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What is CES?
The Customer Effort Score (CES) surveys measure the effort a customer has put in to use your product or services, or how easy it was for them to get their issues resolved by your customer support team.
The CES survey's primary question asks the customer to either Strongly Agree or Strongly Disagree with a statement. For example:
The customer then chooses a number between one (1) and seven (7), with 1 being the worst score possible and 7 being the best you can get. The scores/ratings provided are then grouped into three categories: positive, neutral, and negative.
Calculating CES
We adapted Gartner's formula in calculating the CES. It's similar to the CSAT calculation.
CES is calculated by the percentage of positive ratings (5 or above) divided by the total number of survey responses received.
Examples:
You received ten survey responses: 8 positives and 2 negatives
8 positives / 10 feedback received = 80%
You received ten survey responses: 8 positives, 1 neutral, and 2 negatives
7 positives / 10 feedback received = 70%
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