Net Easy Score

A customer experience metric that measures how easy it was for a customer to get what they needed, usually on a simple scale from very difficult to very easy.

Effort is one of the strongest predictors of loyalty. The easier you make things, the more likely customers are to stay and recommend you, so reducing friction pays off.

After resolving a support request, a founder asks how easy was it to get your issue sorted today. Tracking the answers helps her spot and fix clunky parts of her service.