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Deciding a good Customer Effort Score (CES) is quite tricky. As there are no specific industry standards or benchmarks to compare the quality of the score.

What is a Good Customer Effort Score?

The quality of your CES score depends on the type of CES question you are posing and which CES scale you are using. Thus, CES metrics and questions are the two most important elements that determine the quality (Good or Bad) of your customer effort.

Here in 1-7 scale, a 1-3 segment (Strongly Disagree to Somewhat Disagree) will be associated with negative results, whereas the 5-7 segment (Somewhat Agree to Strongly Agree) represents positive results. The ideal CES Score is over 5/50.