How is CES calculated?

CES is measured by surveying customers after the resolution of their conversation (usually 24 hours after a ticket is closed).

Customers are asked to rate the statement: “The *|COMPANY|* made it easy for me to handle my issue.” on a 1 (low) – 7 (high) scale indicating whether they agree or disagree with the statement.

CES will then be the average of these ratings.