How do I calculate CES?

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.

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Questions

2-3 minutes

To Complete

Closed Questions

Open Questions

Sample Questions Included

Multiple ChoiceCore CES metric (7-point)

"[Company] made it easy for me to handle my issue."

Strongly DisagreeDisagreeSomewhat DisagreeNeutralSomewhat AgreeAgreeStrongly Agree

Multiple ChoiceResolution status

Was your issue resolved?

Yes completelyYes partiallyNo

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

Quick start

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Reduce Customer Effort

Measure ease of experience with CES surveys.

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Frequently Asked Questions

Average responses on 7-point scale. Higher is better. Or calculate % agreeing (top 3 box).

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