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Measure and improve Customer Effort with CES Survey Software

Reducing customer effort is a sure-shot way to delight your customers and improve customer happiness.

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Why use a Customer Effort Score Software?

Researches from CEB, in 2010, found that reducing customer effort leads to better customer loyalty and satisfaction than customer delight. Providing services that lower customer effort not only keep the customers happy but also reduce customer churn rate and customer service cost.

With Zonka Feedback, a Customer Effort Score Survey Software, you can run world-class Customer Effort Score Surveys to measure and improve customer effort.

  • Measure CES across various channels - tablets, kiosks, online, email & SMS
  • Measure customer effort at all touchpoints
  • Segment customers 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

Make it easy for customers to do business with you

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Measure Effort made by Customers

The first step to make improvements is to effectively measure and analyze how much effort customers make to do business with your company.

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Analyze CES post every interaction

Customer Effort Score can be set up post every transaction and interaction to know customer feedback at specific touchpoints.


Make Improvements based on CES

Based on the Customer Effort Score, you can further analyze the painpoints and make improvements in the business to offer a more seamless experience to customers.

Trusted by leaders around the world

Customize your Customer Effort Score Surveys

Choose from CES Survey Templates or build a CES Survey from scratch

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    Fully customize your CES Surveys

    Choose from any 30+ questions
    ces survey
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    Create multilingual CES Surveys

    Create NPS surveys in different languages
    language preference
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    Ask Follow Up Questions for Customer Effort Score

    Get reasoning, comments for the CES
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    Create logic-based CES Surveys

    Ask different follow up questions for detractors, promoters and passives using logic-based CES Surveys
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    Measure other industry metrics

    Besides CES, also measure Customer Satisfaction and Net Promoter Score using Zonka Feedback
    rating questions
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Take CES Surveys across all platforms

Choose from expert CES survey templates or design your feedback form from scratch

  • Fully customize your Customer Effort Score Surveys
  • Add more questions
  • White label your surveys
  • Create Customer Effort Score surveys in multiple languages
  • Add logic to your CES survey question
  • Get comments and reason for the Customer Effort Score
  • Measure other industry metrics like Net Promoter Score and Customer Satisfaction Score

In-Depth Customer Effort Score Survey Reports & Analysis

CES Meter Report

View the CES Meter with your CES Score plotted between 1 and 7.

CES with Text Analysis

View CES with Text Analysis to quickly understand customer loyalty.

CES Trends

Selected preferred dates and time to view CES trends in tables & graphs.

Advanced Filters

Use Advanced Filters in Reporting to analyse the CES on various parameters.

Location & Date CES Comparison

Compare CES from one time period to another and amongst various locations.


Instantly export and download all Customer Effort Score Survey reports.

Feedback Reports

What is Customer Effort Score?

Customer Effort Score is one of the new and emerging indicators of customer satisfaction. It was introduced by CEB in 2010 as a new measure of customer service in Stop Trying to Delight Your Customers. The Customer Effort Score metric measures the effort experienced by a customer. They believe that customers are likely to be more satisfied and loyal if their experience was effortless. 

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CES Question

The CES question is  – ‘To what extent do you agree with the following statement: The company made it easy for me to handle my issue.’.

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CES Rating Scale

The Customer Effort Score Question is rated on a 7-point scale between Strongly Disagree (1) to Strongly Agree (7). 

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Origin of Customer Effort Score

CES was developed by CEB in Stop Trying to Delight Your Customers in 2010 introducing a new paradigm in Customer Service. 

Frequently Asked Questions (FAQs)



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