Customer Effort Score: Definition & Calculation


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question 1 of 3

What is a Customer Effort Score (CES)?

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1. Which is a way to calculate CES (Customer Effort Score)?

2. Which is a question that can be used for CES (Customer Effort Score)?

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About This Quiz & Worksheet

The quiz and worksheet are effective tools for assessing your knowledge of the customer effort score (CES). For the interactive quiz, you need to know how to calculate this score and understand what it means.

Quiz & Worksheet Goals

Explore these resources to gauge your knowledge of:

  • A method for calculating CES
  • Type of question that can be used for the customer effort score
  • Why calculating CES is limited
  • An advantage of CES
  • The meaning of a customer effort score

Skills Practiced

  • Information recall - access the knowledge you have gained about one method of finding CES
  • Interpreting information - verify that you can read information about the meaning of CES and interpret it correctly
  • Knowledge application - use your knowledge to answer questions about the pros and cons of CES

Additional Learning

To learn more about this score, be sure to utilize the lesson called Customer Effort Score: Definition & Calculation. This lesson was put together to help you review more topics, including:

  • Why CES is used
  • Ways to calculate the customer effort score
  • Different limitations of calculating CES