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Dictionary by pitch.dog
Onboarding, adoption & customer success · Working

Customer effort score

Also called: CES

ELI5

A survey measure of how easy or difficult customers found an interaction or task.

Used in conversation

“Keep customer effort score on the dashboard, but show the definition and reporting period beside it.”

Pitch context

You will see “Customer effort score” in go-to-market plans, sales forecasts, account reviews and commercial proposals when the discussion reaches onboarding, adoption & customer success.

Why it matters: It helps a reader interpret onboarding, adoption & customer success without confusing the measure, decision, role or evidence being discussed.

When the words have to travel

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Bring the business, the evidence or the half-formed ask. We help it travel beyond the spreadsheet.

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Sources & evidence · 2

Supporting source families. This entry is an editorial synthesis rather than a quotation from one canonical glossary.