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NES (Net Easy Score)

NES (sometimes called Customer Effort Score) measures how easy it was for the customer to get help or resolve an issue. In Conversation Analytics, NES can be:

  • extracted explicitly (if asked in the conversation), or
  • inferred as a proxy from friction, effort, transfers, and resolution quality

Configuration overview (tenant view)

  1. Create/verify an NES Custom Field (commonly 1–5 or 1–7 depending on your standard).
  2. Enable the NES AI Task (prebuilt) or create a tenant task.
  3. Configure thresholds/labels (e.g., Easy ↔ Difficult).
  4. Test and validate.

Recommendation: Use a 1–5 scale for simplicity, unless your organization already uses a different standard (1–7 or 0–10). You can also use a dropdown (Easy/Neutral/Difficult) for clearer reporting.

Prompt recommendations

  • Define the scale explicitly
  • Instruct to weigh:
  • number of transfers/repeats
  • clarity of resolution
  • customer confusion/frustration
  • Require a short explanation with evidence