CES (Customer Effort Score)
We set up CES (Customer Effort Score) measurement for support: a survey of how EASY it was for the customer to resolve an issue via your support ('how much effort did it take?'). High effort often predicts churn. Honestly upfront: CES is a useful but ONE lens (the perceived effort of a specific request), not loyalty and not the full picture; it is a proxy with survey caveats; measuring effort is not reducing it (simplification actions needed). Honestly about duplication: essentially the same service as CES in the retention section (999) — take one, we do not duplicate for the invoice.
CES (Customer Effort Score) — overview
CES (Customer Effort Score) is an effort metric: the customer is asked how easy it was to resolve an issue via support ('The company made it easy to resolve my issue' on a scale). Low effort correlates more strongly with repeat purchases and loyalty than 'delight' — people care more that solving the problem is SIMPLE. In the support section CES is especially appropriate for assessing the ease of requests. Honestly about duplication, upfront: this service is essentially identical to CES in the retention section (999) — the methodology and honest boundaries are the same, only the section differs. Do not order both, choose one; we do not breed duplicates for the invoice. Honestly about 'one lens, not the full picture': CES measures the perceived effort of a specific request — a valuable signal (high effort often predicts churn) but one of several, not the full truth. It does not replace satisfaction (CSAT 1015/998) or loyalty (NPS 1014/997). One effort score does not describe the whole relationship. Honestly about proxy and caveats: CES is biased (the extremes answer), suffers from fatigue, depends on wording and moment — a signal, not truth. Honestly about 'measure ≠ reduce': measuring effort itself simplifies nothing. The value is in actions: find where it is hard for the customer (a confusing request process, extra steps, being bounced between agents) and simplify. CES points to problem spots, but changes solve them. Honestly about context: CES is good for assessing service interactions, not as a universal 'score'. Honestly about the effect: it helps find and remove high-effort points in support, which reduces frustration, but it is not a retention guarantee. Honestly about access: requests and a survey channel are needed. An important boundary: this is CES (in support); the same service in retention — 999; CSAT — 1015/998; NPS — 1014/997. Picture this: instead of 'it is hard for the customer to resolve an issue and they leave silently' — measuring effort focused on simplification, honest about limits and the duplicate. The base price starts from 30,000 ₽ (depends on volume and points).
Problems we solve
- It is hard for customers to resolve issues via support, and they leave.
- Where extra effort arises during a request is not measured.
- CES is confused with loyalty or satisfaction.
- Effort is measured but problem support processes are not simplified.
What's included in the CES (Customer Effort Score) service
- CES collection setup at support service points
- Finding high-effort points and a simplification cycle
- Honest separation of CES vs CSAT (1015) vs NPS (1014)
- Accounting for survey caveats (bias, fatigue, wording)
- Honest boundaries (one lens; measure ≠ reduce; proxy; duplicate of 999)
- A link with CSAT (1015) and NPS (1014)
- Contextual interpretation (service interactions)
- Handover and review with you
What you get
- Understanding where it is hard for the customer during a support request
- A support-process simplification cycle (not just a metric)
- Correct separation from satisfaction/loyalty
- Honest boundaries (one lens; not duplicating with 999; no retention guarantee)
How the work goes: steps
- We check whether service 999 (the same CES) is needed instead
- We set up CES collection at support points, find effort points
- We build a simplification cycle, honestly set boundaries with you
Why PDV Expert
- Fixed price and timeline — no surprises on the invoice.
- Report and recommendations in plain language — clear without a technical background.
- In touch at every step and answering questions about the result.
FAQ
How does this differ from CES in the retention section (999)?
Essentially in nothing, honestly: the methodology and honest boundaries are the same, only the catalog section differs. Do not order both — choose one. We do not breed duplicates for the invoice but will set up CES once so it covers both support ease and effort overall.
Does a low CES guarantee retention?
No, honestly: low effort does often correlate with repeat purchases (people care that it is simple), and it is a useful predictor. But it is correlation and a signal, not a guarantee — retention is affected by price, value, competitors. CES helps remove the 'too hard' barrier but does not guarantee the customer stays. We present it as an important but not the only factor.
Is measuring effort enough to make it simpler?
No, honestly: the measurement itself simplifies nothing. The value is in actions: find where it is hard for the customer (a confusing request process, being bounced between agents) and actually simplify. CES points to problem spots, but changes solve them. Plus CES, like any survey, is biased and depends on the moment. We build a simplification cycle rather than just show a score.
About the provider
The «CES (Customer Effort Score)» service is provided by PDV Expert — a team specialising in «Customer retention». We work under contract and deliver a written report with recommendations.