# Customer Effort Score Calculator (CES)

URL: https://speedycalculator.com/calculators/finance/customer-effort-score/
Last updated: 2026-10-25

> The customer effort score calculator works out your CES from survey responses on a 1–7 (or 1–5) scale – the average score and the share of customers who found it easy – to measure how easy it is to do business with you.

## Inputs

- Score 1 – very difficult
- Score 2
- Score 3
- Score 4
- Score 5
- Score 6
- Score 7 – very easy

## Results

- Total responses
- Customer effort score (average)
- Customers who found it easy (5–7)
- Customers who found it difficult (1–3)

## Formula

```
CES (average) = Σ (score × responses) ÷ total responses
Ease rate = responses scoring 5–7 ÷ total responses (on a 7-point scale)
```

## Explanation

CES asks "How easy was it to resolve your issue?" Research by CEB/Gartner found that reducing effort predicts loyalty better than delighting customers.

### How to use the Customer Effort Score Calculator

- **Score 1 – very difficult**
- **Score 2**
- **Score 3**
- **Score 4**
- **Score 5**
- **Score 6**
- **Score 7 – very easy**

Results update as you type, and every field accepts the units shown in its menu.

### How it works

Enter the number of responses for each score on a 7-point scale (1 = very difficult, 7 = very easy).

### Tips

- Enter figures for the same period and in the same currency.
- Exchange rates and prices change constantly – update them before you rely on a result.
- Use results as estimates and confirm important figures with the official source.
- Everything runs in your browser – try different values to compare scenarios.

### Common mistakes to avoid

- Mixing gross and net figures.
- Using outdated rates.
- Treating rules of thumb as exact.

### Inputs explained

FieldWhat to enterScore 1 – very difficultA numberScore 2A numberScore 3A numberScore 4A numberScore 5A numberScore 6A numberScore 7 – very easyA number

### What each result means

- **Total responses** = [Score 1 – very difficult] + [Score 2] + [Score 3] + [Score 4] + [Score 5] + [Score 6] + [Score 7 – very easy]
- **Customer effort score (average)** = ([Score 1 – very difficult] + 2×[Score 2] + 3×[Score 3] + 4×[Score 4] + 5×[Score 5] + 6×[Score 6] + 7×[Score 7 – very easy])÷[Total responses]
- **Customers who found it easy (5–7)** = ([Score 5] + [Score 6] + [Score 7 – very easy])÷[Total responses]×100
- **Customers who found it difficult (1–3)** = ([Score 1 – very difficult] + [Score 2] + [Score 3])÷[Total responses]×100

### Example values

How the main result changes when **Score 1 – very difficult** changes and everything else stays at the example values above:

Score 1 – very difficultCustomer effort score (average)25.2635.2345.2155.1865.1585.1

## Worked example

Inputs — Score 1 – very difficult: 4; Score 2: 6; Score 3: 10; Score 4: 20; Score 5: 35; Score 6: 45; Score 7 – very easy: 30.

Results — Total responses = 150; **Customer effort score (average) = 5.21**; Customers who found it easy (5–7) = 73.33 %; Customers who found it difficult (1–3) = 13.33 %.

## FAQ

**What is a good customer effort score?**
On a 7-point scale, an average above 5 is good.

**How is CES different from NPS?**
CES measures ease of a specific interaction; NPS measures overall loyalty.

**When should I send a CES survey?**
Right after a support interaction or purchase.

**What formula does the Customer Effort Score Calculator use?**
CES (average) = Σ (score × responses) ÷ total responses.