{"id":33112,"date":"2025-06-06T09:06:32","date_gmt":"2025-06-06T00:06:32","guid":{"rendered":"https:\/\/uxdaystokyo.com\/articles\/?post_type=glossary&#038;p=33112"},"modified":"2025-06-05T16:15:46","modified_gmt":"2025-06-05T07:15:46","slug":"customer-effort-score","status":"publish","type":"glossary","link":"https:\/\/uxdaystokyo.com\/articles\/glossary\/customer-effort-score\/","title":{"rendered":"CES"},"content":{"rendered":"<p>\u9867\u5ba2\u304c\u4f01\u696d\u3068\u306e\u3084\u308a\u53d6\u308a\u306b\u304a\u3044\u3066\u300c\u3069\u308c\u3060\u3051\u306e<strong>\u52aa\u529b<\/strong>\u3092\u8981\u3057\u305f\u304b\u300d\u3092\u6570\u5024\u3067\u6e2c\u5b9a\u3059\u308b\u6307\u6a19\u3067\u3042\u308b\u3002<\/p>\n<p>2010\u5e74\u306b\u3001\u30b3\u30f3\u30b5\u30eb\u30c6\u30a3\u30f3\u30b0\u4f1a\u793e<strong data-start=\"143\" data-end=\"177\">Corporate Executive Board\uff08CEB\uff09<\/strong>\uff08\u73fe\u5728\u306fGartner\u5098\u4e0b\uff09\u304c\u63d0\u5531\u3057\u305f\u3002<br \/>\nCES\uff08<span style=\"font-weight: 400;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30d5\u30a9\u30fc\u30c8\u30fb\u30b9\u30b3\u30a2<\/span>\uff09\u306f\u3001\u5f93\u6765\u306eCSAT\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09\u3084NPS\uff08\u30cd\u30c3\u30c8\u30fb\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30fb\u30b9\u30b3\u30a2\uff09\u3068\u4e26\u3076\u9867\u5ba2\u4f53\u9a13\uff08CX\uff09\u6307\u6a19\u306e\u4e00\u3064\u3068\u3057\u3066\u5e83\u307e\u308a\u3001\u7279\u306b\u30b5\u30dd\u30fc\u30c8\u4f53\u9a13\u3084\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u306e\u6539\u5584\u306b\u6d3b\u7528\u3055\u308c\u3066\u3044\u308b\u3002<\/p>\n<div class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal [.text-message+&amp;]:mt-5\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"a7b41f6a-0862-42d2-bf57-814cec86179c\" data-message-model-slug=\"gpt-4o\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[3px]\">\n<div class=\"markdown prose dark:prose-invert w-full break-words light\">\n<h3 data-start=\"295\" data-end=\"306\">\u63d0\u5531\u8005\u306b\u3064\u3044\u3066<\/h3>\n<div style=\"width: 460px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/m.media-amazon.com\/images\/W\/MEDIAX_1215821-T1\/images\/S\/amzn-author-media-prod\/2q687n9psq7n7otn5i5epjk19._SY450_CR112%2C0%2C450%2C450_.jpg\" alt=\"Matthew Dixon\" width=\"450\" height=\"450\" \/><p class=\"wp-caption-text\">\u5f15\u7528\uff1a<a href=\"https:\/\/www.amazon.co.jp\/stores\/author\/B0058M2ORW\">https:\/\/www.amazon.co.jp\/stores\/author\/B0058M2ORW<\/a><\/p><\/div>\n<p data-start=\"308\" data-end=\"422\">\u3053\u306e\u6307\u6a19\u306f\u3001CEB\u306eMatthew Dixon\uff08\u30de\u30b7\u30e5\u30fc\u30fb\u30c7\u30a3\u30af\u30bd\u30f3\uff09\u3089\u306e\u7814\u7a76\u30c1\u30fc\u30e0\u306b\u3088\u3063\u3066\u958b\u767a\u3055\u308c\u305f\u3002<br \/>\n\u5f7c\u306f\u8457\u66f8\u300e<a href=\"https:\/\/amzn.to\/3T6b8MD\">The Effortless Experience<\/a>\u300f\u306e\u5171\u8457\u8005\u3067\u3082\u3042\u308a\u3001CES\u306e\u6982\u5ff5\u3092\u666e\u53ca\u3055\u305b\u305f\u4eba\u7269\u3067\u3042\u308b\u3002<\/p>\n<h2 data-start=\"692\" data-end=\"710\">\u30c7\u30b6\u30a4\u30f3\u306b\u304a\u3051\u308b\u6d3b\u7528\u65b9\u6cd5\u3068\u4e8b\u4f8b<\/h2>\n<h3 data-start=\"712\" data-end=\"742\">1. <strong data-start=\"719\" data-end=\"742\">UX\u30e9\u30a4\u30c6\u30a3\u30f3\u30b0\u3084\u30de\u30a4\u30af\u30ed\u30b3\u30d4\u30fc\u306e\u8a55\u4fa1<\/strong><\/h3>\n<p data-start=\"743\" data-end=\"903\">CES\u306f\u3001\u30e6\u30fc\u30b6\u30fc\u304c\u30a8\u30e9\u30fc\u30e1\u30c3\u30bb\u30fc\u30b8\u3084\u30ac\u30a4\u30c9\u3092\u8aad\u3093\u3060\u3068\u304d\u306b\u300c\u5206\u304b\u308a\u3084\u3059\u304b\u3063\u305f\u304b\u3069\u3046\u304b\u300d\u300c\u3059\u3050\u306b\u89e3\u6c7a\u3067\u304d\u305f\u304b\u300d\u3092\u5b9a\u91cf\u7684\u306b\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u3002<\/p>\n<p