PHILIP BURGESS

By Philip Burgess | UX Research Leader When customers interact with a product or service, their experience often hinges on how easy it is to complete important tasks. The Customer Effort Score (CES) is a simple yet powerful metric designed to measure this ease. Unlike other customer satisfaction tools that focus on feelings or loyalty, CES zeroes in on the effort customers must put in to achieve their goals. Understanding and improving CES can lead to smoother experiences, hi