SmartSurvey has transformed our ability to present live insights in all levels of the organisation. Our feedback loop is quicker and more effective.
AI‑powered CES survey software
Spot high-effort moments and improve experiences
CES pinpoints effort hotspots after chats, tasks or product interactions. Know where friction lives, so you can fix it fast and keep things running smoothly.
4.6/5
Get a personalised demo of SmartSurvey. Customised to your goals, led by our experts.
Trusted by 600,000+ happy users
Easily capture effort score and act fast to improve every experience
Track friction across the customer journey and close the loop with resolution tools built in - all in one place.
What happens when you reduce the friction?
Making things easier doesn’t just feel better - it delivers measurable gains. CES can show you what to fix, where to focus your improvement efforts, and how to enhance the customer's journey.
Keep more customers
When effort is low, loyalty is high. CES lets you fix issues before they drive people away – even if they were otherwise happy.
Fix high-friction touchpoints
Every CES response shows you where to act. From form errors to long wait times, you’ll know what’s frustrating users most.
Gain more trust
By removing pain points, you build better journeys. Over time, CES helps you deliver seamless experiences across all channels.
Spot customer friction fast with role-based CES dashboards
From support teams to your senior leadership, CES results help everyone understand where effort is too high and how it’s improving.
CES surveys that reach your customers wherever they are
Maximise response rates by sending surveys right when friction might occur.
Why SmartSurvey?
SmartSurvey removes effort at each step
Other tools
Just a score - no logic or text analysis, so you never learn why things feel hard
Weeks of manual comment sifting to uncover root‑cause effort drivers
Teams guess what to fix, often tackling the wrong problem and wasting cycles
Feedback piles up with no clear follow‑up path - customers keep struggling
Siloed data means effort signals stay hidden until churn shows up in reports
CES with SmartSurvey
Skip logic and AI text insights pinpoint the exact step causing friction
AI surfaces recurring pain points in seconds – no spreadsheets needed
Live CES dashboards flag high‑effort journeys so the right team acts fast
Built-in case management helps you close the loop fast on every single response
One platform unites surveys, dashboards, and follow-ups so effort never stays hidden
Product tour - Discover CES with SmartSurvey in less than a minute
Connect your CES data to your tech stack
Automatically sync feedback with your CRM, helpdesk or communication tools to share insights, trigger actions, and keep your teams in the loop.
Don’t just take our word for it
Trusted by leading companies and brands worldwide.
Oliver Shreeve, BPP
We couldn't be happier with SmartSurvey, we love its functionality and flexibility. This means we have been able to use one survey tool across many parts of the business.
Martin, uSwitch
Multi-award winning survey software
Launch your CES programme in four steps
Our team will help guide you through go-live and help you begin measuring loyalty insights.
Discovery call
Help our team understand your current challenges and goals – not a one-size-fits-all pitch.
Tailored demo
A tailored walkthrough focused on your goals, your teams, and your challenges.
Custom trial
We’ve shown you how SmartSurvey works - now take it for a test drive with your team.
Launch
We don’t disappear after the contract – our team guides your first survey launch step-by-step.
What is Customer Effort Score (CES)?
If your responses are 5, 4, 4, 3, and 2, your CES score is 3.6 out of 5. This average helps you track effort levels over time.
SmartSurvey is a digital survey solution that helps anyone create surveys, build questionnaires and analyse the results.
