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).
Inputs explained
| Field | What to enter |
|---|---|
| Score 1 (very difficult) | A number |
| Score 2 | A number |
| Score 3 | A number |
| Score 4 | A number |
| Score 5 | A number |
| Score 6 | A number |
| Score 7 (very easy) | A 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 difficult) | Customer effort score (average) |
|---|---|
| 2 | 5.26 |
| 3 | 5.23 |
| 4 | 5.21 |
| 5 | 5.18 |
| 6 | 5.15 |
| 8 | 5.1 |
Formula
CES (average) = Σ (score × responses) ÷ total responses
Ease rate = responses scoring 5–7 ÷ total responses (on a 7-point scale)
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 %.
Frequently asked questions
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.