The Customer Effort Score (CES) is an indicator that shows how much effort it takes to solve an issue in a particular journey or task. The CES maps the expected difficulty, before and after conducting the task. A score between 65-100 is desirable. A score between 65-80 means the task didn’t take much effort for the customer; from 80-100 means very little effort. The higher the score, the easier it is to solve the task.
Updated on November 29, 2019