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20 Best CES Survey Tools to Measure & Reduce Customer Efforts

Customer Effort Score (CES) is a powerful CX metric that helps businesses identify a product/service's ease of use to its customers. It measures how much effort customers put into interacting with your business, be it using the product, finding information, or simply getting an issue resolved. 

The higher the CES score, the better the customer experience, their lifetime value, and revenue. But how do you calculate the CES score?

This is where CES software tools come into the picture. They help you capture feedback about the performance of your support team, measure the ease your customers feel while interacting with your business, and even offer reports to help you improve the score. 

In this article, we have compiled a list of the top 20 CES survey tools that can help you collect and improve your customer effort survey score.  

TL;DR

Measure & Improve Customer Effort👩‍💻 

With CES Survey insights, design low-effort experiences for your customers and improve loyalty.

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Top 20 CES Survey Tools to Measure Customer Effort

There are multiple survey software and online survey tools that help you capture the customer effort score and measure agent performance and quality of service. It asks a very basic question- "How easy was it for you to get your issue resolved?" There can be different variations of this question but the essence arguably remains the same. 

ces tools- efforts to get a query resolved question

Below, we have included the top 20 CES survey tools that you can look out for if you also want to reduce the efforts your customers have to put in to interact with your company or simply get an issue resolved. 

#1. Zonka Feedback

Zonka Feedback is one of the best-in-class CES tools that enables you to create audience-appealing CES surveys to measure and build customer loyalty and customer satisfaction without any extra effort beforehand. With, Zonka Feedback you can easily trigger CES surveys, eliminate guesswork and manual surveying, measure teams and agents' performances, and empower your CES teams with actionable insights.

Zonka Feedback-CES ToolsZonka Feedback Features:

  • Measure customer experience, agent performance, and quality of customer service

  • Distribute CES surveys and customer service surveys, and measure customer effort at all touchpoints

  • Integrate CES tools with helpdesk like, Zendesk, Intercom, Help Scout, Freshdesk

  • Track high effort and take immediate action

  • Review agent's performance and efficiency to deliver accurate and quick resolutions to customers

  • Create and customize CES surveys, add relevant questions

  • Allows user segmentation as high-effort, low-effort, and medium-effort

  • Get notifications for high-effort customers to resolve issues

  • View CES Trends and details CES reports

  • Compare CES across various locations, compare CES over time 

Price: Starts at $49/month. You can also choose Zonka Feedback's free plan.
Free Trial: 14 days free trial

#2. Delighted

Delighted is one of the most popular voice of customer tools and provides a user-friendly CES survey software and experience management platform that allows you to measure and reduce customer effort. With its CES tool, you can measure customer effort, calculate CES scores, and take action to improve customer satisfaction and loyalty.

Delighted-CES

Delighted Features:

  • Provides mobile-optimized CES surveys in 30+ languages

  • Deliver surveys across multiple channels

  • Ensures custom options - button style, colors, subject line, logo, etc

  • Offers survey builder to customize questions like the Likert scale surveys, rating, emoticons, and Thumbs

  • Ask for detailed feedback on the CES survey rating

Price: Starts at $224/month
Free Trial: No information available

Delighted is a popular self-serve experience management platform; however, businesses are looking for its competitors due to its higher cost, follow-up questions, and limited integrations. Here is a blog for you on Delighted alternatives that can help you with your specific requirements, and future goals.

#3. SurveyMonkey

SurveyMonkey captures real-time customer service feedback with the help of mobile-responsive CES surveys. As one of the best CES survey tools, it also provides 100 expert survey templates and an extensive range of follow-up questions and back-up questions. The tool is packed with other features like custom filters, tags, and data trends to turn your customer sentiment, and CES survey and response into insightful reports

SurveyMonkey-CES

SurveyMonkey Features:

  • Provides a platform for single and multiple users

  • Offers pre-built 200 survey templates (including CX Metrics)

  • Provides a secure platform to perform A/B tests

  • Offers different versions of surveys, a snapshot of responses with charts and summary reports

Price: Starts at $25/month
Free Trial: No information available

Although SurveyMonkey is a popular customer feedback tool, the lacks different question types and customization features. We have shared a blog on SurveyMonkey alternatives to help choose the best that fits your needs.

