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Use Customer Effort Score Survey (CES)

ATTENTION: Documentation Updates are in Process
We are in the process of updating the screenshots, GIFs, and content to match the latest UX based on the Horizon Experience’s new look and feel. To learn more about the Horizon Experience in Gainsight PX, click here.


CES gauges how much effort the customer put forth to complete a task or solve a problem. asks “How much effort did you have to put forth” to complete a task.

Research by CEB, the creators of the Customer Effort Score, found that organizations “create loyal customers primarily by reducing customer effort - i.e. helping them achieve their goals quickly and easily.” SaaS companies often ask the CES questions at the end of onboarding or after a support interaction. To learn more about CES score, refer to this blog.

What Causes Behavior Change In Feature Adoption?

The Fogg Behavior Model shows that three elements must converge at the same moment for a behavior to occur: Motivation, Ability, and a Prompt. When a behavior does not occur, at least one of those three elements is missing.

Usability enhancements can make wonders in product adoption!


Learn more about behavioral change theories:

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