Customer Effort Score (CES) Calculator
The Customer Effort Score calculator averages 1–7 "the company made it easy to handle my issue" ratings into a CES you can track. Free, no sign-up, instant.
- Free
- No sign-up
- Instant result
- Benchmarks included
Customer Effort Score Calculator
Average your 1–7 "the company made it easy" ratings.
Add up every 1–7 response
How it's calculated
- Definition
- Customer Effort Score (CES) measures how easy it was for a customer to get something done, such as resolving an issue or completing a purchase. The common CES 2.0 version asks customers to agree with "the company made it easy for me" on a 1–7 scale.
- Formula
- CES = sum of all ratings ÷ number of responses. Some teams report the share of 5–7 ratings instead; pick one method and keep it.
- Benchmark
- On a 1–7 scale, an average above about 5.5 suggests low effort and below about 4.5 high effort. Treat these as rules of thumb and watch your own trend.
Our take
Effort is the score we'd pick if we could only keep one for service teams. Customers forgive a slow answer more easily than being bounced between channels or repeating themselves, and effort catches exactly that.
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Voice of Customer software built for this metric:
Related free calculators
- NPS Calculator
Net Promoter Score from promoter, passive and detractor counts.
- CSAT Calculator
Customer Satisfaction Score from your 1–5 rating counts.
Frequently Asked Questions
What is a good Customer Effort Score?
On the 1–7 CES 2.0 scale, averages above roughly 5.5 indicate low effort. Track it per channel and contact reason, since one broken journey can drag the average down.
CES vs CSAT vs NPS: which should I use?
Use CES for service and self-service journeys, CSAT for individual interactions, and NPS for overall brand loyalty. Many teams run all three at different points.