Customer Effort Score (CES)

Customer Effort Score asks contacts how easy their onboarding experience was. Contacts rate it on a scale of 1 (very difficult) to 7 (very easy). A higher score means your onboarding is smooth and low-effort.

Enabling CES

CES is available on plans that include the CES tracking feature.

To enable it for a specific guide:

1. Open the guide's settings
2. Find the Customer Effort Score section
3. Toggle it on
4. Optionally customize the statement that contacts see (the default is "This guide was easy to follow")

How it works for contacts

When CES is enabled and a contact completes all steps in the guide, they're presented with the CES question. They can:

• Select a score from 1 to 7
• Submit their response

The score is recorded against their enrollment and visible in your workspace.

Viewing CES data

CES scores are available at the enrollment level. You can see individual scores from the enrollment detail page. For an aggregate view, guide-level statistics include median CES scores across all enrollments.

Tips for using CES effectively

• Enable it on all guides to build a baseline understanding of effort across your onboarding experiences
• Watch for low scores — they signal that a guide might be too complex, poorly structured, or missing important context
• Iterate — if scores are low, simplify your steps, add more explanation, or restructure sections
• Compare across guides — if one guide consistently scores higher, study what makes it work and apply those patterns elsewhere

Next steps

Now that you've set up enrollments, learn about uploading and managing media for your guides.