Customer Effort Score Template

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.