Customer Effort Score (CES)
Measure how effortlessly your customers could resolve their issue and pinpoint the friction that slows them down.
The live demo opens the real questionnaire — no signup required.
The Customer Effort Score uses a single question to capture how easy or hard it was to resolve an issue. This template adds the channel used, an open reason and an NPS question so you can spot friction and remove it on purpose.
When should you use this template?
This template is a great fit for:
- Right after a support or service interaction
- After self-service processes (e.g. help centre, form)
- After checkout, onboarding or a contract change
Every question in this template
- 1Rating
How easy was it to resolve your issue? *
- 2Single choice
Which channel did you use to resolve your issue?
- Phone
- Live chat
- Help centre / FAQ
- Other
- 3Long text
What made resolving your issue particularly easy or hard?
- 4NPS (0–10)
How likely are you to recommend us to a friend or colleague? *
Related survey templates
- Hotel Guest Satisfaction (post-stay)After check-out, collect structured feedback on rooms, service, breakfast and recommendation – via QR code at reception or a link in your departure email.
- Customer Satisfaction (CSAT)Measure how satisfied your customers are across the key touchpoints and surface concrete areas to improve.
- Tenant Survey (housing satisfaction)The full housing-satisfaction survey for cooperatives and housing providers: the home, the neighbourhood, service and community – analysable right down to the individual estate.
- Net Promoter Score (NPS)Capture how likely your customers are to recommend you and use an open follow-up to understand the why behind the score.
Frequently asked questions
What is the Customer Effort Score?
When should I ask for the CES?
Is the survey GDPR-compliant?
Start with this template
Load the template into DataLion, adapt it to your brand and start collecting responses — GDPR-compliant, in minutes.