{"id":2585,"date":"2022-06-27T14:14:11","date_gmt":"2022-06-27T14:14:11","guid":{"rendered":"https:\/\/refiner.io\/blog\/?p=2585"},"modified":"2024-08-12T10:14:00","modified_gmt":"2024-08-12T10:14:00","slug":"customer-effort-score-calculation","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/","title":{"rendered":"How to Calculate and Measure the Customer Effort Score in SaaS"},"content":{"rendered":"\n

Do you want to calculate your customer effort score but don\u2019t know exactly how to do it? Wondering what are the different ways to measure the customer effort score?<\/p>\n\n\n\n

Well, good news – In this guide, you\u2019ll learn everything you need to know to do it. But we\u2019ll discuss not just what customer effort score is or how to measure it. I\u2019ll also show you what the score means for your SaaS and how to use it to increase customer loyalty and satisfaction, and boost your growth.<\/p>\n\n\n\n

Intrigued? Let\u2019s do it, then.<\/p>\n\n\n\n

What is a Customer Effort Score?<\/h2>\n\n\n\n

Customer Effort Score<\/a> (CES) is a survey that measures how easy it is for your customers to use or interact with your product.<\/p>\n\n\n\n

In other words, CES measures the effort it takes for someone to use your product. <\/p>\n\n\n\n

A CES survey<\/a>, typically, looks like this:<\/p>\n\n\n

\n
\"Customer<\/figure><\/div>\n\n\n

In a typical CES survey, you can ask either a general question about the overall product experience or you can be more specific and ask about a particular feature, an interaction with your customer service or the level of effort it takes to access your resource library.<\/p>\n\n\n\n

Be careful, a Customer Effort Score survey does not track customer satisfaction like a CSAT survey<\/a> or customer loyalty like the net promoter score<\/a> (NPS). Your CES questions should be framed in a way that the focus is on the effort and hopefully, the survey responses will indicate that your product guarantees a low-effort experience.<\/p>\n\n\n\n

Why Do You Need to Measure Your CES?<\/h2>\n\n\n\n

Let\u2019s look at the key reasons to start measuring your Customer Effort Score.<\/p>\n\n\n\n

#1. Benchmark user experience and effort<\/h3>\n\n\n\n

A key reason to measure your CES is to understand how your customers rate the ease of using your product and how you can improve it.<\/p>\n\n\n\n

You can\u2019t monitor your progress in customer effort if you are not consistent with measuring it.<\/p>\n\n\n\n

Benchmark your customer effort score the first time you\u2019ll send a CES survey. No matter what the results are, this will be your starting point on the journey of improving the user experience and the effort it takes to use your product.<\/p>\n\n\n\n

As part of the benchmarking process, you can also focus on different segments of your audience to understand where you stand among each type of customer.<\/p>\n\n\n\n

For example, you may find that your new customers are not very happy with the effort it takes to use the product in the first week.<\/p>\n\n\n\n

This could be an indication that you need to tweak the onboarding process to improve your CES score in this segment and boost your overall user experience.<\/p>\n\n\n\n

#2. Understand your strengths and weaknesses in product experience<\/h3>\n\n\n\n

Your customer effort score and its frequent measurement can help you discover your product\u2019s strengths and weaknesses.<\/p>\n\n\n\n

Map out both the positive and negative outcomes you get out of the CES survey and use them to shape your product roadmap.<\/p>\n\n\n\n

For example, a CES survey could help you discover that many users are finding a new feature you just launched quite complicated to use. <\/p>\n\n\n\n

You can use the insights to act early on them rather than wait for your customers to churn in the future.<\/p>\n\n\n\n

CES Calculator: How to Measure the Customer Effort Score?<\/h2>\n\n\n\n

Calculating the Customer Effort Score is simple. You can do it with this formula:<\/p>\n\n\n\n

CES = Total sum of responses \/ Number of responses<\/strong><\/p>\n\n\n\n

Your Customer Effort Score is the total sum you receive in the responses divided by the number of responses.<\/p>\n\n\n\n

Let\u2019s say you launch a CES question on a numerical scale of 1 to 5:<\/p>\n\n\n\n

