Free Customer Effort Score (CES) Calculator | AI-Powered CES Analysis

A Customer Effort Score (CES) of 7/10 for a SaaS company indicates that while most customers find the platform relatively easy to use, there is still room for improvement in streamlining processes or reducing friction points. A score of 7 suggests that customers are generally satisfied with their experience, but some aspects of the service may require too much effort, potentially hindering long-term satisfaction and loyalty. Addressing these friction areas could lead to higher retention rates and an even more positive user experience.

CES per Location

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The USA and Singapore have the lowest CES scores of 5 and 6, respectively, suggesting that customers in these regions may face more challenges or friction when using the product. The UK also has a relatively low score of 6, indicating room for improvement in user experience. On the other hand, Japan and Australia have higher CES scores of 8, suggesting that customers in these locations find the product easy to use and navigate. Italy stands out with the highest CES score of 9, indicating that users there experience minimal effort in their interactions with the product, which may be due to better localization, support, or alignment with local needs. Canada and Spain have CES scores aligned with the overall average of 7, reflecting a moderate level of effort required for customers. The company should consider focusing on improving ease of use in regions with lower CES scores to create a more consistent user experience globally.

CES by Gender

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A significant discrepancy exists between gender-based CES scores, indicating a difference in user experience between male and female customers. The CES score for male customers is 5, which is below the overall average and suggests that male users may find the product more challenging to use or encounter more friction during their interactions. This lower score could point to issues such as user interface design, lack of intuitive navigation, or insufficient support that particularly affects male customers. In contrast, female customers have a much higher CES score of 9, which is well above the overall average and indicates that they find the product extremely easy to use, with minimal effort required. This disparity suggests that the product might be better suited to the preferences or needs of female users, or that the company has better engagement and support strategies for them. To enhance overall customer satisfaction and retention, the company should investigate the specific pain points male customers experience and work on reducing the effort required for them to use the product effectively.

CES per User Segment

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Enterprise users report a CES of 4, significantly below the overall average. This low score suggests that enterprise customers find it challenging to use the product, possibly due to more complex needs, scalability issues, or lack of tailored features for large organizations. Improving the user experience for enterprise customers may require better onboarding, customization options, or dedicated support. On the other hand, small businesses have a CES of 9, which is notably higher than the overall average. This indicates that small business customers find the product very easy to use, suggesting that the product aligns well with their needs and expectations, perhaps due to simplicity, ease of setup, or effective support. Freelancers also report a high CES of 8, indicating they generally find the product easy to use, though slightly less so than small businesses. This could imply a positive user experience but might benefit from minor improvements in usability or support for freelancers. Mid-market users have a CES of 7, which matches the overall average, suggesting a standard level of effort required. This segment may have a balanced experience, but there's room for optimizing the user journey to make it even more seamless. The company should focus on addressing the specific challenges faced by enterprise customers while maintaining or enhancing the positive experience for smaller segments.