Customer effort score (CES) measures how easy it is for customers to complete an action, such as resolving an issue, onboarding, or accessing support. It’s a key indicator of friction within the customer journey.
In B2B environments, a low effort score correlates strongly with renewal and upsell potential, making it a valuable post-sale success metric. Tracking CES helps customer marketing and success teams pinpoint process improvements that enhance satisfaction and long-term loyalty.
