Customer Effort Score (CES)

Measure how effortlessly your customers could resolve their issue and pinpoint the friction that slows them down.

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Customer Effort Score (CES) – questionnaire preview

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

  1. 1

    How easy was it to resolve your issue? *

    Rating
  2. 2

    Which channel did you use to resolve your issue?

    Single choice
    • Phone
    • Email
    • Live chat
    • Help centre / FAQ
    • Other
  3. 3

    What made resolving your issue particularly easy or hard?

    Long text
  4. 4

    How likely are you to recommend us to a friend or colleague? *

    NPS (0–10)

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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.

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