#4. Qualaroo

The SaaS-based survey tool, Qualaroo enables users to collect CES feedback on the website and app, product, and UX via Qualaroo-Nudges. Its CES survey software helps designers, developers, product teams, and project managers quickly conduct CES Surveys at a transactional level to gauge real-time customer feedback and the customer experience.

Qualaroo-CES

Qualaroo Features:

  • Provides expert templates available for customer and user experience

  • Provides 10+ question types

  • Enables you to create unique CTA  

Price: Starts at $69/month
Free Trial: 15 Days 

Also Read: 10 NPS Tools for Salesforce To Measure Your Customer Loyalty

#5. Retently

Retently is an effective business tool that enables users to conduct and distribute surveys and send CES surveys via email. Counted as one of the best customer effort score tools, Retently offers unique features, like audience segmentation, real-time reports, on-time feedback, automatic scheduling, multilingual surveys, top response rates, alerts, and instant analytics while closing the customer feedback loop.

Retently-CES

Retently Features:

  • Creates Customize survey template's styling and language

  • Ensures A/B testing of subject lines

  • Keeps track of survey statuses, creates custom workflows

  • Provides options to set and receive notifications on Email and Slack channels

Price: Starts at $25/mo
Free Trial: 7 Days

#6. Qualtrics

Qualtrics is a customer experience management platform that enables users to measure and optimize CX and respond with the right actions. Trusted by some of the global brands, the platform mainly focuses on enterprises. Qualtrics is also known for its core analytics capabilities.

Qualtrics-CES

Qualtrics Features:

  • Provide customized surveys with 20+ variables

  • Creates and tests online and offline surveys

  • Provides visual data with 30+ different graph types

  • Improves survey quality and boosts responses with AI tool

Price: Available on request
Free Trial: No Free Trial is available

Finding Qualtrics too expensive and complex for your customer experience strategy? Switching to Qualtrics alternatives can be the right step. 

#7. HubSpot

HubSpot offers a set of feedback management tools that allow you to create and conduct CX metrics - CES, NPS, and CSAT. Besides CES feedback management, HubSpot keeps track of all the feedback data in one single dashboard through a responsive inbox.

Hubspot-CES

HubSpot Features:

  • Ensures user-friendly customizable CX Metrics platform

  • Provides bots to manage 1-1 customer communications

  • Ensures a panel that automates customer service issues

Price: Starts at $400/month
Free Trial: 30 days

You can also look at integrating Zonka Feedback as HubSpot customer feedback software to get your data from customers sync in your HubSpot account and get a complete picture of how your customers feel about issue resolution and other efforts they put in with your business. 

#8. Hotjar

Hotjar's is popular among product survey tools and its CES survey tools are designed to show customer effort and help businesses gain valuable actionable insights into the customer experience by measuring the full customer effort and ease with which customers can accomplish their goals or resolve issues. The CES tool provides a comprehensive solution for businesses seeking actionable insights using customer effort score software, to gauge a full customer effort score CES's experience and their customer effort across, identify pain points, and make data-driven improvements to their products and services.

Hotjar-CES

Hotjar Features:

  • Provides a platform for single and multiple users

  • Offers pre-built 200 survey templates

  • Provides a secure platform to perform A/B tests

  • Offers different versions of surveys, a snapshot of responses with charts and summary reports

 

Price: Starts at $32/month
Free Trial: No, but a free version is available

Looking for a competitor to Hotjar? Here are some of the most powerful Hotjar alternatives you can switch to.

#9. Mopinion

Mopinion is a Voice of Customer (VoC) tool that enables your customer support team to create, collect, and analyze real-time CES and customer feedback in just a single click. The survey tool is equipped with different features like audience segmentation, collaborative response inbox, and reporting module.

