ClarivoxxBy Abdessamad Ghanem

Free tool

Customer Effort Score (CES) Calculator

CES is usually the average answer to "How easy was it to get what you needed?" on a 1 to 7 scale, where 7 is very easy. Many teams also report the share of answers at 5 or above. Enter how many customers chose each rating to get both, plus the share of difficult (1–3) experiences.

Responses per rating (1–7 scale)

Customer effort score

5.81 / 7

Good. Keep an eye on the difficult share: it shows the customers most likely to leave.

Easy (5–7)

85.0%

Difficult (1–3)

8.0%

CES = 581 ÷ 100 responses = 5.81 out of 7
Easy share = answers 5–7 ÷ 100 = 85.0%

Frequently asked questions

How do you calculate customer effort score?
Multiply each rating by the number of customers who chose it, add the results and divide by the total number of answers. 100 answers with an average of 5.8 give a CES of 5.8 out of 7. The alternative is the share of answers at 5, 6 or 7.
What is a good CES score?
On a 1 to 7 scale, an average above 5.5 or more than 80% of answers at 5 and above is generally good. The more useful signal is the difficult share: answers at 1 to 3 point to specific steps customers struggle with.
When should you send a CES survey?
Right after a task: a support ticket closes, an onboarding step is completed or a self-service flow ends. CES measures one task, so ask about one task, while the customer still remembers it.

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

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