Customer Effort Score (CES) is a single-item metric that measures how much effort a customer has to exert to get an issue resolved, a request fulfilled, a product purchased/returned or a question answered. ... Customer churn is a key business driver and customer effort is a great indicator of loyalty.

What is a good effort score?

A CEB study found that improving a customer's CES score from 1 to 5 (on the 7 point scale) increased their loyalty by 22%. Further improving their CES score from 5 to 7 only increased loyalty by around 2%. On a scale of 1 to 7 individual customer effort scores of 5 or more would be a reasonable target.

How do I find out my customer effort score?

You just take the total sum of your CES scores and divide it by the number of responses you got. So, if 100 people responded to your Customer Effort Score survey, and the total sum of their scores amounts to 700, that means your CES score is 7 (out of 10).