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Measure Customer Effort & Agent Feedback with CES Surveys

With Customer Effort Score Surveys, measure customer experience, agent performance as well as the quality of customer service. Connect to your Service Desks and trigger in-moment CES surveys.

Sign up now for free and start taking customer feedback in minutes!

  • Zonka Feedback G2 High Performer 2023
  • Zonka Feedback Best Est. ROI 2023
  • Zonka Feedback G2 High Performer Mid-Market 2023
  • Zonka Feedback Capterra Shortlist 2023
Measure Customer Effort with CES Surveys
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Run a world-class CES Survey Program

With Zonka Feedback's CES Software, eliminate guesswork and manual surveying, measure Customer Team and Agent Performance, and empower your Customer Success Teams. 

Measure Customer Effort
at all touchpoints

When a customer reads a help article, when a ticket is solved or closed, when a chat is completed — trigger CES Surveys at the right touchpoints to gauge feedback.

Integrate with Help
desks you use

Zendesk, Intercom, Help Scout, Freshdesk or any other — connect CES Software to the helpdesk you use and trigger surveys when tickets are closed or with every conversation.

Track high effort and take immediate action

Loop in your customer success team, set up alerts for high effort feedback and enable teams to take immediate action to resolve issues in time and prevent customer churn.

Review Agent Performance
and Efficiency

Take feedback for agents and monitor their efficiency in delivering accurate and quick resolutions to customers. View team performance reports and team leaderboard.


Measure Customer Effort in the moment

Distribute CES Surveys and gauge customer effort at all touchpoints and after all interactions.

Email Surveys

Send CES Surveys via Email.

  • Email Survey Invitations

    Send CES Email Surveys to customers with Survey Link.

  • Embedded Email Surveys

    Add the Customer Effort Score Question directly in the Email body.

  • In-Signature Email Surveys

    Insert CES Question in the Email Signature of your Customer Service and Support Teams.

  • Scheduled Email Surveys

    Set a date and time to send your CES Surveys to customers.

  • Email Survey Triggers via Integration

    Trigger CES email surveys with integrations — Help Desks, and CRMs.

CES Email Survey

Integrations with Helpdesks and APIs

Connect Zonka Feedback to Helpdesks  - Intercom, Zendesk, Freshdesk, Help Scout, or any other you use to trigger CES Surveys after an event.

  • Measure Effort in Intercom

    Send CES Surveys to your prospects and customers inside Intercom Messenger, in Custom Bots, via Emails, and in Posts. 

  • Post Chat / Ticket Surveys

    Automate sending Email Surveys to customers after a chat is closed, a ticket is solved or closed in your help desk. 

  • Insert CES Survey in Agent Signature

    Measure Customer Effort and Team Performance by embedding CES Surveys inside Help Scout, Zendesk and Freshdesk conversations.

  • Send CES Surveys via APIs 

    Use Integrations and APIs to trigger CES Surveys and measure Customer Service and performance at the right time.

CES Integration for multichannel


Customer Feedback with CSAT, CES & NPS Surveys in Intercom

  • Intercom Messenger Surveys

    Add Survey to Intercom Messenger and get customer feedback on website and in-app.

  • Intercom Conversation Surveys

    Allow Customer Success Agents to trigger Surveys in Intercom Conversations to gauge feedback.

  • Email Surveys

    Send automated Intercom Email Surveys based on workflows.

  • Survey Workflow in Custom Bots

    Add Zonka Feedback Forms & Surveys to an Intercom bot workflow

  • Intercom Post Surveys

    Embed Survey Questions or Feedback Button directly in Intercom Posts.

CES Intercom Survey

Website CES Surveys

Measure CES from in-app users, within your knowledge based and from website visitors.

  • Microsurveys

    Create short CES Surveys and trigger Microsurveys in-app or website to measure Customer Effort.

  • Feedback Button

    Place a feedback button with CES Surveys within your website, after a knowledge based article or in-app.

  • Slide Outs

    Display CES Surveys as slideouts on your website and apps to gauge Customer Effort after an event.

  • Pop-ups

    Trigger CES Surveys as pop-up on Website or within your app after events and interactions.

  • Exit Surveys

    Detect when the user is exiting the website and send them a CES survey to understand the ease of using your website.

  • Embed & Links

    Embed or Link CES Surveys anywhere on your website or within your application.

Website CES Surveys

Survey App & Offline Surveys

Measure customer effort on-premises using iPads, Android Tablets and Kiosks.

  • iOS Surveys

    With iPad Survey Software, measure Customer Effort on-premises with CES Surveys.

  • Android Surveys

    Turn your Android tablets and smartphones to feedback devices and measure Customer Effort.

  • Kiosk Feedback

    Set up touchscreen devices as Kiosks to take unattended feedback from your visitors.

