Best Customer Effort Score (CES) Questions
CES measures how much effort customers spend to get something done. These questions identify high-effort journeys that quietly drive churn.
The questions to ask
- 1
How easy was it to get what you needed today?
Core CES question, typically a 1–7 ease scale.
- 2
What made this experience easy or difficult?
Open text that explains the score.
- 3
How many times did you have to contact us?
Repeat-contact signal.
- 4
Was your issue resolved in a single interaction?
First-contact resolution.
- Phrase the core question around ease, not satisfaction.
- Trigger CES right after the interaction.
- Pair CES with first-contact-resolution data.
- Use AI to flag high-effort, high-risk journeys.
Frequently asked questions
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