{"id":194094,"date":"2025-04-14T06:13:00","date_gmt":"2025-04-14T05:13:00","guid":{"rendered":"https:\/\/datascientest.com\/en\/?p=194094"},"modified":"2025-04-14T09:13:41","modified_gmt":"2025-04-14T08:13:41","slug":"all-about-customer-effort-score","status":"publish","type":"post","link":"https:\/\/datascientest.com\/en\/all-about-customer-effort-score","title":{"rendered":"Customer Effort Score (CES): What is it? How to use it?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"194094\" class=\"elementor elementor-194094\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cc59d2b e-flex e-con-boxed e-con\" data-id=\"cc59d2b\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-01188d3 elementor-widget elementor-widget-text-editor\" data-id=\"01188d3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><b>The Customer Effort Score (CES) has emerged as a crucial metric for assessing the quality of the customer experience. This measurement tool empowers companies to pinpoint friction points in the customer journey and refine their services.<\/b><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-52d00c0 e-flex e-con-boxed e-con\" data-id=\"52d00c0\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5293819 elementor-widget elementor-widget-heading\" data-id=\"5293819\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-xl\">What is the Customer Effort Score?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-866ac1a elementor-widget elementor-widget-text-editor\" data-id=\"866ac1a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b>The Customer Effort Score (CES)<\/b><span style=\"font-weight: 400;\"> gauges the effort a customer must put forth to complete a specific task with your company. This can include resolving an issue, obtaining information, making a purchase, or any significant interaction.<\/span><\/p><p><span style=\"font-weight: 400;\">The principle is straightforward: <\/span><b>the simpler it is for a customer to achieve their goal, the more satisfied and loyal they become<\/b><span style=\"font-weight: 400;\">. Conversely, a complex or frustrating experience can lead them to abandon the process or switch to a competitor.<\/span><\/p><p><span style=\"font-weight: 400;\">This <\/span><b>metric<\/b><span style=\"font-weight: 400;\">, introduced by <\/span><b>the Gartner Group<\/b><span style=\"font-weight: 400;\"> in 2010, has swiftly become a standard for evaluating customer experience. Unlike other indicators such as <\/span><b>the Net Promoter Score (NPS)<\/b><span style=\"font-weight: 400;\">, which concentrates on <\/span><b>loyalty or recommendation<\/b><span style=\"font-weight: 400;\">, the CES is centered on minimizing <\/span><b>friction points in the customer journey<\/b><span style=\"font-weight: 400;\">. It is often integrated within <a href=\"https:\/\/datascientest.com\/en\/aarrr-the-5-stages-of-the-customer-lifecycle\">the AARRR model<\/a> (Acquisition, Activation, Retention, Referral, Revenue), providing deeper insights into the critical steps where customers might face obstacles.<\/span><\/p><p><span style=\"font-weight: 400;\">Enhancing this score directly aids in boosting customer satisfaction and loyalty while improving the overall efficiency of support and service processes.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4391c7c elementor-align-center button-principal elementor-widget elementor-widget-button\" data-id=\"4391c7c\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/en\/data-courses\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Learn how to use CES<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a0b016e e-flex e-con-boxed e-con\" data-id=\"a0b016e\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6a1a627 elementor-widget elementor-widget-heading\" data-id=\"6a1a627\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Why is the CES important?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5eda4e5 elementor-widget elementor-widget-text-editor\" data-id=\"5eda4e5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Research indicates that <\/span><b>96% of customers who endure an experience requiring substantial effort are less loyal to the brand<\/b><span style=\"font-weight: 400;\">. Conversely, simplifying interactions substantially enhances satisfaction and loyalty. Thus, the CES enables:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Recognition of obstacles in the customer journey<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reduction in churn rate<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enhancement of retention<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Optimization of internal processes<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Augmentation of the company&#8217;s competitiveness<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Decrease in operational costs and implementation of lean management methods<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ef37a18 e-flex e-con-boxed e-con\" data-id=\"ef37a18\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1cfe247 elementor-widget elementor-widget-heading\" data-id=\"1cfe247\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">What is the difference between the CES and other metrics?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d83c6b2 elementor-widget elementor-widget-text-editor\" data-id=\"d83c6b2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<table><tbody><tr><td><p><b>Criterion<\/b><\/p><\/td><td><p><b>CES (Customer Effort Score)<\/b><\/p><\/td><td><p><b>NPS (Net Promoter Score)<\/b><\/p><\/td><td><p><b>CSAT (Customer Satisfaction)<\/b><\/p><\/td><\/tr><tr><td><p><b>Objective<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">Measure the customer&#8217;s effort.