Customer Effort Score Survey Template Example

CES data is collected by surveying customers in real-time after a single action (e.g., the customer completes a purchase) or interaction (e.g., the customer receives help from the support team) with a business. The survey can appear directly on a website page or be emailed after the action is completed. Customers are typically asked to rate the ease of their experience through a numerical 1-5 or 1-7 scale, but more creative and visual solutions can include an emoticon anger-to-happiness scale.

The collected answers are then averaged to give an idea of how much effort a certain process requires of customers.

One major benefit of a Customer Effort Score survey is that it can target user satisfaction with specific processes by asking questions immediately after an important touchpoint at different stages of the customer journey.

Yes, Google Forms is free, but after that things are not looking super good for using it for Customer Effort Survey. Responsly provides more advanced analytics and reporting capabilities. You want to see score in time and parametrize users by this benchmark Secondly, Responsly offers a higher level of customization, allowing businesses to tailor their surveys to meet their specific needs, with our theme editor you can modify survey to look like your internal system. Finally, Responsly has better integrations with other tools and systems, making it easier for businesses to collect, store and analyze customer feedback. With its combination of better analytics, more customization and better integrations, Responsly is the ideal choice for businesses looking to improve their customer experience and increase customer satisfaction.

1. After a purchase.

Send a CES survey directly after a customer has purchased on your website to get an idea of how easy or convoluted the purchasing process was for them.

2. After a subscription sign-up.

Send a CES survey during the onboarding process after a customer has signed up for a subscription service to gauge whether they are finding your services easy to use.

3. After a customer service touchpoint.

CES is particularly useful for testing the effectiveness of your customer service. Customers with frustrating or unhelpful customer service interactions will likely take their business elsewhere. By following up directly after an interaction, you can find out if a customer experienced a difficult service phone call or chat.