Customer Effort Score vs Net Promoter Score

Developers should learn about CES when building customer-facing applications, support systems, or user interfaces, as it helps prioritize features that reduce user effort and enhance usability meets developers should learn nps when building customer-facing applications, especially in saas, e-commerce, or service-based industries, as it helps measure user satisfaction and identify areas for improvement. Here's our take.

Customer Effort Score

Nice Pick

Developers should learn about CES when building customer-facing applications, support systems, or user interfaces, as it helps prioritize features that reduce user effort and enhance usability

Pros

• It is particularly useful in contexts like e-commerce, SaaS platforms, and customer service tools, where minimizing friction can directly impact retention and revenue
• Related to: user-experience-design, customer-satisfaction

Cons

• Specific tradeoffs depend on your use case

Net Promoter Score

Developers should learn NPS when building customer-facing applications, especially in SaaS, e-commerce, or service-based industries, as it helps measure user satisfaction and identify areas for improvement

Pros

• It is valuable for product managers and developers to understand user feedback loops, prioritize feature development, and track the impact of changes on customer loyalty over time
• Related to: customer-feedback-analysis, user-experience-design

Cons

• Specific tradeoffs depend on your use case

The Verdict

These tools serve different purposes. Customer Effort Score is a concept while Net Promoter Score is a methodology. We picked Customer Effort Score based on overall popularity, but your choice depends on what you're building.

The Bottom Line

Customer Effort Score wins

Based on overall popularity. Customer Effort Score is more widely used, but Net Promoter Score excels in its own space.