Customer Effort Score (CES)
Average how easy customers find it to get things done.
CUSTOMER EFFORT SCORE
5.6
out of 7 · higher means easier
CES = sum of effort ratings ÷ number of responses, on a 1–7 scale. Lower effort strongly predicts loyalty.
What is Customer Effort Score (CES)?
Customer Effort Score (CES) measures how much effort customers spend to accomplish something — resolve an issue, complete onboarding. Lower effort strongly predicts loyalty.
CES = sum of effort ratings ÷ number of responses
How to read your result
- Usually asked on a 1–7 scale (7 = very easy).
- CES predicts repurchase and loyalty better than satisfaction alone.
- Ask right after the interaction you want to measure.
- A rising CES means you're removing friction.
Frequently asked questions
What scale is CES measured on?
Commonly a 1–7 agreement scale to a statement like 'The company made it easy to handle my issue,' where higher means less effort.
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