A customer effort score (CES) survey measures how easy specific interactions with your service are for users. Use these surveys to get quick, focused feedback.
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A CES reflects how much effort a customer has to put in to use a product or service, find the information they need, or get an issue resolved.
CES surveys typically ask customers to rate the ease of their experience on a numerical scale from 1 to 5.
Averaging the collected answers shows how much effort a process requires of customers. A high CES means your company provides an effortless experience for customers. A low CES means people find your processes arduous or your customer support ineffective. In that case, make improvements, or you risk losing customers and facing a high churn rate.