CES Calculator
Enter the combined total of all effort ratings, the number of valid responses and the scale you used (commonly 1–5 or 1–7) to get your average Customer Effort Score.
The formula
Average CES = total combined effort score ÷ number of valid responses
What the result means
The result is the mean effort rating across your respondents, on the same scale as your question.
Whether a high average is good or bad depends entirely on how your question and scale are worded. If your scale runs from “very difficult” (1) to “very easy” (7), higher is better; if it asks how much effort was required, lower is better. Always interpret the average against the exact wording you used.