Customer Effort Score (CES)
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Customer Effort Score (CES)
This relatively new metric measures how easy your customers find using your product or service. High-effort user experiences create customer frustration, which then increases churn rates. Conversely, offering customers a seamless, low-effort experience increases satisfaction. It is no surprise that low-effort experiences increase customer satisfaction. There’s no official scale for CES, but it is often reported in the common 1 to 5 star rating.