Measure ease, not intuition
A 1 to 5 scale shows how simple it was to complete one specific action.
Measurement · CES
Find the friction that makes progress hard
Measure the effort required to complete an action and find where support, onboarding, or after-sales complicate the journey.
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I found the information and solved the issue without help.
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CES at every touchpoint
Ask through Web, WhatsApp, Email, API, or QR and find friction regardless of channel.
- Web
- API
- QR
What matters
Locate the friction point
Comments reveal the processes, steps, or answers that increase customer effort.
Compare journeys
Track effort across support, returns, onboarding, and other key moments.
From signal to action
Less effort for customers, stronger relationships
Use CES to simplify processes before friction turns into abandonment.