The CES is not as widely used as an NPS score, but it does help to detail whether your company is successful in retaining loyal customers. At the foundation of CES is this question: “How easy was it for your customer to accomplish a specific task?” A lower score would mean it takes less effort while a higher score depicts more effort on the customer’s part.
Calculating scores are important, but they’re only a piece of the CX pie. It’s also important to understand the reasons behind the scores.