The goal should be to achieve a high Customer Effort Score (CES)—a low Customer Effort Score means customers either find your product/service difficult to use or customer support unhelpful. Asking a follow-up question on low CES ratings will help you find out what’s creating friction in their journey.

To understand how to improve customer effort score, a comparison against industry peers is the right place to start.

👉 Compare your customer effort score against industry competitors with our benchmarking calculator.

👉Find out what steps you can take to improve your score.