Customer Effort Score (CES)
Measure how easy it was for customers to get what they needed - a strong predictor of loyalty after service and purchase interactions.
6 questions
Rating (1-5)
Required
1. How easy was it to get what you needed today?
Single choice
2. How did you contact us?
- Website
- Mobile app
- Phone
- Live chat
- In store
Multiple choice
3. What made it harder than it should have been?
- Finding information
- Waiting time
- Being transferred
- Repeating myself
- Technical problems
- Nothing - it was easy
Long text
4. What one thing would have made this easier?
Single choice
5. Would you like someone from our team to contact you about your feedback?
- Yes, please contact me
- No, thank you
Email
6. Email (only if you'd like us to follow up)