What does a Customer Effort Score (CES) measure?

The Customer Effort Score (CES) is designed to assess how easy or difficult it is for customers to complete a specific task related to a product or service. It measures the perceived effort a customer needs to exert to achieve their goals, such as resolving an issue, obtaining information, or completing a purchase. The emphasis on ease is significant, as high CES indicates that customers find it simple to interact with the company, which often correlates with higher satisfaction and loyalty levels.

The other choices do not accurately reflect what CES measures. Financial effort does not relate to the concept of customer experience in this context, nor does merely measuring the time taken to resolve an issue capture the broader aspect of effort from the customer's perspective. Additionally, while the frequency of customer support questions might indicate potential issues in service or product quality, it does not provide insights into the ease with which customers can complete their tasks.