Mopinion-CES

Features:

  • Enables you to manage negative feedback

  • Allows you to do text and sentiment analysis

  • Enables you to segment your customers efficiently

Price: Starts at $272/month
Free Trial: 14 Days

#10. InMoment

If you want to create and conduct micro surveys to your customers and collect customer service and CES feedback data, InMoment (earlier Wootric) is a great option for businesses. InMoment's CES survey software also provides advanced analytics in multiple languages and a data analytics system that automates the process of data analysis.

InMoment-CES

Features:

  • Offers multi-channel and multilingual platform

  • Enables you to trigger surveys based on events, set custom parameters for surveys

  • Provides segments and filter options to compare metrics

Price: You can schedule a demo to learn about pricing
Free Trial: No information available

Although Inmoment is a popular customer experience platform, it should also work on advanced security features, reporting capabilities, and system monitoring characteristics. If are searching for InMoment alternatives that suit your brand needs then here is a blog for you.

#11. QuestionPro

QuestionPro helps you create efficient surveys, polls insightful reports, and quizzes within a span of a few minutes. As one of the best CES tools, it offers a unique report module and robust analytics to help you understand your customers, business, customer loyalty, and customers' sentiments and experiences in an enhanced way.

QuestionPro-CES

Features:

  • Enables you to create multilingual online and offline surveys

  • Offers 250+ customized survey templates

  • Provides pre-built 30+ question types and 95+ languages

  • 22+ double opt-in and mobile-ready panelists

Price: Starts at $85 per month
Free Trial: 10 Days

#12. SurveySparrow

SurveySparrow is an omnichannel experience management survey tool and popular among SMS survey tools that captures the quality and quantitative CES feedback from your customers and employees at all touchpoints. The CES survey software provides a conversational interface that creates and shares mobile-first surveys giving you a chat-like experience through multiple mobile devices and channels.

SurveySparrow-CES

Features:

  • Provides a conversational interface with features like survey templates

  • 10+ question types, survey logics, 1500+ integrations, GDPR compliance, etc.

  • Provides 8 question types, 20 font families

  • Provides conditional and skip logic

Price: Starts at $19/month
Free Trial: No, but a free plan is available (collects 2500 responses)

Looking for easy-to-use and cost-effective alternatives to SurveySparrow? Here are some of the top SurveySparrow alternatives you can switch to.

#13. Typeform

A drag-and-drop interface feature makes Typeform a hassle-free CX metrics survey tool that enables you to put follow-up questions on the survey and create white-label customized surveys and quizzes. It also helps you to distribute surveys via online survey links. The tool offers a dashboard that provides simple analytics and survey reporting.

Typeform-CES

Features:

  • Creates mobile-optimized surveys

  • Offers 500+ integrations with web apps

  • Allows you to export and import data

Price: Starts at $35/month
Free Trial: Yes, but you need to connect with the sales team for the number of days it offers for the trial period.

Typeform is an excellent platform for online surveys and as an online form-building tool; however, the platform should work on its pricing, and ease of use. If you're looking for its top competitors then we have shared a blog on Typeform alternatives that help you choose the best one.

#14. Sogolytics (earlier SoGoSurvey)

Backed by SoGoCX and SoGoEX, Sogolytics provides companies with a secure platform for measuring customer satisfaction, service, and employee experience. The platform offers customers engaging survey templates for CES, NPS, and CSAT. SoGoSurvey incorporates powerful features such as a diverse set of question types, branded URLs, segmentation and customer sentiment analysis, and much more.

SoGoSurvey-CES

Features:

  • Enables you to create multilingual surveys and forms

  • Offers white-label surveys

  • Provides advanced design options - skip logic & branching

Pricing: Starts at $24/month
Free Trial: 10 Days

#15. NiceReply

Nice Reply's CES tool helps you conduct, distribute, manage, and track the customer effort score software across multiple channels, and all touchpoints. Besides all of this, you can also closely monitor the customer effort score to measure customer satisfaction, feedback, and spot dissatisfied customers, view reports with charts, and compare multiple channels.

