CES
Industry metric
Customer Effort Score (CES 2.0)
One agreement item on how easy it was to get something done. Effort predicts disloyalty better than delight.
Score many respondents at once
Use one row per respondent and one column per item (Q1…Q1), with raw responses from 1 to 7. An optional first column called id labels each row. Comma, semicolon and tab separated files all work.
Or paste data
When to use it
Support journeys, onboarding, checkout and other goal-oriented flows.
How it is scored
- The score is the response (1–7, higher means less effort).
- In datasets, the share of 5–7 responses ("agree") is also reported.