Survey score measuring how easy the customer found resolving their issue. Predicts loyalty better than CSAT in many studies.
CES (Customer Effort Score)
Survey score measuring how easy the customer found resolving their issue. Predicts loyalty better than CSAT in many studies.
CES stands for Customer Effort Score — a survey score measuring how easy the customer found resolving their issue (typically 1-7 scale). CES predicts customer loyalty and repeat purchase better than CSAT in multiple studies, particularly for service interactions.