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Measure loyalty and recommendation.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Measure immediate satisfaction.<\/span><\/p><\/td><\/tr><tr><td><p><b>Focus<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">Ease of completing an action.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Likelihood of recommendation.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Overall feeling post-interaction.<\/span><\/p><\/td><\/tr><tr><td><p><b>Question type<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">&#8220;Did you find it easy?&#8221;<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">&#8220;Would you recommend our service?&#8221;<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">&#8220;Are you satisfied with this service?&#8221;<\/span><\/p><\/td><\/tr><tr><td><p><b>Utilization<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">Spot friction points.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Assess overall perception.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Measure specific satisfaction.<\/span><\/p><\/td><\/tr><tr><td><p><b>Complementarity<\/b><\/p><\/td><td><p><span style=\"font-weight: 400;\">Improvement of specific processes.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Strategic perspective on loyalty.<\/span><\/p><\/td><td><p><span style=\"font-weight: 400;\">Prompt follow-up of the customer experience.<\/span><\/p><\/td><\/tr><\/tbody><\/table>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c34d2d3 elementor-widget elementor-widget-image\" data-id=\"c34d2d3\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"448\" src=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56-1024x574.webp\" class=\"attachment-large size-large wp-image-194103\" alt=\"\" srcset=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56-1024x574.webp 1024w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56-300x168.webp 300w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56-768x430.webp 768w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_satisfied_customer_using_a_mobile_app_with_an_240f769e-1c9b-4744-a52d-dc210165ac56.webp 1456w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ab53ec elementor-align-center button-principal elementor-widget elementor-widget-button\" data-id=\"4ab53ec\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/en\/data-courses\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Discover our courses<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c520eaa e-flex e-con-boxed e-con\" data-id=\"c520eaa\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a46fa0b elementor-widget elementor-widget-heading\" data-id=\"a46fa0b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">How to measure the Customer Effort Score?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1146598 elementor-widget elementor-widget-text-editor\" data-id=\"1146598\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b>The CES measurement<\/b><span style=\"font-weight: 400;\"> is typically carried out via a simple <\/span><b>survey<\/b><span style=\"font-weight: 400;\">, dispatched after an interaction with customer service or the CRM system. The usual question posed is: &#8220;On a scale of 1 to 7, how much effort did you have to exert to resolve your issue?&#8221;<\/span><\/p><p><span style=\"font-weight: 400;\">The scale may vary depending on the company:<\/span><\/p><ul><li><b>Scale from 1 to 5<\/b><\/li><li><b>Scale from 1 to 7<\/b><\/li><li><b>Binary scale (Yes\/No)<\/b><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a764593 elementor-widget elementor-widget-heading\" data-id=\"a764593\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Score Calculation<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-66d9049 elementor-widget elementor-widget-text-editor\" data-id=\"66d9049\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Calculating the CES can be achieved through several methods:<\/span><\/p><ul><li><b>Simple average<\/b><span style=\"font-weight: 400;\"> or <a href=\"https:\/\/datascientest.com\/en\/all-about-weighted-average\">weighted<\/a> average of the responses<\/span><\/li><li><b>Percentage<\/b><span style=\"font-weight: 400;\"> of positive responses<\/span><\/li><li><b>Weighted score<\/b><span style=\"font-weight: 400;\"> based on the significance of interactions<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dc2e421 elementor-widget elementor-widget-heading\" data-id=\"dc2e421\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Key Moments to Measure the CES<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7e76a5 elementor-widget elementor-widget-text-editor\" data-id=\"b7e76a5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">To collect pertinent data, measure the CES following:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">An interaction with customer service<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">An online purchase<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The use of a new feature<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Issue resolution<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">An account modification<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A complaint<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">An information request<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e3e9031 e-flex e-con-boxed e-con\" data-id=\"e3e9031\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0b4e428 elementor-widget elementor-widget-heading\" data-id=\"0b4e428\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">How to improve the CES?