Customer Effort Score Calculator: calculate customer effort score for your business. Formula, benchmarks, and practical tips included.
Average CES = Sum of all scores ÷ Number of responses
Top-box CES % = Responses scoring 6–7 ÷ Total responses × 100
Worked example: 400 post-interaction responses. Average score 5.4 out of 7. Top-box (6–7): 260 responses. Top-box CES = 65%. Benchmark for strong service organisations: top-box CES above 75%.