Customer Effort Score works by asking clients one single question, ‘How much effort did you personally have to put forth to handle your request?’ Customers are to answer on a scale of 1 to 5, where 1 indicates the least effort and 5, the most effort.

According to the Harvard Business Review research, this metric system works in two aspects. One way is by gauging the reaction of customers on the very initial stage of the process. This way, the company would not have to wait till the end of the year or month to determine their client’s reviews. The other factor that makes CES beneficial is the ability to judge both negative and positive experiences. This too is great, as by knowing both kinds of customer experiences the company would be able to eliminate the bad ones and enhance the good ones.

You can read more on Customer Experience Score in these articles “All You Need to Know About Customer Effort Score”and “Customer Effort Score: Worthy of Application in Your Business?”. These articles from the team at Storm Insight explain the concept of CES and consider how effective it could be in your business.

You can also read the article “Stop Trying to delight you customers” published in the Harvard Business Review together with other articles.