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.
