Customer Effort Score
What is a good Customer Effort Score?
The higher a company’s CES, the happier their customers will be. According to CEB, moving a customer from a 1 to a 5 boosts their loyalty by 22%. Though moving someone from a 5 to a 7 increases their loyalty by only 2%.
¹ the CEB does not provide in the study the Customer Effort Score point differential around this 37% cost decrease.