Customer Effort Score (CES)
Measure how effortlessly your customers could resolve their issue and pinpoint the friction that slows them down.
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
- Customer Satisfaction (CSAT)Measure how satisfied your customers are across the key touchpoints and surface concrete areas to improve.
- 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.
- Product FeedbackUnderstand how satisfied your users are with your product, which features they value and what they are still missing.
- Support and Service Feedback (CSAT)Capture right after a support contact how satisfied your customers were with the resolution, the advice and the effort involved.
Frequently asked questions
What is the Customer Effort Score?
The CES measures the perceived effort of resolving an issue, typically on a scale from “Very difficult” to “Very easy”. The more effortless the experience, the higher the loyalty.
When should I ask for the CES?
Ideally right after a specific interaction, while the experience is still fresh – for example after a support chat, a self-service task or checkout.
Is the survey GDPR-compliant?
Responses are stored in your DataLion project and can be collected anonymously. No personal data is captured unless you add questions that ask for it.
Start with this template
Load the template into DataLion, adapt it to your brand and start collecting responses — GDPR-compliant, in minutes.