How easy was it to use the X product?<\/em><\/p>\n\n\n\n

The total sum from 150 responses was 600.<\/p>\n\n\n\n

In this case, you can calculate your CES score this way: <\/p>\n\n\n\n

600\/150=4 <\/p>\n\n\n\n

Your CES score is 4 on a scale of 5.<\/p>\n\n\n\n

If you are using a tool like Refiner<\/a>, you can track the evolution of your CES score on the reporting dashboard to monitor your progress.<\/p>\n\n\n

\n
\"\"<\/figure><\/div>\n\n\n

Different Ways to Present and Measure CES<\/h2>\n\n\n\n

There are several different ways to present a CES survey – the format you choose will determine how you\u2019ll measure your customer effort score.<\/p>\n\n\n\n

#1. Numerical scale 1-5<\/h3>\n\n\n\n

It\u2019s common to use a numerical scale in a CES survey to allow your customers to choose an answer based on the level of effort they need to use your product or service.<\/p>\n\n\n\n

For example, you can ask the question:<\/p>\n\n\n\n

How easy was it to solve your problem today?<\/em><\/p>\n\n\n\n

The responses range from \u2018Quite difficult\u2019 to \u2018Super easy\u2019 on a scale from 1 to 5.<\/p>\n\n\n\n

The design is clear and easy for your customers to pick the best answer for them.<\/p>\n\n\n

\n
\"Another<\/figure><\/div>\n\n\n

#2. Numerical scale 1-7<\/h3>\n\n\n\n

Another way to present your CES survey is to use a numerical scale from 0 to 7. This survey type gives you more options, which expands the range of answers for your customers.<\/p>\n\n\n\n

Let\u2019s say you ask the question:<\/p>\n\n\n\n

How easy was using this feature?<\/em><\/p>\n\n\n

\n
\"Customer<\/figure><\/div>\n\n\n

The answers range from \u2018Quite difficult\u2019 to \u2018Super easy\u2019.<\/p>\n\n\n\n

You can also improve the design of your CES survey<\/a> by adding emoticons to the range of options.<\/p>\n\n\n

\n
\"Settings<\/figure><\/div>\n\n\n

By adding thumbs up, hearts, or stars, you can grab your customers\u2019 attention while making it even easier to measure their effort in a more visual way.<\/p>\n\n\n\n

#3. Text-based scale <\/h3>\n\n\n\n

A different format for your CES survey is to follow the Likert scale and choose five to seven points that reflect the customers\u2019 attitudes.<\/p>\n\n\n\n

The Likert scale<\/a> was introduced in 1932 and it\u2019s widely used to quantify customer opinions allowing people to indicate how much they agree or disagree with a specific statement.<\/p>\n\n\n\n

When it comes to customer effort, here are some ideas on how to use the Likert scale.<\/p>\n\n\n\n

Ask about the product experience<\/strong><\/p>\n\n\n\n

Here is an example of a question you can ask:<\/p>\n\n\n\n

It was easy to use Refiner<\/em><\/p>\n\n\n

\n
\"Another<\/figure><\/div>\n\n\n

The numbers reflect the scale of answers from \u2018Strongly Disagree\u2019 to \u2018Strongly Agree\u2019 and they make it easier for your users to pick the best response that matches their user experience.<\/p>\n\n\n\n

Ask about customer service<\/strong><\/p>\n\n\n\n

This is a question focusing on a customer interaction:<\/p>\n\n\n\n

To what extent do you agree with the following statement: Refiner made it easy to handle my issue.<\/em><\/p>\n\n\n

\n
\"A<\/figure><\/div>\n\n\n

Ask about a particular feature<\/strong><\/p>\n\n\n\n

You can even measure the customer effort about a specific feature:<\/p>\n\n\n\n

This feature was easy to use<\/em><\/p>\n\n\n

\n
\"An<\/figure><\/div>\n\n\n

By adding the numbers along with the text, it\u2019s easier to calculate a median score, in the end, to measure your CES score using the formula we mentioned above.<\/p>\n\n\n\n

What Counts As a Good Customer Effort Score?<\/h2>\n\n\n\n

The response depends on how you decide to present your CES survey.<\/p>\n\n\n\n

Let\u2019s say you send a CES survey on a scale from 0 to 5. <\/p>\n\n\n\n

A good customer effort score, in this case, would be to go above 3, ideally close to 4.<\/p>\n\n\n\n

If you are sending a CES survey on a scale from 0 to 7, a good customer effort score would be above 5.<\/p>\n\n\n\n

