(Answered) What does the Customer Effort Score (CES) measure? Ease of handling requests Satisfaction with a…

➤ Why is CES a strong predictor of customer loyalty?
CES predicts loyalty because customers who expend less effort are more likely to stay and repurchase. High-effort experiences increase churn risk and negative word-of-mouth. Measuring effort highlights removable friction in channels, policies, or systems. Improving CES raises retention, lifetime value, and reduces support costs by smoothing the customer journey at critical touchpoints.