Result
Average CES
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This calculation is for informational purposes only and does not replace advice from a qualified professional. Formulas and rates may not fit your exact situation — double-check the figures before making decisions.
How it is calculated
Average CES = sum of scores across all responses ÷ number of responses. It's simply the average of the scores respondents gave to a question like 'How easy was it to resolve your issue?', usually on a scale from 1 (very difficult) to 7 (very easy) — the exact scale can differ between surveys.
Unlike NPS, which measures overall willingness to recommend the company, CES pointedly measures the effort a customer spent on a specific interaction — a support request, a return, setting up the product. That makes CES especially useful for evaluating service processes specifically, rather than the brand overall.
Before comparing CES across periods or segments, make sure the same scale was used — comparing an average score on a 1–5 scale to one on a 1–7 scale without converting first is meaningless.