Survey Template6 questions~2-3 minutes
Customer Effort Score Survey Template: Measure Ease of Experience
Customer Effort Score measures how easy it is for customers to accomplish their goals. Research shows reducing effort has greater impact on loyalty than delight.
Use This Template6
Questions
2-3 minutes
To Complete
2
Closed Questions
1
Open Questions
Sample Questions Included
1
Multiple ChoiceCore CES metric (7-point)
"[Company] made it easy for me to handle my issue."
Strongly DisagreeDisagreeSomewhat DisagreeNeutralSomewhat AgreeAgreeStrongly Agree
2
Multiple ChoiceResolution status
Was your issue resolved?
Yes completelyYes partiallyNo
3
Open-EndedIdentifies friction points
What made the experience easy or difficult?
When to Use This Template
Support evaluation
Self-service effectiveness
Process improvement
Channel comparison
Best Practices
- 1.Send immediately after service interactions
- 2.Use consistent scale
- 3.Compare across channels
Industries Using This Template
SaaSFinancial ServicesTelecomHealthcareRetail
Frequently Asked Questions
Average responses on 7-point scale. Higher is better. Or calculate % agreeing (top 3 box).
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