Customer Effort Score (CES) Dashboard
Current CES Metrics
Key Customer Effort Indicators
Average CES (1-7)
4.5
% Low Effort
60%
% High Effort
20%
CES by Channel
| Channel | Average CES |
|---|---|
| Web Self-Service | 4.0 |
| Mobile App | 3.8 |
| Phone Support | 5.2 |
| Live Chat | 4.7 |
Top Effort Drivers
- Complex Process: 35%
- Lack of Information: 25%
- Multiple Handoffs: 20%
- Technical Issues: 10%
- Other: 10%
CES Trend (Average CES)
| Quarter | Average CES |
|---|---|
| Q1 Current Year | 4.5 |
| Q4 Last Year | 4.8 |
| Q3 Last Year | 5.0 |
Configure CES Data
Adjust the values below to update the dashboard.
Key Customer Effort Indicators
CES by Channel (1-7)
Top Effort Drivers (%)
Ensure the sum of percentages equals 100%.