Customer effort score (CES) calculator for support teams
Effort tells you how hard it was to get help, which satisfaction scores miss. Enter how many people gave each answer to see your score and the split between easy and hard.
Effort score (out of 7)
5.48
Answers
100
Found it easy (5 to 7)
80%
Found it hard (1 to 3)
10%
Compare the score over time, not against other companies. Read the comments from the 1 to 3 answers first: they name the steps that cost customers the most effort.
Questions
What is a customer effort score?
It is the average answer to a question like “It was easy to get my problem solved,” on a 1 to 7 scale where 7 is very easy. It measures how much work the customer had to do, not how they felt.
What is a good effort score?
There is no universal number. Scores above 5 out of 7 usually mean most customers found it easy. Track your own score over time and watch the share of 1 to 3 answers, which are the customers who struggled.
How is it different from CSAT?
CSAT asks how satisfied someone was. Effort asks how hard the path was. A customer can be satisfied with a friendly agent and still have found the process hard, which effort catches.
When should I send the question?
Right after a ticket is solved, as a single question with a comment box. Keep it short so people answer.
Is anything I type saved?
No. The score is worked out in your browser and nothing is uploaded.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/customer-effort-score-calculator">Customer effort score calculator</a>Guides that go with this tool
- How to run a CSAT survey that gives you a number you can trustWhen to send a CSAT survey, what to ask, why the response rate matters, and how to read a score without fooling yourself.
- Support metrics you can stop trackingWhich support metrics to drop: vanity counts, numbers nobody acts on and measures that reward the wrong behavior, plus a short list worth keeping.
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