CES Calculator
Calculate your Customer Effort Score. How easy is it for your customers to get help?
Free Customer Effort Score calculator and CES benchmark tool. CES measures how much effort customers have to put in to resolve their issues. Lower effort = higher loyalty. Research by Gartner shows that reducing customer effort is a better predictor of repurchase and increased spending than CSAT or NPS. CES is calculated as the average score on a 1-7 scale where 1 is "very difficult" and 7 is "very easy."
Survey Responses
CES asks: "How easy was it to get your issue resolved?" on a 1-7 scale. Enter the number of responses for each rating.
Why CES Matters
Gartner research found that customer effort is a stronger predictor of loyalty than satisfaction (CSAT) or likelihood to recommend (NPS). 96% of customers who report high effort become disloyal, compared to only 9% of low-effort customers. The easiest way to reduce effort: resolve common questions instantly so customers never have to wait, repeat themselves, or get transferred.
Your CES
5.7
out of 7.0
Easy
Good effort score. Most customers get help without frustration.
85%
Low effort (5-7)
5%
High effort (1-3)
100 total responses
CES Benchmarks
Reduce customer effort to zero
When Supp resolves a question instantly, the customer effort is near zero. Instant answers on password resets, order status, and billing questions improve your CES automatically.
Try Supp free