The Customer Effort Score (CES) is a customer-oriented KPI that gives you insight about a customer's experience during their customer journey. This allows you to pose a type question such as 'How much effort did you personally have to put into something to come to a certain resolution?'. The scale is preset and runs from 1 to 5, where 1 stands for very much effort and five for very little effort.
Calculation:
Our CX software supports multiple methods of calculating the CES. Nonetheless, this article explains in-depth the calculation method CES 5-point scale to average. If you prefer to use the calculation format CES 5-point scale to index, please click here.
For the CES 5-point scale to average calculation, the average option is given. The average option will return the mean of the numbers. It is easy to calculate, add up all the score given and then divide it by the number of respondents there are. In other words it is the Sum divided by the Count.
An example
You have conducted the Customer Effort Research with your customers, and you have 1000 responses. They can be divided in the following groups:
190 out of 1000 of the responses scored a 1
240 out of 1000 of the responses scored a 2
110 out of 1000 of the responses scored a 3
330 out of 1000 of the responses scored a 4
140 out of 1000 of the responses scored a 5
You now add up all the scores, in total 2820, and divided this score by 1000. This leads to an average Customer Effort Score of 2,82.
Furthermore, in certain widgets the CES calculation automatically shows the percentage of respondents based on a their given scores. The respondents are divided into three groups:
Red - the percentage of respondents who gave a 1 or 2
Blue - the percentage of respondents who gave a 3
Green - the percentage of respondents who gave a 4 or 5.
Please note: this calculations is applied to the records that meet the requirements that you have set in your period selection, your filter selection and the default selection for available records for reporting.