Top Tools to Calculate Customer Effort Score in 2025
Improving customer experience starts with understanding how much effort your customers put into interacting with your business. Customer Effort Score (CES) measures this effort, helping you identify friction points and boost customer satisfaction. In 2025, advanced tools make it easier than ever to calculate customer effort score accurately. Handheld CES devices are becoming popular for their convenience, while tabletop models offer powerful, customizable features for professional use. Tools with biofeedback sensors and AI analytics, like Sobot, further enhance precision and usability.
Here are the top tools to watch in 2025:
- piHappiness
- Retently
- Hotjar
- Qualtrics
- SurveyMonkey
What is Customer Effort Score (CES)?
Definition of CES
Customer Effort Score (CES) measures how much effort your customers need to put in to interact with your business. It evaluates their experience on a scale, typically ranging from "very low effort" to "very high effort." Most CES surveys use a 1-to-7 scale, where lower scores indicate a smoother and more satisfying interaction. Businesses calculate customer effort score by asking customers to rate their experience through follow-up surveys. This metric is directly linked to customer retention rate, as higher effort often discourages repeat interactions.
Why CES Matters for Businesses
Understanding CES helps you identify friction points in your customer journey. Lowering customer effort improves customer satisfaction score, which leads to better loyalty and advocacy. According to recent research, businesses that focus on reducing effort see significant improvements in key metrics:
| Metric | Impact on Business Performance |
|---|---|
| Customer Effort Score (CES) | Lower effort leads to higher satisfaction |
| Customer Satisfaction | Increased loyalty and advocacy |
| Customer Loyalty | Higher retention rates and repeat purchases |
| Business Performance | Positive correlation with sales growth and profitability |
By tracking CES, you gain real-time insights into how your processes affect customer engagement. This allows you to make data-driven decisions that enhance customer experience and boost customer lifetime value.
How to Calculate Customer Effort Score
To calculate customer effort score, you need to conduct CES surveys. These surveys ask a simple question, such as: "How easy was it to resolve your issue today?" Customers respond using a numerical scale. Once you collect responses, calculate the average score by summing all ratings and dividing by the total number of responses. For example, if 100 customers provide a total score of 400, the CES would be 4.0.
This metric is easy to track and provides actionable customer feedback. By analyzing trends over time, you can pinpoint areas for improvement and measure the success of your efforts to reduce customer effort.
Criteria for Choosing the Best Customer Effort Score Software
Key Features to Look For
When selecting customer effort score software, focus on tools that offer essential features to measure and improve customer experience. Look for software that provides real-time analytics, customizable CES surveys, and intuitive dashboards. These features help you calculate customer effort score efficiently and identify areas for improvement.
Performance metrics play a crucial role in evaluating software. Here’s a quick comparison of key metrics:
| Metric | Description |
|---|---|
| Customer Effort Score (CES) | Measures how easy it is for customers to accomplish their goals when interacting with a company. |
| Average Handle Time (AHT) | The average duration taken to resolve customer inquiries, impacting efficiency and customer satisfaction. |
| Customer Satisfaction (CSAT) | A measure of customer contentment with a service or product, often collected through surveys. |
These metrics ensure you can track customer engagement and satisfaction effectively, leading to better customer retention rates and higher customer lifetime value.
Integration with Customer Service Platforms
Your CES software should integrate seamlessly with your existing customer service tools. This integration allows you to collect customer feedback directly from support interactions, ensuring a smooth workflow. For example, connecting CES surveys with live chat or ticketing systems helps you gather actionable insights without disrupting customer interactions.
Integrated software also enables you to link CES data with other metrics, such as CSAT and AHT, providing a comprehensive view of your customer experience. This holistic approach improves decision-making and enhances customer engagement.
Scalability and Customization Options
Scalability and customization are vital for businesses of all sizes. Small and medium enterprises benefit from survey software with user-friendly interfaces and basic features that require minimal IT resources. These tools allow you to start small and expand as your needs grow.
Large enterprises often require advanced analytics and integration capabilities. Sophisticated CES software aligns with their complex systems, offering tailored solutions to meet specific demands. Whether you run a small business or a large corporation, scalable and customizable software ensures your CES tools evolve with your business.
