15+ Customer Effort Score Statistics (2026)
Converge Team
Detailed data on Customer Effort Score (CES), its correlation with loyalty, and strategies for reducing customer effort.
Key Highlights
- 4.2/7 Global average Customer Effort Score (Gartner Customer Service Technology, 2025)
- 96% of high-effort customers become disloyal vs 9% of low-effort customers (CEB/Gartner (The Effortless Experience), 2013)
- 94% of low-effort customers will repurchase vs 4% of high-effort (CEB/Gartner (The Effortless Experience), 2013)
- 2.4x More predictive of loyalty than CSAT or NPS (CEB/Gartner (The Effortless Experience), 2013)
- 12% of companies currently measure CES (low adoption, high value) (HubSpot State of Service, 2025)
CES Benchmarks
CES & Loyalty
Methodology & Sources
These statistics are compiled from the following industry reports and research:
- • Gartner Customer Service Technology
- • CEB/Gartner (The Effortless Experience)
- • HubSpot State of Service
- • Gartner Customer Service Technology
- • HubSpot State of Service
- • CEB/Gartner (The Effortless Experience)
Frequently Asked Questions
Key stats: 4.2/7 Global average Customer Effort Score. 96% of high-effort customers become disloyal vs 9% of low-effort customers. 94% of low-effort customers will repurchase vs 4% of high-effort. See all 15+ statistics on this page.
These statistics are sourced from industry reports including Gartner Customer Service Technology, CEB/Gartner (The Effortless Experience), HubSpot State of Service. Each statistic includes its specific source and year.
We update these statistics annually as new industry reports are published. The current data reflects 2025-2026 reports from major analytics providers and research firms.
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