Free CES Calculator (Customer Effort Score)
Enter how many people chose each point on your agreement scale and get the average customer effort score and the share who found it easy.
- No sign-up
- Private, in your browser
- Unlimited use
Ask how easy it was, right after it happens.
Add a customer effort question to a Tapzy form, share it after support chats or checkout, and see the effort score and the reasons behind it as charts.
- Ready-made templates you can edit
- Share by link or QR code
- Results as live charts, no spreadsheet
How your customer effort score is worked out.
CES (customer effort score) asks how easy a task felt, usually as agreement with a statement such as “The company made it easy to resolve my issue.”
The main result is the average rating on your scale. The agree share counts ratings above neutral: 4–5 on five points, or 5–7 on seven. They are two views of the same answers.
A quick example
On a 7-point scale, 10 people choose 4, 25 choose 6 and 15 choose 7: (40 + 150 + 105) ÷ 50 = 5.9.
Keep in mind
- Higher must mean easier. If you asked how difficult it was, the direction flips.
- Ask about one finished task, such as a return or a support case.
- Compare the same wording, scale and touchpoint over time.
CES, CSAT and NPS compared
Three short surveys answer three different questions. Use the one that matches what you want to improve.
| Metric | Asks about | Typical scale | Best moment |
|---|---|---|---|
| CES | How easy a task felt | 1–5 or 1–7 agreement | Right after a task |
| CSAT | Satisfaction with an experience | 1–5 or 1–7 | Right after an experience |
| NPS | Likelihood to recommend | 0–10 | Every few months |
Turning effort scores into fixes
- Find the hard step.Add an optional “What made this harder than it should be?” question.
- Remove repeated work.Asking people to repeat details or switch channels is a common cause of low scores.
- Check self-service.If people can’t find answers on their own, effort goes up.
- Measure again after a change.Ask about the same task, the same way, to see if it got easier.
CES Calculator questions
How do you calculate CES?
Multiply each rating by the number of people who chose it, add them up and divide by all responses. That gives the average customer effort score on your scale.
Does a higher CES always mean better?
Only if your question asks how easy something was, so a higher number means less effort. If you asked how much effort it took, a lower score is better.
Should I report the average or the agreement rate?
Either works if you're consistent. The average uses every answer; the agreement rate (ratings above neutral) is easier to explain. This calculator shows both.
When should I use CES instead of CSAT?
Use CES to measure how easy a task was, like resolving an issue or checking out. Use CSAT for overall satisfaction with an experience.
Is my data private?
Yes. The score is worked out in your browser. Nothing you type is sent to Tapzy's servers.
More free tools
Collect the answers with Tapzy.
Start from a ready-made NPS, CSAT or feedback template, share it by link or QR code and see the results as charts. Free trial, no credit card.