Customer Effort Score (CES)

Customer Effort Score (CES) is a feedback measure that asks how easy or difficult a customer found a particular interaction. A cleaning company might survey people after they request an estimate or change an appointment. The score reflects reported effort, not necessarily whether the task succeeded or whether the customer will buy again. Wording and rating scales vary, so results must be compared using the same question and method. A small sample can be informative without representing every customer. Read comments alongside scores to learn whether confusing forms, delays, or unclear instructions made the experience harder than it needed to be.