If your NPS looks stable, but customers keep churning, or your CSAT scores are acceptable, but support ticket volume keeps climbing, the problem probably is not satisfaction. It is the effort.<\/p>\n\n\n\n
Customer success managers, product teams, and CRO leads who search for customer effort score are usually dealing with a specific gap. <\/p>\n\n\n\n
They can measure how customers feel, but not where the experience is breaking down. <\/p>\n\n\n\n
CES closes a specific part of that gap. It tells you which touchpoints are generating friction, and friction is one of the clearest leading indicators of churn. Paired with NPS and behavioral data, it gives you the full picture.<\/p>\n\n\n\n
This guide covers what CES is, how to calculate it, how to run CES surveys using Qualaroo’s Nudge\u2122 technology, which questions to use, and how to turn your scores into friction-reduction actions that move retention metrics.<\/p>\n\n\n\n
Let\u2019s get into it.<\/p>\n\n\n\n
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Customer Effort Score (CES) is a CX metric that measures how easy or difficult it was for a customer to complete a specific interaction with your company. It is captured via a single survey question on a 5-point or 7-point scale, triggered immediately after a touchpoint such as a support resolution, onboarding step, or purchase. \n<\/p>\n<\/div>\n\n\n\n