Work out customer effort score instantly with clear inputs, formula shown and shareable results.
Customer effort score asks how easy it was to get an issue resolved, and it predicts loyalty better than satisfaction in service contexts. Normalising to a percentage lets scores from different scale lengths be compared.
Effort score
Average = sum of scores / responses; normalised = average / scale maximum × 100
Figures are estimates based on the inputs given. Marketing performance, platform fees and conversion behaviour vary by audience, channel and season. Use this as a planning guide, not a forecast.
Research consistently finds that reducing friction retains customers better than exceeding expectations.
Immediately after a service interaction, while the experience of the process is still fresh.