CES is used to gauge a customers ease of experience.
According to an HBR Study - The easiest way to increase customer loyalty is not through "wowing your customers," but rather through making it easier to get their job done.
A question is posed
The Company made it easy for me to handle my issue
Answers are collected on a 7 point scale with
1 = Strongly Disagree
7 = Strongly Agree
A higher score results in a better CES.
CES can be measured at different stages of the customer lifecycle but typically a good time is immediately after a transaction or interaction with customer service.
CES can also be measured in general across a persons experience with a particular brand or product.