The Customer Effort (CES) Score question type presents the customer with a scale ranging from 1 to 5, corresponding to their agreement with a given statement about the service (1 representing strongly disagreeing and 5 representing strongly agreeing). The intention of using a CES question type would be to gauge the ease of an experience a respondent has been through. By offering 5 tiers of choice, the customer can provide more specific metrics while keeping the answering process quick and simple.
The service provider will be able to view this feedback as a metric out of 5.
CES question type reports will be displayed based on the average submitted response. If a CES report lists a response as being a 4 for example this would indicate that out of all responses submitted the average response would be a 4/5 in terms of effort.