Customer Effort Score in Information Technologies

Pablo Sencio December 3, 2023
- 2 min read

In Information Technologies, businesses are constantly seeking ways to enhance customer satisfaction and streamline processes. One pivotal metric that aids in this endeavor is the Customer Effort Score (CES). 

This metric is used to gauge the ease of a customer's experience with a product or service, typically measured by how much effort they had to exert to achieve their goal.

In this article we will explore CES and how it impacts businesses. Let's delve into this essential aspect of Customer Experience Management!

What is Customer Effort Score (CES)?

Customer Effort Score, abbreviated as CES, is a metric used by companies to measure the ease of experience for customers when interacting with their products or services. Unlike traditional customer satisfaction surveys, which focus on overall satisfaction, CES specifically evaluates the level of effort a customer must exert to resolve an issue, make a purchase, or utilize a service.

Why is CES important in Information Technologies?

Under the scope of Information Technologies, where efficiency and user experience are paramount, CES holds significant relevance. It provides valuable insights into the usability and effectiveness of IT systems, software applications, and digital platforms.

By gauging the level of effort required from customers, businesses can identify pain points, optimize processes, and enhance overall customer satisfaction.

How is CES measured?

CES is typically measured using a simple survey question presented to customers after a specific interaction, such as completing a support call or purchasing a product online.

The question often takes the form of, "How much effort did you personally have to put forth to handle your request?" Customers then rate their effort on a numerical scale, usually ranging from "very low effort" to "very high effort."

When should CES be utilized?

CES can be employed across various touchpoints in the customer journey, including customer support interactions, website navigation, and product usage. It is particularly valuable in scenarios where minimizing customer effort directly correlates with improved satisfaction and retention. Businesses can leverage CES to pinpoint areas of friction and implement targeted solutions to streamline processes.

Where does CES fit in Customer Experience Management?

In Customer Experience Management, CES serves as a complementary metric to traditional measures like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).

While NPS focuses on advocacy and CSAT on overall satisfaction, CES hones in on the specific aspect of effort, providing a nuanced understanding of the customer experience.

By incorporating CES into their analytics toolkit, businesses can gain a comprehensive view of customer sentiment and tailor strategies accordingly.

The impact of CES on business success

Understanding and optimizing CES can yield tangible benefits for businesses operating in the IT sector. By reducing customer effort, organizations can increase customer loyalty, drive repeat business, and ultimately boost profitability.

Moreover, by addressing pain points identified through CES feedback, businesses can enhance operational efficiency and deliver a seamless customer experience, thereby gaining a competitive edge in the market.


In conclusion, Customer Effort Score (CES) emerges as a vital metric in the realm of Information Technologies, offering valuable insights into the ease of customer interactions.

By incorporating CES into their analytics framework, businesses can identify opportunities for improvement, streamline processes, and elevate overall customer satisfaction. In an era where customer experience reigns supreme, mastering CES is imperative for driving success in the digital landscape.


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