When should we measure CES?
Measure CES right after a specific task is completed, such as onboarding, support resolution, or checkout.
CES Response Distribution (1-7)
Enter counts where 1 means very difficult and 7 means very easy.
CES Result
CES
5.04
High Effort (1-3)
18.2%
Low Effort (6-7)
45.5%
Total Responses
110
What is this tool?
CES measures how hard it was for a customer to complete a task. Lower effort usually increases retention and repeat usage.
How to use
- 1Enter response counts for each point from 1 to 7.
- 2Review average CES and high-effort share (1-3).
- 3Trace the journey segments that produce high effort.
- 4Reduce friction in onboarding, forms, or checkout flows.
Frequently Asked Questions
Is there a threshold for high-effort share?
Benchmarks vary, but high-effort share above 20% often signals urgent friction to address.