Customer Effort Score (CES)

Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.

Customer Effort Score (CES)


A new metric that has been developed is Customer Effort Score (CES), which measures a customer’s effort of an interaction with a company. It can be calculated in the normal rating scale using 1 to 5 or using a simple question that allows the customer to answer yes or no.