Customer Effort Score Template

The customer effort score is a good metric for measuring the success—or ease—of an interaction with a customer. se customer effort surveys to measure how you’re doing.
Customer Effort Score (CES) Template

Why is the Customer Effort Score (CES) survey template important?

Customer Effort Score (CES) measures how easy it was for customers to solve their issues with a company. A classic example would be ease of resolution in a customer support request or the length of time it took to speak to a customer service rep in store for bricks and mortar companies.

How to measure CES?

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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.

What are the Customer Effort Score questions?

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The core Customer Effort Score (CES) question asks how easy it is for your clients to interact with your company. They can agree or disagree with a statement [“Our company made it easy for me to handle my issue”] or rate their effort level [“How easy was it for you to solve your issue today?”] on a seven-point scale. Most CES surveys also include an additional, open-ended question asking for clarification [“What exactly made your interaction with our company difficult?”].

The 3 best times to send a Customer Effort Score survey

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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.

Examples of Customer Effort Score Template questions

Here are examples of questions most commonly used in Customer Effort Score Template. When using our template, you can edit and adjust all the questions.

How satisfied are you with the last contact with our consultant to resolve your case?

Definitely dissatisfied
Rather satisfied
Definitely satisfied

Please describe what influenced your assessment.

How do you rate the individual elements of contact with the consultant?

12345
Consultant involvement
Consultant's personal culture
Consultant's level of knowledge
Waiting time for a connection with a consultant
Time when my problem was resolved

Have you contacted our consultant on this matter for the first time?

On what date did you comment with our consultant on this matter for the first time?

Has the matter you reported been resolved by our consultant?

How do you rate the contact with the consultant in general?

Very bad
Very good

Try this template

  • 62%

    62% of our surveys are opened on mobile devices. Responsly forms are well optimized for phones and tablets.

  • 2x

    Responsly get 2x more answers than other popular tools on the market.

  • 98%

    Responsly service get an average satisfaction score of 98%

Customer Experience example

Customize template for your needs

  • Modify or add questions

    You can modify every question, delete or add more; there are 24 types of questions with options to select.

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Responsly employee experience platform helps us control employees' satisfaction and communication inside our organization.

Alicja Zborowska, Administration Specialist

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Bayer

We automated the product experience control process.

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Controlling customer experience is easy with Responsly.

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