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-991c308 elementor-widget elementor-widget-heading\" data-id=\"991c308\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Optimize Communication Channels<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b7c0cf elementor-widget elementor-widget-text-editor\" data-id=\"6b7c0cf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Provide <\/span><b>multiple contact channels<\/b><span style=\"font-weight: 400;\"> (phone, email, chat) and ensure they are all efficient. Availability and responsiveness are critical to diminishing the <\/span><b>customer effort<\/b><span style=\"font-weight: 400;\">. Invest in advanced automation tools like <a href=\"https:\/\/datascientest.com\/en\/all-about-chatbots\">chatbots<\/a> to offer 24\/7 assistance.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-43bb5f0 elementor-widget elementor-widget-heading\" data-id=\"43bb5f0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Train the Teams<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da8e7fa elementor-widget elementor-widget-text-editor\" data-id=\"da8e7fa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Your team should be prepared to:<\/span><\/p><ul><li><span style=\"font-weight: 400;\">Resolve issues promptly<\/span><\/li><li><span style=\"font-weight: 400;\">Communicate clearly<\/span><\/li><li><span style=\"font-weight: 400;\">Anticipate <\/span><b>customer needs<\/b><\/li><li><span style=\"font-weight: 400;\">Avoid multiple transfers<\/span><\/li><li><span style=\"font-weight: 400;\">Utilize <\/span><b>the tools<\/b><span style=\"font-weight: 400;\"> at their disposal effectively<\/span><\/li><li><span style=\"font-weight: 400;\">Embrace <\/span><b>a proactive approach<\/b><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-df406d5 elementor-widget elementor-widget-heading\" data-id=\"df406d5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Simplify Processes<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3160d4e elementor-widget elementor-widget-text-editor\" data-id=\"3160d4e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Examine each phase of the customer journey to:<\/span><\/p><ul><li><span style=\"font-weight: 400;\">Remove unnecessary steps<\/span><\/li><li><span style=\"font-weight: 400;\">Automate certain tasks<\/span><\/li><li><span style=\"font-weight: 400;\">Clarify information<\/span><\/li><li><span style=\"font-weight: 400;\">Ease access to solutions<\/span><\/li><li><span style=\"font-weight: 400;\">Decrease waiting times<\/span><\/li><li><span style=\"font-weight: 400;\">Enhance <\/span><b>the user interface<\/b><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f30576c elementor-widget elementor-widget-image\" data-id=\"f30576c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"448\" src=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03-1024x574.webp\" class=\"attachment-large size-large wp-image-194116\" alt=\"\" srcset=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03-1024x574.webp 1024w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03-300x168.webp 300w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03-768x430.webp 768w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_diverse_realistic_team_brainstorming_customer_ea9e9f30-e0b2-4f9e-adec-50f5d6ae8a03.webp 1456w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c1932f8 elementor-align-center button-principal elementor-widget elementor-widget-button\" data-id=\"c1932f8\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/en\/data-courses\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Find a course for you<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-361f827 e-flex e-con-boxed e-con\" data-id=\"361f827\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-36ec480 elementor-widget elementor-widget-heading\" data-id=\"36ec480\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Impact of the CES on Company Performance:<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b0973c elementor-widget elementor-widget-text-editor\" data-id=\"7b0973c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<span style=\"font-weight: 400;\">An excellent Customer Effort Score positively affects:<\/span>\n<ul>\n \t<li><span style=\"font-weight: 400;\">Conversion rate<\/span><\/li>\n \t<li><span style=\"font-weight: 400;\"><b>Customer loyalty<\/b><\/li>\n \t<li><span style=\"font-weight: 400;\">Positive word of mouth<\/span><\/li>\n \t<li><span style=\"font-weight: 400;\">Reduction in service costs<\/span><\/li>\n \t<li><span style=\"font-weight: 400;\">Employee satisfaction<\/span><\/li>\n \t<li><span style=\"font-weight: 400;\"><b>The company&#8217;s competitiveness<\/b><\/li>\n<\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0a1771c e-flex e-con-boxed e-con\" data-id=\"0a1771c\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e385280 elementor-widget elementor-widget-heading\" data-id=\"e385280\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">The Best Tools to Improve CES:<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f3d7f0 elementor-widget elementor-widget-text-editor\" data-id=\"4f3d7f0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Several technological solutions can aid in optimizing the CES:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/datascientest.com\/en\/crm-customer-relationship-management-how-does-it-work\">Customer