Customer Effort Score
Customer Effort Score (CES) is a customer experience metric that measures how much effort a customer has to expend to get an issue resolved, a request fulfilled, or a product/service used. It typically uses a survey question asking customers to rate their effort on a scale, such as 'How much effort did you personally have to put forth to handle your request?' with responses ranging from 'Very low effort' to 'Very high effort'. The goal is to identify and reduce friction in customer interactions to improve satisfaction and loyalty.
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. It is particularly useful in contexts like e-commerce, SaaS platforms, and customer service tools, where minimizing friction can directly impact retention and revenue. Understanding CES enables developers to design more intuitive workflows and integrate feedback mechanisms to measure and improve user experience.