CES — understand where customers struggle the most.
The less effort, the more loyalty. CES reveals bottlenecks in support, checkout and onboarding — and WiseData NPS has a native CES survey on a 1 to 7 scale, with the average as its indicator.
- ✓Native CES survey on a 1 to 7 scale
- ✓CES 2.0 wording: a high score means low effort
- ✓Send via Email, WhatsApp or the Embed widget on your website
- ✓AI categorizes the reasons behind each score
- ✓Its own report tab, with the average and the distribution
- Dedicated email IP
- Meta API
- Email & WhatsApp validation
- Built in Brazil
Loyal customers aren't only the happiest — they're the ones who had the least effort.
Reducing effort has a big impact on retention. In WiseData NPS, CES is a survey type of its own: the seven scores show up across every channel and the average is calculated apart from your NPS.
A high score is always the good side
The question follows CES 2.0 — "the company made it easy to solve my problem". A 7 means low effort, just like the other metrics, with no chart painted the other way around.
Uncover bottlenecks at the moment of friction
Send right after support, checkout or onboarding and read the comments to find where the process gets stuck.
CES and NPS in one account, never mixed
Each metric has its own report tab and its own dashboard card. A CES score of 6 never lands in your NPS calculation.
Act before the customer gives up
Anyone answering in the high-effort band opens a follow-up and triggers an alert. Your team can step in before friction turns into churn.
Comments analyzed by AI
The AI classifies each comment by sentiment and identifies the most cited themes. You understand patterns without reading hundreds of responses.
Report with the average and the distribution
Track the CES average over time and see how many customers land on each score of the scale. Filter by date and channel.
CES (Customer Effort Score) FAQ
What's the difference between CES and CSAT?
CSAT measures satisfaction (did they like it?) on a 1 to 5 scale. CES measures effort (was it easy?) on a 1 to 7 scale. Both differ from NPS, which measures loyalty and advocacy on a 0 to 10 scale. In WiseData NPS all three exist as survey types of their own.
Does WiseData NPS have a CES survey with a 1–7 scale?
Yes. CES is a native survey type: you pick it when creating the survey and the 1 to 7 scale then applies across every channel, in response validation and in the average calculation.
How is CES calculated?
The indicator is the average of the responses, with one decimal place. We use the CES 2.0 wording, where the customer agrees or disagrees with "the company made it easy to solve my problem" — so a high score means low effort.
Can I send CES over WhatsApp?
You can. CES and CSAT go out through all three channels: Email, official WhatsApp and the Embed widget on your website. The message templates are already approved by Meta, in Portuguese, English and Spanish.
Listen to your customers at the highest-friction moments.
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