A Customer effort score (CES) survey is used to measure the ease of user experience for specific interactions with your service. These types of surveys are used to get quick and focused feedback.
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A Customer Effort Score reflects the amount of effort a customer had to exert to use a product or service, find the information they needed, or get an issue resolved.
Customers are typically asked to rate the ease of their experience through a numerical 1-5 scale.
The collected answers are then averaged to give an idea of how much effort a certain process requires of customers. A high CES score means that your company provides an effortless experience for customers, while a low CES means that people find your processes arduous or your customer support ineffective—and you need to make improvements or risk losing customers and sustaining a high churn rate.