English
Customer Effort Score (CES)
KUS-tuh-mer EFF-ert skohr
A metric used to measure the amount of effort a customer has to exert to get an issue resolved, a request fulfilled, or a question answered. It is typically measured on a scale of 1 (very low effort) to 5 (very high effort).
By focusing on reducing customer effort, the law firm was able to improve its CES and increase client satisfaction.