Glossary

Glossary

Glossary

Customer Effort Score (CES)

Customer Effort Score (CES)

Definition

Customer Effort Score (CES) measures how easy it is for customers to interact with a company or resolve issues. It is typically assessed through a survey asking customers to rate their experience on a scale, such as 1 to 7 or 1 to 10, with lower scores indicating less effort. CES is important because it helps businesses identify and reduce friction points in the customer journey, leading to higher customer satisfaction and loyalty​

Customer Effort Score (CES) measures how easy it is for customers to interact with a company or resolve issues. It is typically assessed through a survey asking customers to rate their experience on a scale, such as 1 to 7 or 1 to 10, with lower scores indicating less effort. CES is important because it helps businesses identify and reduce friction points in the customer journey, leading to higher customer satisfaction and loyalty​

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