data-start=\"743\" data-end=\"903\">\u4f8b\u3068\u3057\u3066\u3001FAQ\u3084\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306e\u30a4\u30f3\u30bf\u30fc\u30d5\u30a7\u30fc\u30b9\u3067\u300c\u3053\u306e\u56de\u7b54\u306f\u5f79\u306b\u7acb\u3061\u307e\u3057\u305f\u304b\uff1f\u300d\u3067\u306f\u306a\u304f\u3001\u300c<strong>\u3053\u306e\u554f\u984c\u306f\u7c21\u5358\u306b\u89e3\u6c7a\u3067\u304d\u307e\u3057\u305f\u304b\uff1f<\/strong>\u300d\u3068\u5c0b\u306d\u308b\u3053\u3068\u3067\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u201c\u52aa\u529b\u306e\u8efd\u6e1b\u201d\u3092\u6e2c\u308c\u308b\u3002<\/p>\n<h3 data-start=\"905\" data-end=\"932\">2. <strong data-start=\"912\" data-end=\"932\">\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u30fb\u30d5\u30ed\u30fc\u306e\u6700\u9069\u5316<\/strong><\/h3>\n<p data-start=\"933\" data-end=\"1047\">SaaS\u30d7\u30ed\u30c0\u30af\u30c8\u306b\u304a\u3044\u3066\u3001\u65b0\u898f\u30e6\u30fc\u30b6\u30fc\u304c\u521d\u3081\u3066\u30a2\u30ab\u30a6\u30f3\u30c8\u8a2d\u5b9a\u3084\u521d\u671f\u64cd\u4f5c\u3092\u884c\u3046\u30d5\u30ed\u30fc\u306bCES\u3092\u5c0e\u5165\u3059\u308c\u3070\u3001\u300c\u5c0e\u5165\u306e\u3057\u3084\u3059\u3055\u300d\u3092\u5b9a\u91cf\u5316\u3067\u304d\u308b\u3002\u30e6\u30fc\u30b6\u30fc\u304c\u300c\u7c21\u5358\u3060\u3063\u305f\u300d\u3068\u611f\u3058\u305f\u5834\u5408\u3001\u96e2\u8131\u7387\u304c\u6e1b\u5c11\u3057\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u5411\u4e0a\u304c\u898b\u8fbc\u307e\u308c\u308b\u3002<\/p>\n<h3 data-start=\"1049\" data-end=\"1074\">3. <strong data-start=\"1056\" data-end=\"1074\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u54c1\u8cea\u5411\u4e0a<\/strong><\/h3>\n<p data-start=\"1075\" 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data-start=\"1240\" data-end=\"1247\">\u73fe\u8c61<\/strong><\/p>\n<p data-start=\"1240\" data-end=\"1435\">\u30e6\u30fc\u30b6\u30fc\u304c\u4f4f\u6240\u5909\u66f4\u624b\u7d9a\u304d\u3092\u5b8c\u4e86\u3059\u308b\u307e\u3067\u306b\u4f55\u5ea6\u3082\u30a8\u30e9\u30fc\u304c\u767a\u751f\u3002<\/p>\n<p data-start=\"1240\" data-end=\"1435\"><strong data-start=\"1283\" data-end=\"1293\">CES\u5c0e\u5165<\/strong><\/p>\n<p data-start=\"1240\" data-end=\"1435\">\u30d5\u30ed\u30fc\u306e\u6700\u5f8c\u306b\u300c\u3053\u306e\u624b\u7d9a\u304d\u306f\u7c21\u5358\u3067\u3057\u305f\u304b\uff1f\uff081=\u975e\u5e38\u306b\u96e3\u3057\u3044\u301c7=\u975e\u5e38\u306b\u7c21\u5358\u3060\u3063\u305f\uff09\u300d\u3068\u5c0b\u306d\u3001\u6570\u5024\u304c\u4f4e\u3044\u5834\u5408\u306fUX\u4e0a\u306e\u8ab2\u984c\u3068\u3057\u3066\u512a\u5148\u7684\u306b\u6539\u5584\u5bfe\u8c61\u3068\u3059\u308b\u3002<\/p>\n<p data-start=\"1240\" data-end=\"1435\"><strong data-start=\"1375\" data-end=\"1382\">\u65bd\u7b56<\/strong><\/p>\n<p data-start=\"1240\" data-end=\"1435\">\u00a0\u5165\u529b\u9805\u76ee\u306e\u81ea\u52d5\u88dc\u5b8c\u3001\u30de\u30a4\u30af\u30ed\u30b3\u30d4\u30fc\u6539\u5584\u3001\u30d8\u30eb\u30d7\u30ea\u30f3\u30af\u8ffd\u52a0\u306a\u3069\u306e\u5bfe\u7b56\u3092\u8b1b\u3058\u308b\u3053\u3068\u3067CES\u3092\u5411\u4e0a\u3055\u305b\u3089\u308c\u308b\u3002<\/p>\n<ul>\n<li data-start=\"1503\" data-end=\"1514\">CES\u3068\u306f\u4f55\u304b\uff08\u5b9a\u7fa9\uff09<\/li>\n<li data-start=\"1517\" data-end=\"1544\">\u8a08\u6e2c\u30bf\u30a4\u30df\u30f3\u30b0\u306e\u4f8b\uff08\u30b5\u30dd\u30fc\u30c8\u3001\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u5f8c\u306a\u3069\uff09<\/li>\n<li data-start=\"1547\" data-end=\"1563\">\u30b9\u30b3\u30a2\u306e\u4f8b\uff081\u301c7\u30841\u301c5\u306a\u3069\uff09<\/li>\n<li data-start=\"1566\" data-end=\"1578\">NPS\u3084CSAT\u3068\u306e\u9055\u3044<\/li>\n<li data-start=\"1581\" 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