The Definitive List of Customer Success Software - CES


A crucial part of increasing customer loyalty is reducing friction for a customer. Customer success is all about removing any obstacles between the customer and their Desired Outcome. The Customer Effort Score (CES) is a simple metric designed to measure and track the level of ease or difficulty your customers have in achieving their goals with your product.

Similar to the Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), CES comes in the form of a concise survey. We ask the customer to rate the accuracy of the statement: "The organization made it easy for me to handle my issue." Customers can choose one of the following options: Strongly Disagree/ Disagree/ Somewhat Disagree/ Neutral/ Somewhat Agree/ Agree/ Strongly Agree. The CES is then calculated by aggregating the replies.

CES can be useful when determining areas of a product to improve or which company touchpoints need an overhaul. It is a complimentary metric to the other Voice of the Customer KPIs.

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