Business operations concept · updated August 9, 2026
Customer Effort Score
Customer effort score is a survey-based metric measuring how much effort a customer had to expend to get an issue resolved or a request completed.
Example
After a support request closes, a client is asked "How easy was it to get your issue resolved?" on a simple scale, separate from whether they were satisfied with the outcome.
Why it matters
Low effort predicts loyalty more reliably than satisfaction alone; a client can be satisfied with an outcome while still resenting how hard it was to get there.
Limits and cautions
A single low score doesn't explain what made an interaction difficult. It works best as a prompt to investigate the specific case.
Relevance to Stelaah
Stelaah's client portal and support workflows can attach a brief follow-up survey to a closed request where that capability is configured.
This connection describes product intent, not a guarantee that every plan or workflow supports every related capability.