Customer Effort Score (CES)

Customer Effort Score (CES): How easy it was for the customer to get help.

Also known as: CES

Formula

CES = Average rating on "How easy was it to resolve your issue?" (1-7 scale)

CES % = Respondents who agree it was easy / Total respondents × 100

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

avg(field.ces_score)

Unit: score

Percent variant: count(field.ces_score where field.ces_score >= 5) / count(field.ces_score)

Notes: 1 to 7 scale.

Data requirements

Grain: Per survey response · Frequency: Per response · Aggregation: event · Staged: no · Main source: Survey Tool.

Field	Dataset	Type
`ces_score`	survey_response	integer
`survey_date`	survey_response	date

Example SQL (Postgres)

SELECT (SELECT AVG(ces_score) FROM survey_response WHERE survey_date >= :period_start AND survey_date <= :period_end) AS customer_effort_score_ces

From an agent: with the GASP MCP server, call lookup_metric({ "name": "Customer Effort Score (CES)" }) or generate_query({ "metric": "Customer Effort Score (CES)", "adapter": "<your adapter JSON>" }).

Benchmarks

Below 4: High effort, frustrating
4-5: Moderate
5-6: Good
Above 6: Easy, effortless

What It Tells You

Support friction. Lower effort correlates with retention.

Sources

← Back to Support metrics