Benchmarks
Customer Effort Score (CES)
CES lacks consolidated public industry benchmarks, so use these scale-based thresholds and track your own trend rather than chasing an external number.
What is CES (Customer Effort Score)? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| 4.0+ (of 5) | Good target, 1-5 scale | Balto, What Is a Good Customer Effort Score | 2026 |
| 5.5+ (of 7) | Good target, 1-7 scale | Balto, What Is a Good Customer Effort Score | 2026 |
| 80%+ | Good target, percentage-agreement scale | Balto, What Is a Good Customer Effort Score | 2026 |
| 5.99 (of 7) | Cross-customer average | Nicereply, Benchmarking CSAT/NPS/CES | 2021 |
Benchmarks describe other teams, not yours. Read them as a sanity check on direction, not a target to hit — the right number depends on your channel mix, customers, and how you define the metric.
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