identifying Pain Points: CES can help identify specific areas of the customer journey that cause unnecessary effort, allowing companies to target and improve these touchpoints for a better experience.
• Improving Operational Efficiency: A low-effort experience is often a result of streamlined processes and better-trained employees. Measuring CES can highlight inefficiencies in systems and processes, driving operational improvements.
• Predicting Loyalty: Research suggests that a customer’s likelihood to continue doing business with a company is more closely related to the effort they must expend than to their overall satisfaction or perceived quality of the service/product. By measuring CES, companies can better predict long-term customer loyalty.

Challenges with CES

While CES is a valuable metric, there are challenges in implementing and interpreting it effectively. The most common issues include:

• Survey Fatigue: Customers may be reluctant to complete a CES survey, especially if they have already provided feedback through other channels, like NPS or CSAT.
• Contextual Variability: A single CES score may not always accurately reflect the customer experience in all situations. Variations in service delivery, interaction complexity, and even timing can influence a customer’s perception of effort.
• Not Comprehensive Enough: CES alone may not provide a complete picture of customer sentiment. It works best when used in conjunction with other metrics like NPS and CSAT for a holistic understanding of the customer experience.

To make the most of CES, businesses should:

• Implement CES surveys immediately after customer interactions, ensuring feedback is fresh.
• Look for trends over time to identify areas for improvement.
• Use CES with other customer satisfaction metrics to gain a well-rounded view of the customer experience.
• Act on the feedback collected by addressing pain points and reducing friction in processes that negatively impact the customer experience.

CES is vital for businesses aiming to create a seamless, customer-friendly experience. By minimizing customer effort, companies can improve customer satisfaction, enhance loyalty, and drive business growth. Implementing CES as a broader customer experience strategy can lead to greater operational efficiencies and stronger customer relationships.

• Abbreviation: CES