Top Tools to Calculate Customer Effort Score in 2025
Tool #1: piHappiness
piHappiness stands out as a versatile customer effort score software designed to simplify CES surveys and improve customer engagement. You can use this tool to collect customer feedback across multiple channels, including email, SMS, and social media. Its real-time analytics dashboard allows you to monitor metrics like customer effort score and customer satisfaction.
piHappiness offers customization options for CES surveys, enabling you to tailor questions to fit your business needs. For example, you can ask, "How easy was it to complete your transaction today?" and analyze survey results to identify friction points. The software also integrates seamlessly with popular customer service platforms, ensuring smooth workflows.
Businesses using piHappiness report higher customer retention rates due to its actionable insights. By reducing effort in key areas, you can enhance customer lifetime value and foster loyalty. Learn more about piHappiness here.
Tool #2: Retently
Retently specializes in advanced CES surveys and predictive analytics. This tool helps you calculate customer effort score with precision, offering detailed insights into customer behavior. Its AI-powered analytics predict trends in customer engagement, allowing you to make proactive improvements.
Retently’s survey software is ideal for businesses seeking scalability. Whether you run a small startup or a large enterprise, you can customize surveys to match your goals. For instance, you can create CES surveys that focus on specific touchpoints, such as product returns or customer support interactions.
The software also excels in integration capabilities. You can connect Retently with CRM systems and ticketing platforms to streamline data collection. By analyzing metrics like CES and customer satisfaction, you gain a comprehensive view of your customer experience. Businesses using Retently often see improved survey results and higher customer retention rates. Explore Retently’s features here.
Tool #3: Hotjar
Hotjar combines CES surveys with heatmaps and session recordings to provide a holistic view of customer behavior. You can use this tool to measure customer effort score while observing how users interact with your website or app. This dual approach helps you identify pain points and optimize user experience.
Hotjar’s survey software is intuitive and easy to use. You can deploy CES surveys directly on your website, asking questions like, "How easy was it to find what you were looking for?" The software collects responses in real time, allowing you to analyze metrics and make quick adjustments.
One of Hotjar’s unique features is its ability to visualize customer feedback. Heatmaps show where users click, scroll, or abandon pages, giving you actionable insights. By combining CES data with behavioral analytics, you can improve customer engagement and boost customer lifetime value. Discover Hotjar’s capabilities here.
Tool #4: Qualtrics
Qualtrics is a powerful customer effort score software that helps you measure and improve customer experiences. It uses CES surveys to collect customer feedback, asking respondents to rate the ease of their interactions. The software then calculates the customer effort score and compares it to industry benchmarks. These benchmarks highlight how your business performs against competitors and best-in-class providers, giving you actionable insights to enhance customer engagement.
Qualtrics stands out for its ability to convert subjective opinions into measurable metrics. This feature allows you to identify friction points in your customer journey and prioritize improvements. For example, if survey results show a low CES for your product return process, you can focus on streamlining this area to reduce effort and boost customer retention rates.
Key features of Qualtrics include:
- Customizable CES surveys: Tailor questions to fit your business needs.
- Advanced analytics: Track metrics like CES, customer satisfaction, and customer lifetime value.
- Integration capabilities: Connect with CRM systems and other tools for seamless workflows.
Businesses using Qualtrics often report higher customer retention rates and improved customer lifetime value. By leveraging its data-driven insights, you can make informed decisions that enhance customer experiences and drive growth.
Tool #5: SurveyMonkey
SurveyMonkey is one of the most versatile tools for calculating customer effort score. Its survey software simplifies the process of collecting customer feedback, making it ideal for businesses of all sizes. You can create CES surveys with ease, asking questions like, "How easy was it to resolve your issue today?" The platform provides real-time analytics, allowing you to monitor metrics and identify areas for improvement.
SurveyMonkey’s user-friendly interface makes it accessible even for small businesses with limited resources. You can deploy surveys across multiple channels, including email and social media, ensuring broad reach and diverse feedback. The software also offers robust customization options, enabling you to design surveys that align with your brand and goals.
One of SurveyMonkey’s strengths lies in its ability to analyze survey results and present them in actionable formats. For instance, you can generate reports that highlight trends in customer effort score over time. These insights help you pinpoint friction points and implement changes that improve customer engagement.
SurveyMonkey integrates seamlessly with popular customer service platforms, ensuring smooth workflows. Whether you’re tracking CES or other metrics like customer satisfaction, this tool provides the data you need to make informed decisions. Businesses using SurveyMonkey often see improved customer retention rates and enhanced customer lifetime value.
