The Customer Effort Score (CES) is a customer-oriented KPI that gives you insight about a customer's experience during their customer journey. The original Customer Effort Score (CES) is based on a scale from 1 to 5. However, due to some criticism as many thought that the original CES was framed too negatively, a new version of the CES was created, known as CES 2.0.
The CES 2.0 took a new run at the question format by getting respondents to evaluate a statement on a scale of 1 to 7. This allows you to pose a type question such as “[company name] made it easy for me to handle my issue.” The scale runs from 1 to 7, where 1 stands for extremely difficult and seven for extremely easy.
Our CX software supports multiple methods of calculating the CES 2.0. Nonetheless, this article explains in-depth the calculation method CES 7-point scale to average. If you prefer to use the calculation method CES 7-point scale to index, please click here.
For the CES 7-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 scores given, and then divide it by the number of respondents. In other words it is the Sum divided by the Count.
You have conducted the Customer Effort Research with your customers, and you have 1000 responses. They can be divided in the following groups:
80 out of 1000 of the responses scored a 1
210 out of 1000 of the responses scored a 2
140 out of 1000 of the responses scored a 3
110 out of 1000 of the responses scored a 4
160 out of 1000 of the responses scored a 5
180 out of 1000 of the responses scored a 6
120 out of 1000 of the responses scored a 7
You now add up all the scores, in total 4080, and divided this score by 1000. This leads to an average Customer Effort Score of 4,08.
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, 2 or 3
Blue - the percentage of respondents who gave a 4 or 5
Green - the percentage of respondents who gave a 6 or 7.
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.