Calculadora de Índice de Esforço do Cliente Grátis
Calcule o CES (Customer Effort Score) para medir a facilidade de interação dos clientes com sua empresa. Melhore a experiência do cliente.
Customer Effort Score
3.50
Customer Effort Score vs Sum of All Effort Scores
Formula
How to Calculate Customer Effort Score
Formula
CES = Sum of All Effort Scores / Total Responses
CES typically uses a 1-7 scale where customers rate agreement with a statement like "The company made it easy for me to handle my issue." Lower scores indicate lower effort (easier experience) on some scales, while others define higher as easier. The key insight behind CES is that reducing customer effort is a stronger predictor of loyalty than delighting customers. Make things effortless, and customers stay.
Exemplo Resolvido
100 customers responded to a CES survey. The total of all individual scores is 350 (on a 1-7 scale where 7 = strongly agree it was easy).
- 01CES = 350 / 100 = 3.50
- 02On a 7-point scale, a score of 3.50 is below the midpoint, suggesting room for improvement.
Perguntas Frequentes
What is a good CES?
On a 1-7 scale (where 7 = easiest), scores above 5 are generally good. Below 4 suggests significant friction in the customer experience. Compare across channels and touchpoints rather than relying on one aggregate number.
When should I use CES vs NPS?
Use CES after specific interactions (support calls, onboarding, purchases) to measure ease of that experience. Use NPS to measure overall brand loyalty and recommendation likelihood. They complement each other: CES is tactical, NPS is strategic.
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