How to Select the Right CES Tool for Your Business
Assessing Your Business Needs
Choosing the right customer effort score software starts with understanding your business needs. Begin by evaluating the type of customer interactions you handle daily. For instance, if your business relies heavily on live chat or email support, you’ll need a tool that integrates seamlessly with these platforms. Think about the scale of your operations as well. Small businesses may prioritize simplicity, while larger enterprises often require advanced analytics and integration capabilities.
When assessing your needs, focus on the quality and relevance of the evidence you gather. Prioritize systematic reviews and data that directly address your specific challenges. This approach ensures you make decisions based on reliable and precise information.
Additionally, consider the metrics you want to track. While customer effort score is the primary focus, combining it with other metrics like Customer Satisfaction Score (CSAT) and Customer Churn Rate (CCR) provides a more comprehensive view of your customer experience. For example, a high CCR might indicate that customers find your processes too complicated, which a CES tool can help identify and resolve.
Comparing Features and Pricing
Not all CES tools are created equal. Comparing features and pricing is essential to finding the best fit for your business. Look for tools that offer customizable CES surveys, real-time analytics, and integration with your existing systems. These features make it easier to calculate customer effort score and gather actionable customer feedback.
Create a checklist of must-have features. For example:
- Does the tool support multi-channel surveys?
- Can it track metrics like customer engagement and customer lifetime value?
- Is the survey software scalable as your business grows?
Pricing is another critical factor. Some tools offer tiered pricing based on the number of users or features. Ensure the cost aligns with your budget without compromising on essential functionalities. Remember, investing in the right tool can lead to long-term benefits like improved customer retention rates and higher customer lifetime value.
Evaluating User Reviews and Case Studies
User reviews and case studies provide valuable insights into how a CES tool performs in real-world scenarios. Reviews often highlight the strengths and weaknesses of a product, helping you make an informed decision. For example, if multiple users praise a tool’s ability to integrate with CRM systems, it’s likely a reliable choice for businesses with complex workflows.
Case studies, on the other hand, showcase how businesses have successfully used the software to improve their metrics. For instance, a case study might reveal how a company reduced its customer churn rate by identifying high-effort areas in its customer journey. These examples demonstrate the practical benefits of using customer effort score software.
When analyzing reviews and case studies, focus on businesses similar to yours in size and industry. This ensures the insights are relevant and applicable to your specific needs.
Measuring Customer Effort Score (CES) in 2025 is essential for understanding and improving customer experiences. A low-effort interaction fosters customer loyalty, leading to higher retention rates and better reviews. CES also serves as a key predictor of satisfaction in AI-driven service environments, where speed alone is not enough.
The tools discussed—piHappiness, Retently, Hotjar, Qualtrics, and SurveyMonkey—offer unique strengths. From advanced analytics to seamless integrations, each tool caters to different business needs. For example, small businesses may benefit from SurveyMonkey’s simplicity, while enterprises might prefer Qualtrics for its scalability.
To choose the right tool, evaluate your business size, industry, and customer interaction channels. Focus on tools that align with your goals and provide actionable insights to reduce customer effort effectively.
FAQ
What is the main benefit of using CES tools?
CES tools help you identify areas where customers face difficulties. By reducing effort, you improve customer satisfaction and loyalty. These tools also provide actionable insights that allow you to enhance your processes and create a seamless customer experience.
How do interactive surveys improve CES measurement?
Interactive surveys engage customers effectively, encouraging honest feedback. They simplify the process of collecting responses, making it easier for you to measure customer effort. This approach ensures accurate data, helping you identify and resolve friction points in your customer journey.
Are CES tools suitable for small businesses?
Yes, many CES tools are designed for small businesses. They offer user-friendly interfaces and affordable pricing. These survey tools allow you to gather valuable feedback without requiring extensive IT resources, making them ideal for businesses with limited budgets.
Can CES tools integrate with other platforms?
Most CES tools integrate seamlessly with platforms like CRM systems and live chat software. This integration allows you to collect feedback directly from customer interactions. It also provides a unified view of customer experience metrics, helping you make informed decisions.
How often should you measure CES?
You should measure CES after key customer interactions, such as completing a purchase or resolving an issue. Regular measurement helps you track trends over time and quickly address any emerging problems in your customer experience.
See Also
Enhancing Efficiency with AI-Driven Customer Service Solutions
Best 10 Customer Feedback Tools to Use in 2024
Comparative Review of Leading Customer Feedback Software