免费客户费力度计算器
计算客户费力度（CES），衡量客户完成任务的难易程度以改善服务体验。
Customer Effort Score
3.50
Customer Effort Score vs Sum of All Effort Scores
公式
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.
计算示例
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.
常见问题
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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