Measure how easy your product is to use with Customer Effort Score

The best predictor of customer loyalty isn't satisfaction—it's effort. Find out where customers struggle and fix it before they churn.

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What is Customer Effort Score?

CES measures how much effort a customer has to put in to accomplish a task with your product or service. The question is simple: "How easy was it to [complete task]?"

Customers rate their experience on a scale from 1 (Very Difficult) to 5 or 7 (Very Easy):

1

Very Difficult

2

Difficult

3

Neutral

4

Easy

5

Very Easy

CES Formula

CES = Sum of Scores / Number of Responses

Higher scores mean less effort. Aim for 5+ on a 7-point scale or 4+ on a 5-point scale.

Why track Customer Effort Score?

Reduce churn

96% of high-effort customers become disloyal. Find friction before they leave.

Measure specific interactions

Unlike NPS which is general, CES measures specific touchpoints: onboarding, checkout, support.

Actionable insights

Low CES scores point directly to what needs fixing. No interpretation needed.

When to use CES surveys

1

After onboarding

"How easy was it to get started with [Product]?" Identify where new users get stuck.

2

After support interactions

"How easy was it to resolve your issue?" Measure support quality beyond satisfaction.

3

After key workflows

"How easy was it to [create a project/export data/invite a team member]?" Optimize core features.

4

After purchases

"How easy was it to complete your purchase?" Find checkout friction that kills conversions.

Start measuring customer effort

Set up your first CES survey in minutes. Find out where customers struggle and fix it.

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