# Customer Effort Score Ces
**Source:** https://glossary.keenfunnel.com/terms/customer-effort-score-ces
**Language:** German

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## Technische Erklärung

CES is usually collected immediately after a defined experience using an ease or agreement scale. Teams may report the mean rating or the percentage of favourable responses, but the question wording, scale direction, scoring method and touchpoint must remain consistent for comparisons.

## Geschäftliche Relevanz

CES helps identify friction that increases service cost, abandonment or repeat contact and supports prioritisation of process and experience improvements.

## Implementierungsbeispiel

After resolving a support case, customers rate the statement ‘The company made it easy to resolve my issue’ on a seven-point scale; the team tracks the average by case type.

## Einschränkungen und häufige Missverständnisse

CES reflects respondents and the measured interaction, not the entire relationship. Low response rates, scale changes, cultural response patterns and reversed scoring can undermine comparisons; qualitative evidence is still needed to diagnose causes.

## Themen

Experience Design Revenue Operations

## Quellen

Gartner — How to Measure and Interpret Customer Effort Score — Qualtrics — Customer Effort Score — https://www.qualtrics.com/articles/customer-experience/customer-effort-score

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