Home » Glossary » Customer Effort Score (CES)

Customer Effort Score (CES)


What is Customer Effort Score (CES)?

Customer effort score (CES) is a powerful, single-item customer experience metric that measures the customer’s effort or ease of experience with the organization. It measures the amount of effort a customer has to go through in order to get a question answered, an issue fixed, a request fulfilled, or an item returned.

A CES survey usually asks the customers about their experience by rating the service on a scale of “very difficult” to “very easy,” by using a rating of “1 to 5,” or leaving a sentence and asking them what they feel about it, from “strongly agree” to “strongly disagree.”

When to send a CES survey

CES surveys can be sent in the most effective form that works from you. It could be via email, feedback forms, phone calls, surveys, etc. However, the important thing to focus more on is when to send CES surveys. Here are some key times to send a CES survey:

  • After a purchase
  • After a customer signed up for a free trial
  • After resolving a customer’s issue
  • After a self-service interaction with your company website


What is Customer Effort Score (CES)?
What is Customer Effort Score (CES)?

Start your
journey today

  • Independent
  • Free
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.