Cycle glossary

Customer Effort Score (CES) is a metric used in product management to measure the ease with which customers are able to interact with a product or service. It quantifies the level of effort required from customers to achieve their desired outcome or complete a task. CES is typically measured through surveys or feedback forms that ask customers to rate the effort they had to put in on a scale from low to high.

For example, let's say you're at a grocery store and you want to buy a carton of milk. If the milk is easy to find, has a clear expiration date, and the checkout process is smooth, you would rate your customer effort as low. On the other hand, if the store is disorganized, the milk is hidden, and the checkout line is long and slow, your customer effort would be high.