KKPI Formulas
Customer Support KPI Formula

Customer Effort Score Formula

Customer effort score measures how easy customers find it to get help or complete an action.

Use the calculator Browse Customer Support KPIs
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Simple formula

Total Effort Score / Number of Responses

The formula uses these inputs:

  • Total Effort Score: enter your value in the calculator or spreadsheet.
  • Number of Responses: enter your value in the calculator or spreadsheet.

Excel formula

Use this Excel formula as a starting point. Replace the sample cell references with the cells in your worksheet.

=IFERROR(B2/C2,0)

Google Sheets formula

In most cases, the Google Sheets version uses the same structure as Excel.

=IFERROR(B2/C2,0)

Power BI DAX measure

Use this DAX pattern as a starting point and rename measures or columns to match your Power BI model.

Customer Effort Score =
DIVIDE(
    [Total Effort Score],
    [Number of Responses]
)

SQL example

This generic SQL pattern can be adapted to your warehouse table names and column names.

SELECT
    /* replace with your formula */ AS customer_effort_score
FROM kpi_data;

Customer Effort Score calculator

Result—

How to interpret Customer Effort Score

Use this KPI with trend data, targets, and related metrics. A single value is less useful than a consistent definition tracked over time.

Important: KPI definitions can vary by company, accounting policy, analytics platform, or reporting standard. Keep the definition consistent when comparing periods.

Common mistakes

  • Mixing different time periods in the numerator and denominator.
  • Using totals that do not match the KPI definition used by your company.
  • Comparing results across teams or industries without context.

Related KPI formulas

Frequently asked questions

What is the Customer Effort Score formula?

The common Customer Effort Score formula is: Total Effort Score / Number of Responses.

How do you calculate Customer Effort Score in Excel?

Use this Excel formula pattern: =IFERROR(B2/C2,0). Replace the cell references with your own data.

Can this KPI be calculated in Power BI?

Yes. Use the DAX measure on this page as a starting point and adjust table and column names to match your model.