Back to glossary
CES (Customer Effort Score)
Back to glossary
CES (Customer Effort Score)
CES is typically measured through a survey question such as: “How easy was it to resolve your issue today?”
Respondents rate their experience on a numerical scale, often 1–5 or 1–7, where a lower score indicates higher effort and a higher score indicates lower effort.
Uses in market research:
Identifying friction points in customer journeys or service interactions.
Benchmarking ease-of-use across products, services, or channels.
Prioritising improvements that reduce customer effort and enhance loyalty.
Supporting process optimisation in both B2B and consumer contexts.
CES is often used alongside CSAT and NPS to give a more complete view of the customer experience, highlighting not just satisfaction, but also how smooth and effortless interactions are. DJS Research employs CES in research projects to help clients streamline processes, improve customer experience, and reduce effort-related frustrations.
We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.
From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.
Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.
We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.
From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.
Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.
Contact us today to discuss your next market research project and discover how we could become a valuable extension of your team.
Contact us
Contact us today to discuss your next market research project and discover how we could become a valuable extension of your team.
Contact us 
