CES Score

Customer Effort Score is a standardized customer experience survey metric that enables you to measure a customer interaction and resolution during a request.

Knowing the CES will help you to better understand the current customer experience and improve it if needed.

CES question assigns a rating to each of its answers from 1 to 7, 1 being highest level of disagreement with the statement and 7 being the highest agreement.

This is a fixed question and its answers can't be modified but you can modify their text through the survey local resources page.

The question will also adapt to smaller screens like mobile devices and fall back to an vertical format if the respondent screen's width is too small.

You may also embed the question into your email invitation messages to get an higher response rate if you're using campaigns.