CES (Customer Effort Score)
A metric measuring how easy it was for a customer to resolve an issue.
Definition
Customer Effort Score (CES) is a customer satisfaction metric that measures the ease of a customer's interaction with a company. It typically asks: 'How easy was it to handle your request?' on a scale of 1–7.
In Depth
CES is a strong predictor of customer loyalty — low-effort experiences drive repeat business. CES is best collected immediately after a support interaction or transaction. Unlike NPS (which measures overall loyalty) or CSAT (which measures satisfaction), CES specifically targets friction in the customer journey.
Lodgestory supports CES surveys alongside CSAT and NPS, with automatic triggers at conversation resolution, channel-specific delivery, and analytics dashboards.
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