Customer Effort Score Template

This survey template aims to gauge customer effort with a recent interaction. It asks questions about the ease and efficiency of finding information, resolving the issue, meeting needs, likelihood to contact again, and length of time as a customer.

The results of the survey will provide valuable insight into customer experiences and help the company improve their support services.

The customer effort score provides you a calculated effort out of 5 that you can monitor over time.

Number of Questions
11
Time to complete:
3 minutes
Categories:

Customer effort score questions in this example

1. How satisfied are you with the overall experience you had with our customer service?

The answer should be a single choice:

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

2. How satisfied are you with the speed of resolution for your customer service issue?

The answer should be a single choice:

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

3. How satisfied are you with the way your customer service issue was handled?

The answer should be a single choice:

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

4. How easy or difficult was it to find the information or assistance you needed to resolve your issue?

The answer should be a single choice:

  1. Very easy
  2. Somewhat easy
  3. Neutral
  4. Somewhat difficult
  5. Very difficult

5. How much effort did you feel was required to resolve your customer service issue?

The answer should be a single choice:

  1. No effort at all
  2. A little effort
  3. Some effort
  4. A lot of effort
  5. Extreme effort

6. How many times did you have to contact us to resolve your customer service issue?

The answer should be a single choice:

  1. 1 time
  2. 2 times
  3. 3 times
  4. 4 times or more

7. Did you have to repeat information multiple times during the resolution process?

The answer should be a single choice:

  1. Yes
  2. No

8. How efficiently were you able to get your issue resolved?

The answer should be a single choice:

  1. Very efficiently
  2. Somewhat efficiently
  3. Neutral
  4. Somewhat inefficient
  5. Very inefficient

9. To what extent did the resolution of your issue meet your needs?

The answer should be a single choice:

  1. Fully met my needs
  2. Somewhat met my needs
  3. Neutral
  4. Somewhat did not meet my needs
  5. Did not meet my needs at all

10. How likely are you to contact us again for assistance with a similar issue in the future?

The answer should be a single choice:

  1. Not likely
  2. Somewhat likely
  3. Neutral
  4. Very likely
  5. Extremely likely

11. Do you have any additional feedback that you would like to provide us?

The answer should be a multi line text input.

Need inspiration?

Get more ideas for your questionnaire with our list of customer effort score questions. Covering ease of initial contact, quality of interaction, problem resolution, and post-interaction follow-up, you're sure to find question suggestions to use or adapt.

Get started and create your first survey

If you would like more information then please get in touch.