Customer Effort Score (CES)

Cusromer effort score (CES) is a single number that summarizes the quality of customer experience of an ogranization. CES measures the effort required for a customer to make an interaction that leads a conversion (purchase,subscription etc.) or gets a request fulfilled. Users are asked to grade their experience over a likert scale -or a similar system- right after their interaction. Total score devided by total number of surveys makes the CES. It provides a holistic benchmark for measuring effectiveness of your product.