The Customer Effort Score (CES) appears to be the new shiny object among customer experience professionals. With the urgency to simplify products and services, an attraction to this metric seems logical.
But, before you go adding another question to your voice of customer program, take a step back and see if there are existing metrics that you can use as an indicator of customer effort. Metrics that measure time, speed, and resources (e.g., time to purchase, time to install, product....