eglobalis

MAY 20, 2025

Customer Effort Score (CES) What CES Measures: CES identifies how much effort a customer must expend to complete a task. How to Calculate CES: CES = Average score from survey (typically a 17 scale) How to Implement It Practically: Send CES surveys post-onboarding , support, or feature use.

Metrics 330

Metrics B2C B2B Average Handle Time 330

Hello Customer

JANUARY 6, 2022

The customer effort score (CES) is a key metric that shows companies how simple or difficult it is for customers to do business with them. It measures how much effort a customer has to put in to use a product or service, acquire information about its usage, or address a problem. Wondering how you can do that? CES: what is it?

Effort Score 98

Effort Score Net Promoter Score Touchpoint Metrics 98

InMoment XI

NOVEMBER 22, 2024

Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement. What Is Customer Effort Score (CES)? ( [link] ).

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InteractionMetrics

APRIL 24, 2025

Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. Thats where Customer Effort Score (CES) comes in. Weve seen how strategically measuring your customer effort score can reveal moments of struggle that other metrics miss. They have options.

Effort Score 40

Effort Score Net Promoter Score Metrics NPS 40

InMoment XI

OCTOBER 31, 2024

Agent Effort Score (AES) AES is a unique metric that provides insight into agent performance from their perspective. Customer Effort Score (CES) The Customer Effort Score (CES) for call centers highlights how difficult it is for customers to resolve their issues with your agents.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

NOVEMBER 21, 2024

Key Metrics To Track for Voice of Customer Analysis Net Promoter Score Customer Satisfaction Score (CSAT) Customer Effort Score (CES) Response Rate Customer Lifetime Value (CLV) Churn Rate VoC metrics provide valuable insight into customer satisfaction and loyalty.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

eglobalis

SEPTEMBER 5, 2024

How it complements CS : CSAT helps determine whether CS efforts, such as onboarding and training, are effective. Customer Effort Score (CES) Measures the effort required to resolve an issue or complete a task.

Metrics 462

Metrics Customer Success 2024 2023 462

Retently

JANUARY 13, 2025

Thats where Customer Effort Score (CES) steps in to save the day. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? It helps businesses measure and improve Customer Effort Score alongside other key experience metrics like NPS and CSAT.

Measurement 122

Measurement Effort Score Multi-Channel Net Promoter Score 122

InMoment XI

JUNE 6, 2025

Gain a Direct Measurement of Core CX Metrics Post-call surveys are one of the most effective ways to measure standardized metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). These benchmarks help track performance over time and can tie directly to revenue or retention models.

Net Promoter Score 195

Net Promoter Score Insights Omnichannel NPS 195

InMoment XI

AUGUST 30, 2022

Net Promoter Score® (NPS) is a trademarked metric between -100 and 100 that captures in aggregate the propensity of a company’s customers to attract and refer new business or/and repeat business. Customer Effort Score (CES). A company that provides effortless service gets a 7 while a company that makes it difficult gets a 1.

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score White Paper Effort Score 370

InMoment XI

JUNE 16, 2025

Set Clear, Customer-Centric KPIs Key performance indicators (KPIs) help you track whether your CX optimization efforts are working and where to adjust. Balance efficiency metrics like average handle time with customer-focused indicators like customer effort score (CES), net promoter score (NPS), CSAT, and first contact resolution.

Call Center 195

Call Center Customer Experience Net Promoter Score Average Handle Time 195

Zonka Feedback

MAY 26, 2022

Customer Service is one of the most important aspects of the overall Customer Experience. Customer service experiences influence the direct growth of brands. Therefore, it is critical to discover factors that are important for your customers to perceive service experiences as good.

Effort Score 98

Effort Score Loyalty Customers Customer Service 98

Zonka Feedback

MAY 10, 2022

Customer Service is an integral part of the overall Customer Experience. No matter how good your product is, there will be some instances when your customers will need you to serve them well. If you provide a great service to your customers, their overall experience improves to a large extent.

Effort Score 98

Effort Score Customers Brands Customer Service 98

InMoment XI

SEPTEMBER 21, 2021

For instance, it’s common to send out Net Promoter Score ( NPS), Customer Satisfaction (CSAT/OSAT), or Customer Effort Score ( CES ) surveys after a customer interacts with a brand, but what do these scores actually tell us?

Customer Relationships 433

Customer Relationships Net Promoter Score Customer Experience Effort Score 433

eglobalis

MARCH 30, 2025

Microsoft supplements its relationship NPS surveys with additional measures like Customer Effort Score (CES) for support interactions and product-specific satisfaction ratings. This multi-metric approach, supported by analytics, gives them a fuller picture.

Banking 359

Banking NPS B2B Social Media 359

Cyara

JANUARY 9, 2024

In this blog, we’ll dive into the importance of this and why you should measure and understand your customer effort scores. This question is one of customers' primary concerns when first purchasing from a new business.

Effort Score 76

Effort Score Blog Measurement Customers 76

InMoment XI

OCTOBER 23, 2024

Banks can use CSAT scores to gain insights into customer experiences at key touchpoints like branch visits, customer support, or digital transactions. Customer Effort Score (CES) : CES evaluates how easy it is for customers to complete banking tasks, such as paying a bill online or filling out a loan application form.

Banking 195

Banking Customer Experience Financial Touchpoint 195

GetFeedback

FEBRUARY 14, 2019

Live chat metric #4: customer effort score (CES). There are a lot of metrics that gauge customer sentiment, but one of the lesser-used metrics, customer effort score (CES) , gives companies unique insight. A customer effort score focuses on the process customers go through to get help.

