calculateCES

Calculate Customer Effort Score as the average of 1–7 ratings, with easy, difficult, and neutral counts based on fixed thresholds

Customer Effort Score (CES) measures how easy it was for customers to accomplish a task. Lower effort (higher score on a 1–7 scale) correlates with loyalty. The score is the average response value, rounded to two decimal places.

Import

import { calculateCES } from '@tour-kit/surveys';

Usage

import { calculateCES } from '@tour-kit/surveys';

const result = calculateCES([6, 7, 5, 4, 6, 3, 7]);

console.log(result.score);    // 5.43  (average)
console.log(result.easy);     // 4     (responses ≥ 5)
console.log(result.neutral);  // 1     (response = 4)
console.log(result.difficult);// 1     (responses ≤ 3)
console.log(result.total);    // 7

Typical survey config

const cesSurvey: SurveyConfig = {
  id: 'checkout-ces',
  type: 'ces',
  displayMode: 'modal',
  title: 'How easy was it to complete your purchase?',
  questions: [
    {
      id: 'effort',
      type: 'rating',
      text: 'Rate the effort required (1 = Very difficult, 7 = Very easy)',
      ratingScale: {
        min: 1,
        max: 7,
        style: 'numeric',
        labels: { min: 'Very difficult', max: 'Very easy' },
      },
    },
  ],
  onComplete: (responses) => {
    const ratings = Array.from(responses.values()).filter((v): v is number => typeof v === 'number');
    const ces = calculateCES(ratings);
    sendToAnalytics({ ces: ces.score, easyPct: (ces.easy / ces.total) * 100 });
  },
};

Parameters

Prop

Type

Returns — CESResult