CES measures customers' reported effort in completing a task or resolving an issue. In an average-score implementation, divide the sum of valid ratings by the number of valid responses. The unit is the survey scale, not minutes.[1]
Specify the task, wording, scale direction, respondent population and period. A high rating for much effort means something different from a high rating for ease. Do not compare differently worded versions as interchangeable. Investigate the underlying barriers, such as repeated data entry or having to call again.
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