Glossary

What is CES (Customer Effort Score)?

Customer Effort Score (CES) is a customer satisfaction metric that measures the ease of a customer's interaction with a company. It typically asks: 'How easy was it to handle your request?' on a scale of 1–7.

CES is a strong predictor of customer loyalty — low-effort experiences drive repeat business. CES is best collected immediately after a support interaction or transaction. Unlike NPS (which measures overall loyalty) or CSAT (which measures satisfaction), CES specifically targets friction in the customer journey.

InboxCentral supports CES surveys alongside CSAT and NPS, with automatic triggers at conversation resolution, channel-specific delivery, and analytics dashboards.

Related InboxCentral feature

Surveys

Related terms

CSAT (Customer Satisfaction Score)

A metric measuring customer satisfaction with a specific interaction.

NPS (Net Promoter Score)

A metric measuring customer loyalty based on likelihood to recommend.

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