Customer Effort Score Calculator
Effort predicts churn better than satisfaction.
Customer effort score
5.20
out of 7
Effort predicts churn better than satisfaction does — customers who found something hard leave at 34% against 9%. Reducing effort is more reliable than delighting people, and considerably cheaper.
How the Customer Effort Score Calculator works
Customers who found something hard leave at several times the rate of those who did not. Reducing effort is more reliable than delighting people, and considerably cheaper — which is the whole argument for measuring it.
Not financial advice. Marketplace fees change, and they vary by country, plan and seller status. Every rate here is an editable default, not a quoted price — check the platform's current fee schedule before you price a product against it. This is not tax or business advice.
Frequently asked questions
What is customer effort score?
A rating of how easy it was to get something done, usually on a seven-point scale. It was designed as an alternative to satisfaction measures that correlate poorly with behaviour.
Why does effort predict churn?
Because a hard experience is remembered and a merely satisfactory one is not. Research on service interactions consistently finds effort a stronger predictor of loyalty than delight.
When should I ask?
Immediately after the interaction, while the experience is fresh. Asking a week later measures memory rather than experience.
What do I do with a bad score?
Find the specific step that was hard. Effort scores are only useful with a follow-up question, because the number tells you something is difficult and not what.