Metrics & KPIs

Customer Effort Score (CES)

/ customer-effort-score-ces /

A survey metric measuring how easy it was for a customer to get their issue resolved.

Why it matters

Effort predicts loyalty better than delight: customers rarely leave because support wasn’t charming — they leave because it was hard.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

First Notice of Loss (FNOL)

Customer Effort Score (CES)

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