Customer effort rate refers to the level of effort and difficulty a customer experiences when interacting with a company or using its products or services. It measures the amount of time, energy, and resources a customer must invest to achieve their desired outcome. A high customer effort rate indicates that the customer had to go through a complex and frustrating process, while a low customer effort rate suggests a smooth and effortless experience. Companies strive to minimize their customer effort rate to enhance customer satisfaction and loyalty.