Customer Experience

What is Customer Effort Score (CES)?

The Customer Work Score (CES) is a single-item metric that determines how much effort a customer must put in to resolve a problem, complete a request, return a product, or get a question answered. The Customer Satisfaction Survey (CES) is a simple survey to implement and track over time, and it's ideal for determining customer loyalty. Unfortunately, it does not always provide a whole picture, and it should be used in conjunction with NPS.

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