ces

The CES or Customer Effort Score metric answers the question: "How easy was it for the client to interact with the company?". For example, to place an order, get a refund and so on. With this metric, you can understand where the user has the most difficult time, and make their path easier by eliminating this or that problem. It seems that creating this type of survey is easy: you ask a question about how easy it was for the client to get what they wanted, add a scale, and you're good to go! But

In the second part of the guide on loyalty metrics we have specified the indicators measuring the level of CX. We will tell you why and how to count them and what numbers to achieve. This article is part of a complete guide on loyalty metrics. Be sure to study other materials from our series: Metrics of Customer Experience Unlike the part with business metrics, we did not include the item "How to improve the metrics" in this one. All of the following metrics directly correlate with the custom