No matter what score you get in your first attempt, it\u2019s all about being consistent with it and hopefully increasing it over time.<\/p>\n\n\n\n

Don\u2019t worry if your score is lower than the average at first. You can add follow-up questions to your CES surveys to learn more about these responses and how you can improve the user experience.<\/p>\n\n\n\n

How to Use Your CES Insights<\/h2>\n\n\n\n

You\u2019ve started measuring your customer effort score and you are learning how to be consistent with its measurement.<\/p>\n\n\n\n

How do you use the insights you are collecting? Here are three ideas.<\/p>\n\n\n\n

#1. Improve customer success within your team<\/h3>\n\n\n\n

A customer effort score survey can help you be better with customer interactions by paying more attention to what your audience wants.<\/p>\n\n\n\n

You can launch a CES question every time someone interacts with your customer service team. The question could be in the form of:<\/p>\n\n\n\n

\u201cHow easy was it to solve your problem?\u201d<\/em><\/p>\n\n\n\n

The responses will help your team discover their areas of improvement while the feedback comes directly from your customers.<\/p>\n\n\n\n

#2. Boost customer loyalty<\/h3>\n\n\n\n

How about combining your insights from different types of surveys?<\/p>\n\n\n\n

You can combine the data you gather from a CES survey with your NPS score to strengthen your insights into what your customers want from you.<\/p>\n\n\n\n

Imagine you\u2019re discovering from your CES survey that many customers find your product easy to use. The next step is to look at your NPS score<\/a> to confirm whether the ease of use translates to an increased chance of someone recommending your product to a friend.<\/p>\n\n\n\n

Just like that, frequent check-ins with your customers can boost customer engagement by delivering more of what they expect. The more you pay attention to their needs, the easier it will be to have loyal customers<\/a> in the longer term.<\/p>\n\n\n\n

#3. Predict customer behavior<\/h3>\n\n\n\n

CES surveys can help you solve existing problems in your product but they can also help you predict potential issues you might face in the future.<\/p>\n\n\n\n

Let\u2019s say you are sending CES surveys to measure the effort it takes for someone to use your product\u2019s key features.<\/p>\n\n\n\n

Looking at the insights, you find out that most of your features got rated as \u2018fairly easy\u2019 to use. One feature though seems to require a higher effort of use. <\/p>\n\n\n\n

This is the time to ask follow-up questions and act on the feedback. <\/p>\n\n\n\n

Once you address this issue, the insights will help you avoid similar issues in the future with your next feature launches. <\/p>\n\n\n\n

This way, you are saving time and resources while you are getting better at gathering behavioral insights.<\/p>\n\n\n\n

How Is Your Customer Effort Score Linked to Your SaaS Metrics?<\/h2>\n\n\n\n

You don\u2019t need to measure your data in silos. It\u2019s time to make the most of your CES insights by linking them to your SaaS metrics.<\/p>\n\n\n\n

CES surveys may be measuring customer effort but the data can still be useful for these metrics:<\/p>\n\n\n\n

Customer engagement<\/h3>\n\n\n\n

Let\u2019s say you launch a CES survey to measure how easy it is for your customers to interact with your brand.<\/p>\n\n\n\n

The more you learn about them, the easier it is for your team to improve the overall customer engagement by keeping them interested in your product.<\/p>\n\n\n\n

Customer upselling<\/h3>\n\n\n\n

You can use the insights from CES surveys to understand the level of effort it takes for your customers to use different product features.<\/p>\n\n\n\n

For example, you can segment your users based on their CES score and combine the data with other survey types to map out the customers who might be ready for an upsell<\/a>.<\/p>\n\n\n\n

You don\u2019t want to miss the chance to scale your SaaS business faster, do you?<\/p>\n\n\n\n

Customer churn<\/h3>\n\n\n\n

The frequent measurement of your CES can help you understand what you need to improve in your product to avoid losing your customers.<\/p>\n\n\n\n

For example, you can ask follow-up questions to the customers who find it quite hard to use your product or its particular features. <\/p>\n\n\n\n

Use the learnings to address their concerns and prevent the churn.<\/p>\n\n\n\n

Or if you are using a tool like Refiner<\/a>, you can also sync your CES rating to your CRM to keep an eye on your clients to spot upselling opportunities and reduce churn. <\/p>\n\n\n\n

