Finding your CES score will vary slightly depending on the scale format you use. If you’re using a Point Scale or a Likert scale, you’ll want to use this CES score calculation formula:
Customer Effort Score = (Sum of Customer Ratings ÷ Total Number of Responses)
For an Agree/Disagree Scale, you’ll need to subtract the percentage of positive responses from the percentage of negative responses. For an Emoji Scale (happy, neutral, frowny faces), ignore neutral responses and do the same thing.
Customer Effort Score = (% of Positive Responses – % of Negative Responses)