Meaning ● Customer Effort Score (CES) in the context of Small and Medium-sized Businesses (SMBs) represents a crucial metric for gauging the ease with which customers can interact with a company, especially when seeking support or resolving issues; it measures the amount of effort a customer has to exert to get an issue resolved, a question answered, or a need fulfilled. The implementation of automation and streamlined processes within an SMB directly impacts the CES. Higher CES generally signifies friction in the customer journey and may correlate to reduced loyalty and growth.