Here You Are\u2026<\/h2>\n\n\n\n

Everything you need to know on how to calculate your customer effort score.<\/p>\n\n\n\n

Ready to send your next CES survey?<\/p>\n\n\n\n

Make sure you organize the insights you collect to track the evolution of your customer effort score.<\/p>\n\n\n\n

It\u2019s okay if you are not where you want yet, just make sure you stay consistent with the measurement to monitor your progress.<\/p>\n\n\n\n

Good luck!<\/p>\n\n\n\n

Looking to run a customer effort score survey? Check out <\/strong>Refiner<\/strong><\/a> – the dedicated CES survey platform for SaaS.<\/strong><\/h3>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

Do you want to calculate your customer effort score but don\u2019t know exactly how to do it? Wondering what are the different ways to measure the customer effort score? Well, good news – In this guide, you\u2019ll learn everything you need to know to do it. But we\u2019ll discuss not just what customer effort score […]<\/p>\n

Read More…<\/a><\/p>\n","protected":false},"author":1,"featured_media":2604,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"refiner_sidebar_werbeblock":"1777","footnotes":""},"categories":[19],"tags":[],"class_list":["post-2585","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-effort-score"],"yoast_head":"\nCustomer Effort Score Calculation: Customer Effort Score Formula<\/title>\n<meta name=\"description\" content=\"Discover how to calculate the customer effort score. Customer effort score formula. CES calculator.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Effort Score Calculation: Customer Effort Score Formula\" \/>\n<meta property=\"og:description\" content=\"Discover how to calculate the customer effort score. Customer effort score formula. CES calculator.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/\" \/>\n<meta property=\"og:site_name\" content=\"Refiner Blog\" \/>\n<meta property=\"article:published_time\" content=\"2022-06-27T14:14:11+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-12T10:14:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1320\" \/>\n\t<meta property=\"og:image:height\" content=\"932\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Moritz Dausinger\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@mdausinger\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Moritz Dausinger\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"11 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/\"},\"author\":{\"name\":\"Moritz Dausinger\",\"@id\":\"https:\/\/refiner.io\/blog\/#\/schema\/person\/55632335b069a1d4a08cfd16de5d4dd2\"},\"headline\":\"How to Calculate and Measure the Customer Effort Score in SaaS\",\"datePublished\":\"2022-06-27T14:14:11+00:00\",\"dateModified\":\"2024-08-12T10:14:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/\"},\"wordCount\":1965,\"publisher\":{\"@id\":\"https:\/\/refiner.io\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png\",\"articleSection\":[\"Customer Effort Score\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/\",\"url\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/\",\"name\":\"Customer Effort Score Calculation: Customer Effort Score Formula\",\"isPartOf\":{\"@id\":\"https:\/\/refiner.io\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png\",\"datePublished\":\"2022-06-27T14:14:11+00:00\",\"dateModified\":\"2024-08-12T10:14:00+00:00\",\"description\":\"Discover how to calculate the customer effort score. Customer effort score formula. CES calculator.\",\"breadcrumb\":{\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#primaryimage\",\"url\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png\",\"contentUrl\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png\",\"width\":1320,\"height\":932},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/refiner.io\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How to Calculate and Measure the Customer Effort Score in SaaS\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/refiner.io\/blog\/#website\",\"url\":\"https:\/\/refiner.io\/blog\/\",\"name\":\"Refiner Blog\",\"description\":\"SaaS Growth Tactics & Best Practices in Managing Customer Feedback\",\"publisher\":{\"@id\":\"https:\/\/refiner.io\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/refiner.io\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/refiner.io\/blog\/#organization\",\"name\":\"Refiner Blog\",\"url\":\"https:\/\/refiner.io\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/refiner.io\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/06\/Refiner-Logo-Blog.png\",\"contentUrl\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/06\/Refiner-Logo-Blog.png\",\"width\":468,\"height\":88,\"caption\":\"Refiner Blog\"},\"image\":{\"@id\":\"https:\/\/refiner.io\/blog\/#\/schema\/logo\/image\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\/\/refiner.io\/blog\/#\/schema\/person\/55632335b069a1d4a08cfd16de5d4dd2\",\"name\":\"Moritz Dausinger\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/refiner.io\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/ec002e5788821d64a86d8ed49b1d44b9?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/ec002e5788821d64a86d8ed49b1d44b9?s=96&d=mm&r=g\",\"caption\":\"Moritz Dausinger\"},\"description\":\"CEO of Refiner\",\"sameAs\":[\"https:\/\/x.com\/mdausinger\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer Effort Score Calculation: Customer Effort Score Formula","description":"Discover how to calculate the customer effort score. Customer effort score formula. CES calculator.