CES calculator
CES measures how much effort a customer had to make, with a statement like “The company made it easy for me to handle my issue”, from 1 (strongly disagree) to 7 (strongly agree). Pick the scale and enter how many people gave each score.
Strongly disagree
Strongly agree
Average CES
5.38
out of 7 · 100 responses
Found it easy
80 %
Found it hard
10 %
The calculation runs in your browser. We don’t store what you type.
How it’s calculated
Average CES = sum of all scores / number of responses. With the statement worded positively, higher is better.
On the 1 to 7 scale, scores 5, 6 and 7 count as “easy” and 1, 2 and 3 as “hard”. On the 1 to 5 scale, 4 and 5 against 1 and 2.
The midpoint (4 of 7 or 3 of 5) counts in neither group.
How to read the result
- Measure it right after a specific task: a purchase, an exchange, a support request. It isn’t meant for the overall relationship (that’s what NPS is for).
- Look above all at the “hard” share. People who struggled to get something done are the most likely to leave.
- Ask afterwards what was hardest. The same two or three steps almost always come up, and fixing them raises CES quickly.
Frequently asked questions
- What is a good CES?
- On the 1 to 7 scale, an average above 5 is usually considered good. What helps most is comparing yourself before and after a change.
- What is the difference between CES, CSAT and NPS?
- CES measures effort on a task, CSAT satisfaction with a moment, and NPS overall loyalty to the brand.
- What if my question is “How much effort did it take?”
- In that version lower is better. Before using the calculator, reverse the order of the scores: those who answered 1 go in the last box.
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