CES (Customer Effort Score)

What is a CES (Customer Effort Score)?

Formula: Sum of All Effort Scores / Number of Survey Responses

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Measures how much effort customers must expend to use your product or resolve issues. Focus on reducing friction. Companies use CES to identify and eliminate pain points in customer journey.

How do you improve CES?

Improve CES by streamlining customer interactions, reducing friction points, and optimizing service processes. Focus on self-service options, clear communication, and efficient problem resolution.

What's a good CES benchmark?

Good CES scores typically range from 1-5 or 1-7, with lower scores indicating less customer effort. Compare scores across industry standards and track improvements over time.

How does CES impact loyalty?

CES strongly correlates with customer loyalty and retention. Lower effort scores typically lead to higher customer satisfaction and increased repeat business.

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Who is this for?

My services will turn on a tap of consistent flowing leads but it’s not for everyone. We’re likely a fit for each other if you’re:

A SaaS businesses that need more customers

If your SaaS company needs qualified users who are ready to become paying subscribers, I can optimize your Google Ads to deliver consistent leads.

Turning over of at least $20k/mth in revenue

I’ll use Google Ads to pour fuel on the fire. We need to know you have product market fit to be confident that you have a service that people are going to buy.

Have a strong retention rate

New users are great but we need to know that they will stay long enough to generate profit from their LTV.

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