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/","og_locale":"en_US","og_type":"article","og_title":"Customer Effort Score Calculation: Customer Effort Score Formula","og_description":"Discover how to calculate the customer effort score. Customer effort score formula. CES calculator.","og_url":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/","og_site_name":"Refiner Blog","article_published_time":"2022-06-27T14:14:11+00:00","article_modified_time":"2024-08-12T10:14:00+00:00","og_image":[{"width":1320,"height":932,"url":"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png","type":"image\/png"}],"author":"Moritz Dausinger","twitter_card":"summary_large_image","twitter_creator":"@mdausinger","twitter_misc":{"Written by":"Moritz Dausinger","Est. reading time":"11 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#article","isPartOf":{"@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/"},"author":{"name":"Moritz Dausinger","@id":"https:\/\/refiner.io\/blog\/#\/schema\/person\/55632335b069a1d4a08cfd16de5d4dd2"},"headline":"How to Calculate and Measure the Customer Effort Score in SaaS","datePublished":"2022-06-27T14:14:11+00:00","dateModified":"2024-08-12T10:14:00+00:00","mainEntityOfPage":{"@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/"},"wordCount":1965,"publisher":{"@id":"https:\/\/refiner.io\/blog\/#organization"},"image":{"@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#primaryimage"},"thumbnailUrl":"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png","articleSection":["Customer Effort Score"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/","url":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/","name":"Customer Effort Score Calculation: Customer Effort Score Formula","isPartOf":{"@id":"https:\/\/refiner.io\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#primaryimage"},"image":{"@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#primaryimage"},"thumbnailUrl":"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png","datePublished":"2022-06-27T14:14:11+00:00","dateModified":"2024-08-12T10:14:00+00:00","description":"Discover how to calculate the customer effort score. Customer effort score formula. CES calculator.","breadcrumb":{"@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#primaryimage","url":"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png","contentUrl":"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES.png","width":1320,"height":932},{"@type":"BreadcrumbList","@id":"https:\/\/refiner.io\/blog\/customer-effort-score-calculation\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/refiner.io\/blog\/"},{"@type":"ListItem","position":2,"name":"How to Calculate and Measure the Customer Effort Score in SaaS"}]},{"@type":"WebSite","@id":"https:\/\/refiner.io\/blog\/#website","url":"https:\/\/refiner.io\/blog\/","name":"Refiner Blog","description":"SaaS Growth Tactics & Best Practices in Managing Customer Feedback","publisher":{"@id":"https:\/\/refiner.io\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/refiner.io\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/refiner.io\/blog\/#organization","name":"Refiner Blog","url":"https:\/\/refiner.io\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/refiner.io\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/06\/Refiner-Logo-Blog.png","contentUrl":"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/06\/Refiner-Logo-Blog.png","width":468,"height":88,"caption":"Refiner Blog"},"image":{"@id":"https:\/\/refiner.io\/blog\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/refiner.io\/blog\/#\/schema\/person\/55632335b069a1d4a08cfd16de5d4dd2","name":"Moritz Dausinger","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/refiner.io\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/ec002e5788821d64a86d8ed49b1d44b9?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/ec002e5788821d64a86d8ed49b1d44b9?s=96&d=mm&r=g","caption":"Moritz Dausinger"},"description":"CEO of Refiner","sameAs":["https:\/\/x.com\/mdausinger"]}]}},"featured_image_src":"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES-600x400.png","featured_image_src_square":"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/How-to-calculate-CES-600x600.png","author_info":{"display_name":"Moritz Dausinger","author_link":"https:\/\/refiner.io\/blog\/author\/user\/"},"_links":{"self":[{"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/posts\/2585","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/comments?post=2585"}],"version-history":[{"count":6,"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/posts\/2585\/revisions"}],"predecessor-version":[{"id":3672,"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/posts\/2585\/revisions\/3672"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/media\/2604"}],"wp:attachment":[{"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/media?parent=2585"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/categories?post=2585"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/refiner.io\/blog\/wp-json\/wp\/v2\/tags?post=2585"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}