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hey everyone sarah here from get feedback welcome to another episode of simplifying cx if youamp;#39;re new to this channel simplifying cx is all about providing you with the straightforward answers to some of the biggest cx challenges so if this sounds relevant to you donamp;#39;t forget to subscribe alright so today weamp;#39;re going to go over the basics of the customer effort score also known as ces which is one of the most popular customer loyalty metrics first iamp;#39;m going to explain to you why ces is so important then iamp;#39;m going to explain to you how to measure it and then iamp;#39;ll provide you some examples of how to use this metric customer effort score is a customer loyalty metric used by companies to measure the level of effort that a customer experienced with a particular interaction this metric goes hand in hand with great customer loyalty ing to gardner 96 of customers with a high effort service interaction become more disloyal compared to just