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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.