Customer effort score (CES) is a metric used to measure the level of effort a customer has to put in to complete a desired action or task with a company. It is a customer satisfaction metric that focuses on the ease of the customer experience, rather than just their overall satisfaction. A high CES indicates that the customer had to put in a lot of effort to achieve their goal, while a low CES indicates a smooth and effortless experience. This score is often used by companies to identify areas of improvement and enhance the overall customer experience.