The Customer Effort Score (CES) is a metric that quantifies customer loyalty. It measures how much effort a customer has to expend to obtain an answer or solution to a problem. The CES metric is used in two ways. The first asks how much personal effort the customer expended to resolve his or her issue. Its often reported on a scale of one to five, where one refers to the least effort and five the most. Using this format, you want as low a number as possible.
The second format of the CES metric asks customers to agree or disagree with a statement that solving the problem took little effort. In this format, customers who choose five Strongly Agree that it took little effort, while those who choose one Strongly Disagree. Here, your goal is to achieve the highest number possible.
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