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Glossary

Customer Effort Score (CES)

TTEC | Glossary | Customer Effort Score (CES)

What is a Customer Effort Score (CES)?

Customer effort score or CES is a customer satisfaction metric used to measure the ease of a customer's experience by asking them on a five-point scale, from "Very Difficult" to "Very Easy," to describe the effort required to use a product or service with a brand. O