Meaning ● Customer Sentiment Score (CSS) quantifies customer attitudes toward a business, product, or service. In the SMB landscape, a robust CSS program delivers critical insights into customer satisfaction levels, providing a direct line of sight to needed areas for improvement. For instance, when efficiently implemented in automation strategies, like post-purchase surveys triggered by CRM systems, the CSS program becomes an indispensable tool to evaluate marketing campaign effectiveness or test impact of process changes in customer service. Ultimately, this data empowers SMBs to tailor offerings and communications, driving retention and sustainable expansion.
