Customer Effort Score (CES)
How much effort people felt they had to spend on something.
Why it matters
Low effort is a strong sign of good service and design.
How to use it
- Ask right after a task or support case.
- Use the same scale every time.
- Investigate the high-effort cases.
Example
A question like "How easy was it to change your plan?", rated from 1 to 7, gives a CES.