Customer Effort Score (CES) survey template

Question 1

What is the Customer Effort Score (CES)?

Answer

Customer Effort Score (CES) lets you measure how much effort your customers put into interactions with your company. The better customer experience, the happier and more loyal they are. The higher CES scores in your product, the better user activation and customer lifetime value. This is why Customer Effort Score is an important metric that helps predict customer churn, retention rate, and future growth.

Question 2

What is the CES survey?

Answer

CES survey is a tool that lets you measure your Customer Effort Score. It’s a type of transactional customer satisfaction survey. It means that it’s deployed after specific interactions with the company, during specific customer journey touchpoints. The customer should see a CES survey immediately after a chat with customer support, use of a new feature, finalized purchase, or any other meaningful action.

Question 3

What are the CES questions?

Answer

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?”].

Question 4

How is Customer Effort Score (CES) calculated?

Answer

To calculate Customer Effort Score (CES), divide the total sum of your CES scores by the total number of responses. So, if you received 50 answers and got a total score of 200, your CES would be 4.

Question 5

What is a good Customer Effort Score?

Answer

There is no ultimate CES benchmark. Because of scale differences (not all companies apply the official seven-point scale), it’s hard to define the average scores. Of course, the higher your CES score, the better.

Generally, you should aim for an average CES of five or six (on a seven-point scale). If you have the perfect seven, it could mean your customers didn’t care enough to rate you honestly. If you scored lower than five—you have some adjustments to make.

Question 6

How to run CES surveys with Survicate?

Answer

Just set up your account and get to work! (Yes, it’s free forever.)

You'll create and launch your own CES survey in a few clicks and with zero coding.

All survey templates are ready to use as they are, but you can customize their design to fit your brand. They’re available as email, website, web app, and mobile app surveys.

Once the responses start flowing, you’ll get automatic real-time reports, actionable data breakdowns, and notifications.

And if you have any questions, consult our Help Center, or reach out to Customer Support!

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Customer Effort Score (CES) survey template

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Customer Effort Score (CES) survey template

What is the Customer Effort Score (CES)?

What is the CES survey?

What are the CES questions?

How is Customer Effort Score (CES) calculated?

What is a good Customer Effort Score?

How to run CES surveys with Survicate?

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All native integrations are1-click and code-free

Survicate has your (feed)back

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All native integrations are
1-click and code-free