Business Development

Do you know your CES score?


In our last blog, we wrote about how you can learn from (bad) customer feedback. Today we want to give you a closer look at MetricsFlare and one of its great metrics called CES – Customer Effort Score.

Nowadays, the simplicity and the convenience of using survey methods are your best ally for collecting insights and ratings when it comes to user experience. With short, personalized, and customized questions that hold your users’ attention today’s survey methods are much more practical and useful. They help you to build a strong connection between your users and your business. NPS and CSAT may be the most frequently mentioned surveying metrics, but what about CES, how often do you pay attention to this score?

What is CES and what does it measure?

CES – Customer Effort Score measures exactly what the name tells you:

It measures the effort that your users make when it comes to resolving their tasks. This indicates how easy it is to use your product. And whether it solves what it is intended for. If your score is low, then there is room for improvement. This score can help you get a clear picture of what are the weak spots of your business. If it is high, this means that you are doing everything well and you should continue in that direction. When you discover in which section the client needed to use more effort, you can start working on reducing those problems. This way you are encouraging their loyalty and you are showing them that their opinion matters the most to you.

How does CES affect your business development?

When your product is more user-friendly and easy to navigate your users will be more attached to it. Anything that requires your users to use less effort and brings them good results is a good sign that you are doing an amazing job! By adapting your product to your users’ needs you are reducing the possibility that they will leave you. This is one of the best benefits that CES has to offer. The problem can be identified at an early stage before it harms your users. As well as what is desired and what is ideal. According to this, you need to follow the results and the metrics. Leaving a comment certainly indicates what can be changed especially for the product itself. That is why users should be encouraged to give more detailed answers.

Get a clear picture of your users experience

CES is just one of the metrics that MetricsFlare uses to help you with your business development. By using all three metrics together: NPS, CSAT, and CES you can learn whether you are on the right track. Through these three metrics, almost all aspects of customer satisfaction that affect the development of a business can be covered. They are the right guide in your further development and improvement. So hop on to metricflare.com and meet your faithful helper for getting a clear picture of customer satisfaction in a user-oriented world. 🙂

Share this post

Share this link via

Or copy link