Customer Effort Score (CES)

Customer Effort Score (CES) is a metric used to measure the ease of interaction between a customer and a company. It assesses how much effort a customer has to exert to get an issue resolved, a product purchased, or a question answered.

Why It Matters

Customer Effort Score is crucial in AI Product Management and Product Management as it directly affects customer satisfaction and loyalty. By understanding CES, product managers can make informed decisions that reduce customer effort and enhance the user experience.

- Helps prioritize improvements that reduce customer effort.
- Affects workflows by highlighting friction points that need to be addressed in product design and support processes.

How It’s Used

- CES data can guide feature prioritization or enhancements in the product roadmap.
- Teams can discuss CES feedback to improve user experience in upcoming sprints.
- AI systems can be adjusted based on CES feedback to ensure smoother customer interactions.

Related Terms

- Customer Feedback Loop
- Customer Journey Analytics
- Customer Churn

Additional Resources

- What Is Customer Effort Score (CES) and How to Measure It
- What is Customer Effort Score? Questions & CES Definition
- Customer Effort Score simplified + how to measure it

AI Product Management Context

Revo, as a tool, can help product managers collect and analyze CES data, facilitating the identification of areas where customer effort can be minimized. This allows for more targeted improvements and a better overall product experience.