What is CES (Customer Effort Score)?
How easy it was for a customer to get what they needed.
Customers rate a statement such as “It was easy to solve my issue”. Low effort predicts loyalty better than delight: people come back to shops that make things simple.
With Shopxare
Build a CES survey with a 1–5 rating question in Shopxare Surveys and send it after each conversation.
More terms
Self-service support
Letting customers solve problems themselves, without contacting you.
CSAT (customer satisfaction)
The share of customers who were satisfied with one interaction, usually rated 1–5.
Resolution time
The time from a customer’s first message until their issue is solved.
Proactive chat
Starting the conversation before the visitor asks.
Chatbot
An automated conversation that answers or routes customers without a person.
Abandoned cart
Products a shopper added to the cart but did not buy.
Give every customer a fast, friendly answer.
Free. No credit card, no trial clock.