Customer Effort Score
metrics
Definition
A metric that measures how much effort a customer had to expend to get an issue resolved or a request fulfilled.
CES asks customers to rate how easy it was to interact with your business. Lower effort correlates strongly with customer loyalty and repeat purchases.
Related Terms
Explore related concepts and terminology.
Customer Experience
The overall perception a customer has of a business based on all interactions throughout the customer journey.
Customer Satisfaction ScoreA metric that measures how satisfied customers are with a specific interaction, product, or service.
Net Promoter ScoreA customer loyalty metric that measures the likelihood of customers recommending a business to others on a 0-10 scale.
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