Relationship Management (CRM)<\/a> platforms like <a href=\"https:\/\/datascientest.com\/en\/salesforce-all-about-the-crm-leader-turned-cloud-giant\">Salesforce<\/a><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer journey analysis tools (e.g., <a href=\"https:\/\/datascientest.com\/en\/what-is-google-analytics-complete-guide-to-the-tool\">Google Analytics<\/a>)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Marketing automation solutions such as Brevo<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Real-time <\/span><b>feedback<\/b><span style=\"font-weight: 400;\"> systems<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><b>Artificial intelligence<\/b><span style=\"font-weight: 400;\"> for customer service<\/span><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Predictive analytics<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d55c4c6 e-flex e-con-boxed e-con\" data-id=\"d55c4c6\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e1a4346 elementor-widget elementor-widget-heading\" data-id=\"e1a4346\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Conclusion<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0f20f93 elementor-widget elementor-widget-text-editor\" data-id=\"0f20f93\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The Customer Effort Score is a vital metric for enhancing customer experience. By consistently measuring and optimizing this metric, companies can significantly improve customer satisfaction and loyalty rates. The key to success lies in simplicity: the easier you make it for your customers, the more likely they are to stay loyal to your brand. In an increasingly competitive market, minimizing customer effort becomes a significant competitive edge.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f30f43 elementor-align-center button-principal elementor-widget elementor-widget-button\" data-id=\"2f30f43\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/en\/data-courses\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Become a Business Analyst<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2201570 e-flex e-con-boxed e-con\" data-id=\"2201570\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2920bc0 elementor-widget elementor-widget-html\" data-id=\"2920bc0\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<script type=\"application\/ld+json\">\r\n{\r\n  \"@context\": \"https:\/\/schema.org\",\r\n  \"@type\": \"FAQPage\",\r\n  \"mainEntity\": [\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"What is the Customer Effort Score (CES)?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"The Customer Effort Score (CES) measures the effort a customer has to make to complete a specific action with your company. 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It helps identify and reduce obstacles in the customer journey, improve retention, optimize internal processes, and enhance competitiveness while reducing operational costs.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"What is the difference between CES and other metrics?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"CES measures the effort a customer puts in, NPS evaluates the likelihood of recommending a company, and CSAT measures immediate satisfaction. CES focuses on reducing friction points, while NPS and CSAT analyze loyalty and overall sentiment.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"How is the Customer Effort Score measured?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"CES is measured through a simple survey sent after a customer interaction. A typical question could be: 'On a scale of 1 to 7, how much effort did you have to exert to resolve your issue?'. The score can be calculated using averages or percentages of positive responses.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"How to improve the Customer Effort Score?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"To improve CES, optimize communication channels, train teams for better responsiveness, and simplify customer processes. Remove unnecessary steps, automate certain tasks, and reduce waiting times.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"What is the impact of CES on business performance?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"A good CES positively influences conversion rates, customer retention, word-of-mouth, service cost reduction, competitiveness, and employee satisfaction.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"What are the common mistakes to avoid with CES?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Common mistakes include neglecting customer feedback, maintaining complex processes, lacking continuous team training, and failing to track score evolution. 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The Customer Effort Score (CES) gauges the effort a customer must put forth [&hellip;]<\/p>\n","protected":false},"author":45,"featured_media":194096,"comment_status":"open","ping_status":"open","sticky":false,"template":"elementor_theme","format":"standard","meta":{"content-type":"","inline_featured_image":false},"categories":[2420,2423],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.7 (Yoast SEO v21.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Effort Score (CES): What is it? How to use it?<\/title>\n<meta name=\"description\" content=\"The Customer Effort Score (CES) has become a key indicator for evaluating the quality of the customer experience. 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