Nicereply-1

Features:

  • Provides Complaint Monitoring

  • Facilitates you to track your customer engagement

  • Provides automated workflows and push notifications to manage negative feedback

Price: Starts at $49/mo
Free Trial: Yes

#16. Survicate

Survicate helps you to see customer effort and capture CES feedback through Buttons or feedback widgets on mobile devices and tracks other CX metrics and customer feedback from various sources. Apart from responses from website and mobile app surveys, it also creates chat surveys and gathers real-time insights from customers while talking to them on chat.

Survicate-CES

Features:

  • Ensures customized mobile responsive surveys

  • Provides custom CSS, 50+ survey templates

  • Provides conditional logic system

Price: Starts at $49/month
Free Trial: No, but a free plan is available (collects 100 responses)

#17. Jotform

Jotform offers a powerful survey and form builder software that enables you to create CES feedback forms. Supported with many key features, Jotform software enables you to create audience-appealing CES surveys to gather website feedback. It also supports powerful integrations that enable you to build a better workflow.

Jotform-CES

Features:

  • Provides collaboration Tool

  • Offers conditional logic and branching 

  • Allows you to export and import data

Price: Starts at $79/month
Free Trial: Upto 30 Days

Jotform is a top-rated form-building tool, but the platform has some downsides that many of the other form builders and tools tend to overcome to provide a better experience. Here is a blog for you on Jotform alternatives that share a similar purpose but offer a distinct experience.

#18. SatisMeter

SatisMeter is an in-app customer feedback software that focuses solely on capturing the CX metrics - CES 2.0 and NPS based on specific usage patterns. It makes it easy for your customer support team to understand real-time customers' efforts with the CES survey conducted through web apps, mobile apps, and email.

Satismeter-CES

Features:

  • Enables you to do customer segmentation

  • Offers customizable forms

  • Ensures data import/export without any loss of data

  • Enables you to negative feedback management

Price: Starts at $49/mo
Free Trial: Yes but you need to connect with their sales team to know about the number of days.

#19. Alchemer (Survey Gizmo)

Alchemer (Survey Gizmo) offers an enterprise-grade CES and NPS survey tool used by startups and Fortune 500 companies. The tool is also known for its automation capabilities, like sending emails/notifications based on numerous survey responses.

Alchemer-CES

Features:

  • Provides 40+ Built-in Question Types

  • Enables you to set up email alerts

  • Provides security standards such as HIPAA, GDPR, PCI, etc.

  • Provides custom workflows to assign issues and take an instant action

Price: Starts at $25/month
Free Trial: 7 Days

#20. Crowdsignal

Crowdsignal offers a drag-and-drop feature to create polls, quizzes, and surveys all in a few minutes. It's easy to customize your CES surveys and give them a look and feel as per the brand image. The tool allows deploying surveys and polls on all the customers' channels on WordPress, Twitter, Facebook, or even their emails.

Crowdsignal-CES

Features:

  • Enables you to create multilingual surveys

  • Allows you to create custom survey styles with CSS editor

  • Provides pre-built 14 question types, option to add a brand name in URL

Price: Starts at $25/month
Free Trial: No, but a free plan is available (collects 2500 responses)

Final Verdict

Now that you have learned about the top 20 Customer Effort Score tools along with their unique features and pricing plans, it is essential to finalize the one that suits your business needs. 

One of the ideal ways is to try their free or trial version and evaluate the price, and features on all the platforms. However, if you are still unsure which tool can be the best fit for your business, you can try Zonka Feedback.

Apart from improving your business process, the platform can improve your customer service relations, reduce customer effort, and help increase revenue.

So what are you waiting for?

Try Zonka Feedback for the 14-day free trial and get started today!



Nivedita Nayak

Written by Nivedita Nayak

Oct 05, 2023

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