CES (Customer Effort Score) measures how much effort users have to expend to accomplish their goals. In Screeb, this score is calculated based on responses to your effort-related questions using a 7-point scale.
Response Categories
On the 7-point scale:
Low effort: scores 1-3
Medium effort: scores 4-5
High effort: scores 6-7
Calculation Formula
CES is displayed as an average score on a scale of 1 to 7, calculated by:
Average CES = (Sum of all individual scores) / (Total number of responses)
Example Calculation
For 100 responses:
30 responses with score 2 (low effort)
40 responses with score 4 (medium effort)
30 responses with score 6 (high effort)
Average CES = (30×2 + 40×4 + 30×6) / 100 = 4/7
Dashboard Visualization
In your Screeb dashboard, you can:
Monitor CES trends over time
View the distribution across effort levels
Filter results by period
Segment data by user attributes
Export raw data for further analysis