Matches the usual CES question
Built for “Company made it easy for me to handle my issue” style prompts on a 1–7 scale.
Tools / CES Calculator
CES Calculator
Enter response counts on the standard 7-point CES scale and get the average score plus the low-effort percentage (ratings 6–7).
Average CES = Σ (rating × count) ÷ total · Low-effort % = (6–7 responses ÷ total) × 100
Enter response counts for each rating
6–7 count as low effort
Enter counts to see the result
- 1
Enter rating counts
Use the 7-point agreement scale (1 = strongly disagree … 7 = strongly agree that it was easy).
- 2
Read average and low-effort %
Average CES is the mean rating. Low-effort % is the share who picked 6 or 7.
- 3
Compare waves over time
Track the same question after product or support changes to see if effort drops.
Why measure Customer Effort Score
CES tracks how easy an interaction felt. Lower effort usually means fewer repeat contacts and smoother self-serve flows.
Two views of the same data
Average score and low-effort percentage are both common in CX dashboards. See both without re-entering counts.
Browser-only math
Paste tallies from your export. Nothing is uploaded.
Where CES fits
Support and success
Score ticket resolution, onboarding, or billing flows right after the interaction.
Product self-serve
Measure checkout, signup, or settings tasks while the steps are still fresh.
Ops and internal tools
Find friction in forms, portals, or approval flows employees use daily.
What is CES?
Customer Effort Score (CES) measures how much work a customer had to do to get an outcome. The classic prompt is “The company made it easy for me to handle my issue” on a 1–7 agreement scale.
Teams watch CES because high-effort experiences tend to drive repeat contacts, abandonment, and churn even when satisfaction (CSAT) looks acceptable.
The formulas
Average CES = Σ (rating × count) ÷ total responses · Low-effort % = (6–7 responses ÷ total) × 100
Low-effort uses the top-2 box (6 and 7), the same cut many CX platforms use for “agree” answers on CES.
Related calculators
Frequently asked questions
What scale does CES use?
This calculator uses the common 7-point agreement scale (1 = strongly disagree … 7 = strongly agree). That is the format Gartner popularized for effort questions.
What counts as low effort?
Responses of 6 or 7 (agree / strongly agree). The calculator reports that share as low-effort %.
Should I report average CES or low-effort %?
Both appear in the wild. Average is sensitive to every point on the scale. Low-effort % matches how many platforms summarize CES for executives. This tool shows both from the same counts.
How is CES different from CSAT?
CSAT asks whether you are satisfied. CES asks whether the process was easy. A customer can be satisfied but still report high effort if the path was long.
Are my numbers stored?
No. Calculation is local in the browser.
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