{"id":25918,"date":"2021-06-18T03:34:05","date_gmt":"2021-06-18T03:34:05","guid":{"rendered":"https:\/\/inmoment.com\/?post_type=glossary-terms&p=25918"},"modified":"2023-12-21T09:12:03","modified_gmt":"2023-12-21T16:12:03","slug":"customer-effort-score","status":"publish","type":"glossary-terms","link":"https:\/\/inmoment.com\/xi-terms\/customer-effort-score\/","title":{"rendered":"Customer Effort Score (CES)"},"content":{"rendered":"\n

Customer Effort Score (CES) is an index used to measure how much effort customers have put into their experiences and interactions with your company. Customers respond to a CES survey designed on a 5- or 7-point scale (with a few other variations). The higher the CES, the better. Companies that provide effortless service get higher scores, while companies that make it difficult for customers to deal with their products and services get lower scores.<\/span><\/p>\n\n\n\n

Introduction to Customer Effort Score<\/strong><\/span><\/h2>\n\n\n\n

Consumers today are busy and prefer getting help on their own terms and without too much hassle. This is true especially when they\u2019re dealing with service issues or a broken product. Making it simpler for your customers reduces their effort and makes their lives easier. This enhances their view of your brand and overall customer experience.<\/span><\/p>\n\n\n\n