CES Calculator
CES asks how much effort someone had to expend, usually as agreement with "the company made it easy to handle my issue" on a 1–7 scale. Enter the count at each point.
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Counts per point on a 1–7 agreement scale, where 7 is “strongly agree” that the company made it easy.
Mean effort score across 130 responses.
How CES is calculated
The modern form (sometimes called CES 2.0) is the mean of the agreement scores on a 1–7 scale, where 7 means strongly agree that it was easy.
Some teams instead report the percentage choosing 5, 6, or 7 — the share who agreed. Both are shown here, because which one your organisation uses is a convention, not a right answer.
Questions people ask
What is a good CES?
On the 1–7 agreement scale, above 5 is generally healthy and below 4 indicates real friction. As with all these metrics, your own trend is the more useful comparison.
When should I ask a CES question?
Immediately after the interaction it refers to — a resolved support ticket, a completed onboarding, a returned order. Asked weeks later it measures memory rather than effort.
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