What is customer effort score (CES) and how to measure it

Huan Liu's dissatisfaction with WarpSpeed's customer service highlights the importance of the Customer Effort Score (CES) in assessing and improving customer interactions. CES measures how easy it is for customers to engage with a product or service, influencing future behavior, loyalty, and referrals. Companies use CES to identify areas needing improvement and enhance customer experience by reducing effort. CES differs from Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) by focusing on specific interactions rather than overall satisfaction or growth potential. Effective CES surveys are concise, targeted, and optimized for mobile, providing actionable insights to enhance customer satisfaction. Regular assessment of CES helps businesses stay responsive to customer needs and maintain a competitive edge.