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    Net Easy Score (NES)

    Net Easy Score (NES) measures the ease of a customer interaction by subtracting the percentage of 'difficult' ratings from 'easy' ratings on a 5- or 7-point ease scale.

    Net Easy Score is a variant of Customer Effort Score (CES) popularized in UK contact-center research and used widely in financial services. It asks 'How easy was it to handle your issue?' on a 5-point Very Difficult to Very Easy scale, then computes Net Easy = % Easy (top 2) − % Difficult (bottom 2). NES correlates strongly with CES and with downstream retention, but uses a more intuitive scale for both respondents and exec audiences. Mature contact centers target NES > 60; world-class > 75.

    Formula

    NES = % Easy (Top-2-Box) − % Difficult (Bottom-2-Box)

    Example

    After a support interaction, 100 responses: 60 Very Easy, 18 Easy, 12 Neither, 7 Difficult, 3 Very Difficult. NES = (60 + 18) − (7 + 3) = 78 − 10 = +68.

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    Related terms

    Customer Effort Score (CES)

    Customer Effort Score (CES) measures how much effort a customer expended to complete a specific interaction, typically on a 7-point agree/disagree scale.

    Customer Satisfaction (CSAT)

    Customer Satisfaction (CSAT) measures how satisfied customers are with a product, service, or interaction on a 1-5 or 1-10 scale.

    Net Promoter Score (NPS)

    Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a product or service on a 0-10 scale.

    Top-Box Scoring

    Top-box scoring reports the percentage of respondents who selected the highest rating (top box) or top two ratings (top-2-box, T2B) on a scale.

    Voice of Customer (VoC)

    Voice of Customer (VoC) is a systematic program for collecting, analyzing, and acting on customer feedback across every touchpoint and channel.

    Survey Response Rate

    Response rate is the percentage of invited respondents who completed (or at least started) a survey.