It is collected with a single agree-or-disagree style question along the lines of the company made it easy for me to handle my issue, asked straight after the interaction. Lower effort is better, and the score is usually tracked as an average or as the share of low-effort responses.
CES earned its following because effort is diagnostic in a way satisfaction is not. When the score is poor you can usually point at the cause, a form asked for too much, the answer was buried three pages deep, the customer had to chase, or they were passed between people. Each of those is fixable.
Effort is exactly where most small business websites lose people, a visitor with a simple question is asked to fill in a contact form and wait a day. Clerkzo lowers that effort by answering in the moment and collecting details inside the conversation, either naturally or through a short in-chat form, so nobody has to work to get hold of you.
Related guides
Related terms
Browse all 104 terms- Customer satisfaction scoreCustomer satisfaction score (CSAT) is a metric that measures how satisfied a customer was with a specific interaction, collected by asking them to rate the experience immediately afterwards.
- Customer self-serviceCustomer self-service is letting customers find answers and complete simple tasks on their own, like checking prices, confirming service areas, or requesting a booking, without needing a staff member to respond.
- After-hours answeringAfter-hours answering is covering customer enquiries that arrive outside business hours, evenings, weekends, and holidays, so those customers get a response instead of moving on to a competitor.
- Net Promoter ScoreNet Promoter Score (NPS) is a loyalty metric based on one question, how likely a customer is to recommend you to someone else, scored by subtracting the percentage of detractors from the percentage of promoters.