Customer Effort Score (CES): How easy it was for the customer to get help.
Also known as: CES
Formula
CES = Average rating on "How easy was it to resolve your issue?" (1-7 scale)CES % = Respondents who agree it was easy / Total respondents × 100Benchmarks
- Below 4: High effort, frustrating
- 4-5: Moderate
- 5-6: Good
- Above 6: Easy, effortless
What It Tells You
Support friction. Lower effort correlates with retention.
GASP Standard v1 · Last updated