SaaS metrics
What is CES (Customer Effort Score)?
CES is the effort a customer perceived to get something done in the product, typically rated on a 1–7 scale.
CES (Customer Effort Score) asks "how easy was it to solve your problem?" after a ticket or key task. It measures real friction, not abstract sentiment.
Gartner research shows reducing effort predicts retention better than NPS. It is the right metric for critical flows (onboarding, checkout, support).
Use it in practice
Help Desk with CSAT
Related terms
Frequently asked questions
Does CES replace NPS?
No. NPS measures overall recommendation; CES measures friction in a specific interaction. They complement each other.
When should I apply CES?
Right after a completed critical task (resolved ticket, checkout, onboarding), while the experience is fresh.