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Measure CES

Questions questioning the effect of the effort made to solve the problems on customer behavior are asked. The answers to the questions are taken on a 3, 5 or 7 likert scale. CES is calculated by subtracting the percentage of positive answers from the percentage of negative answers.

The purpose of this measurement is to measure the ease of interaction and how easily the customer solves the problem during a support service request or during an experience.

Customers' loyalty is directly proportional to their effort to connect and interact with the brand. The CES index measures the extent of this effort and its impact on customers. CES results provide the necessary data to improve service delivery processes. According to global research, 92% of customers with high customer effort scores have very low brand loyalty. For this reason, organizations aiming to measure customer loyalty should include the CES index and its outputs on their agenda of ba