The Customer Effort Score (CES) is a metric used to measure how easy or difficult it is for customers to interact with a company. It typically involves asking customers a simple question after a service interaction, such as, "How easy was it to resolve your issue?" Customers respond on a scale, helping businesses understand the level of effort required from their customers. A lower CES indicates that customers found the process easy, which can lead to higher satisfaction and loyalty. Companies often use CES to identify areas for improvement in their customer service processes, aiming to reduce friction and enhance the overall customer experience.