November 18, 2021
SaaS Adoption Metrics: Guide To Customer Effort Score For Customer Success
The Customer Effort Score (CES)is a useful customer experience metric for understanding how easy or difficult it is for users to utilise your SaaS solution. It measures how much effort your customer needs to use to complete a workflow. As a SaaS business, CES is a simple and straightforward way to get started with understanding and streamlining the user experience on your SaaS. By doing so, you can ensure customer success and satisfaction while also reducing churn rates. To get you started, we've provided a helpful guide to help you calculate this metric. With this information, you'll be able to make data-driven decisions that benefit both your customers and your business.