Metrics 186

Metrics Measurement Effort Score Connections 186

Help Scout

AUGUST 22, 2023

Use Customer Effort Score to see where you’re making things difficult for customers and learn how to improve your customer’s experience. Read the full article

Effort Score 85

Effort Score Loyalty Customers Article 85

GetFeedback

OCTOBER 22, 2018

And it’s the level of customer effort —how quickly and effectively issues are solved—that will determine how likely they will return to your company. To see where your company stands with this, use a customer effort score (CES) survey that asks the user to rate a statement on a scale of 1-10.

Customer Retention 225

Customer Retention Net Promoter Score Effort Score NPS 225

BlueOcean

APRIL 1, 2025

The Changing CX Landscape: What Customers Really Want Customer effort score has become just as important as customer satisfaction score. And more importantly, how can we bridge it? Is it possible to build an AI self-serve solution that actually serves the customer? This trend is likely to continue.

Customers 156

Customers Effort Score Airlines Customer Journey 156

InMoment XI

JANUARY 2, 2023

Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ). What Is Net Promoter Score (NPS)? What Is Customer Effort Score? and is scored on a numeric scale.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Experience Investigators by 360Connext

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Customer Effort Score What is it? How do you measure it?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

DECEMBER 17, 2024

These can include: Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES) These metrics can reflect the changes in how the customers perceive their experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

GetFeedback

SEPTEMBER 20, 2019

Customer Effort Score (CES). The Customer Effort Score question asks customers their agreement with the statement: “The company made it easy to handle my issue,” using a seven-point scale from 1 = strongly disagree to 7 = strongly agree. . The score is calculated in various ways.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn.

Call Center 195

Call Center Contact Center Social Media Apparel 195

eglobalis

JUNE 3, 2025

Instead of measuring success merely by speed or resolution volume, leading organizations incorporate Customer Effort Score (CES) and First Contact Resolution (FCR) into larger metrics like Net Promoter Score (NPS) and Customer Lifetime Value (CLV).

Customer Success 390

Customer Success Net Promoter Score NPS Airlines 390

GetFeedback

APRIL 22, 2019

Customer Satisfaction Score (CSAT) surveys have emerged as the gold standard for measuring how customers perceive their interactions with a brand. However, there are many different survey methods to choose from to measure a customer’s experience — including Customer Effort Score (CES) , Net Promoter Score (NPS) , and many more.

Customer Satisfaction 323

Customer Satisfaction Net Promoter Score NPS Effort Score 323

eglobalis

JULY 2, 2024

Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions. Customer Lifetime Value (CLV) : Estimates revenue potential from a customer over their lifetime.

NPS 493

NPS Feedback Net Promoter Score B2C 493

GetFeedback

DECEMBER 11, 2018

Get to the root of customer churn with Customer Effort Score (CES). The Customer Effort Score survey measures how difficult it was for a customer to solve their problem by asking, “Did we make it easy for you to resolve your issue today?”.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

InMoment XI

AUGUST 9, 2024

customer satisfaction helps you measure overall satisfaction, while customer effort score measures the ease of which customers interact with your business. ” A lower effort score indicates a smoother, more positive customer experience. The metrics you choose will depend on what your customer experience goals are.

Customer Experience 221

Customer Experience Net Promoter Score 2024 Customer Journey Mapping 221

GetFeedback

APRIL 19, 2018

Survey Tip #5: Measure Customer Effort Score. Whether they utilize your knowledge base or contact support, they’re looking for a resolution with the least amount of effort. This is where measuring customer effort score can help. Learn more about measuring the Customer Effort Score.

Engagement 170

Engagement Effort Score Measurement Article 170

GetFeedback

FEBRUARY 7, 2020

Below, we’ll take a look at the three most common key performance indicators (KPIs) used to measure different aspects of the customer experience: Customer Satisfaction, Net Promoter Score and Customer Effort Score. Customer Effort Score (CES). As the name suggests, Customer Effort Score measures customer effort.

NPS 199

NPS Net Promoter Score Effort Score Measurement 199

GetFeedback

MARCH 25, 2019

A perfect example of this is using a Customer Effort Score (CES) question followed by an optional short answer question. The example above starts with a customer effort score (CES) , asking customers to agree or disagree with the following statement, “GetFeedback made it easy for me to handle my issue.”

Net Promoter Score 186

Net Promoter Score Effort Score NPS Reference 186

eglobalis

SEPTEMBER 16, 2024

Measure success using CX-specific KPIs, including a 360-degree approach to ensure all aspects are covered, such as customer satisfaction scores and customer effort scores, ensuring continuous improvement. Invest in scalable technology that supports personalized, data-driven interactions.

B2B 409

B2B Customer Experience Customer Centricity Omnichannel 409

Experience Investigators by 360Connext

JULY 24, 2015

Net Promoter Score (NPS) was the “only” metric that mattered for a while. But now there is a backlash in some organizations and data like Customer Effort Scores (CES) are on the rise. Those don’t do much to actually improve the experience, either. What metric will matter tomorrow? Who will your customers be?

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

GetFeedback

JULY 19, 2018

For example, our support team measures Customer Effort Score (CES) across support channels and case categories. They use a dashboard to compare customer effort by support channel and topic, so they can spot customer painpoints and alert the right team.

Net Promoter Score 240

Net Promoter Score Effort Score NPS Feedback 240