  • Offline Surveys

    Take feedback in real-time without WiFi, in the offline mode. Sync later.

CES on iPad

SMS Surveys

Measure Customer Effort through SMS Text Surveys.

  • One-click SMS Text Surveys

    Send Text Messages to customers with CES Survey link accessible on mobile browsers.

  • SMS Surveys with Integrations

    Trigger CES Surveys via SMS after an issue is resolved, ticket is closed or an event occurs in Helpdesks, CRMs and other tools.

CES SMS Survey

Mobile Surveys

Run CES surveys on-the-go, on mobile devices.

  • In-App Surveys

    Embed microsurveys within your app and product to get real-time customer feedback on features, product usage and more.

  • Responsive Mobile Surveys

    Build beautiful, mobile responsive surveys with Zonka Feedback that work seamlessly on all devices and screens.

  • Offline Surveys

    Take feedback without WiFi, on the go and sync automatically.

  • QR Code

    Print QR Code for customers to scan and instantly access Survey on their Mobile browsers.

CES Surveys on Mobile
Build CES Surveys


Create and Customize CES Surveys

  • edit-newWYSIWYG Editor

    With an easy-to-use, no-code Survey Builder, design your CES Surveys within minutes.

  • bar-chart-2Customize your CES Question

    Make small tweaks in your CES Question to add relevance to your survey.

  • code-new Variables & Pre-Filled Data

    Pass data to your CES surveys, pre-fill survey fields and use data in Responses & Reports with Custom Variables & Attributes.


Identify Customer Effort Score Key Drivers

Don't just measure Customer Effort but also find out the reasons and key factors that affect Customer Experience and Effort by adding logic-based follow up questions in your CES Surveys. 


Add choice-based questions or open-ended follow up questions like Comment Boxes for High Effort, Low Effort and Moderate Effort Scores. 

CES Follow up Questions
CES Signature Survey


Trigger CES Survey at the right time

Measuring Customer Effort is most effective after an interaction with the Customer Service Team like after an issue is resolved, a ticket is updated or a support call.

  • Trigger CES Survey Email after a chat or callTrigger CES Survey Email after a chat or call 

    Measure how well your team did on a support call by sending CES Surveys right after. 

  • Send CES Survey after a ticket is updatedSend CES Survey after a ticket is updated

    Integrate with other tools to send CES Survey after a ticket is solved, closed or updated.

  • Insert CES Surveys in Email SignaturesInsert CES Surveys in Email Signatures

    Let customers to share feedback anytime by adding CES Surveys in Agent Signatures. 


Measure CES with Help Desks you use

Integrate CES Survey Software with Helpdesks

Measure CES Inside Intercom Measure CES inside Intercom

Send CES Surveys to your prospects and customers inside Intercom Messenger, in Custom Bots, via Emails, and in Posts.

Take Feedback with ZendeskTake Feedback with Zendesk

Embed CES Surveys inside Zendesk emails, signature or trigger surveys after a ticket is updated, solved or closed.

Track Customer Effort From FreshdeskTrack Customer Effort from Freshdesk

Create Contact Lists in Zonka Feedback based on conditions and filters. Use these lists to send Email Surveys.

Send CES Surveys to HelpScoutSend CES Surveys to Help Scout

Measure Team Performance and Customer Effort by embedding CES Surveys inside Help Scout conversations.

Measure CES via Integrations & APIsMeasure CES via Integrations & APIs

Use Integrations and APIs to trigger CES Surveys and measure Customer Service and performance at the right time.

Agent & Employee Feedback

Gauge Agent Rating & Team Performance

With Zonka Feedback CES Survey Software, integrate your helpdesks, sync your agents and measure Team Performance and Agent Rating.

  • Sync Helpdesk Agents as External Users
  • View Agent details with Survey Responses
  • Get real-time Team Performance Reports
  • Compare Customer Effort Score for Agents
  • View Team Performance Leaderboard
View Customer Effort Scores

View real-time Customer Effort Score

  • edit-newView real-time Scores in Zonka Feedback

    See all of your Customer Feedback and Effort Scores in real-time in your Zonka Feedback dashboard and inbox.

  • bar-chart-2Sync Scores in Helpdesks

    Enable viewing your feedback and Customer Effort Scores within Intercom, Zendesk, Freshdesk, Help Scout and other tools you use to keep your team in loop.


Automate CES-based workflows and actions

  • edit-newDesign your Workflow

    With a simple workflow designer, create filters and actions based on your CES Surveys.

  • bar-chart-2Set up Alerts & Actions for customers and team

    Set up alerts for the team for high effort, trigger automated emails to customers, add tasks for the team for quick issue resolution.

  • code-new Update Contacts based on Customer Effort Score

    Add Contacts to list, unsubscribe them or send them another Survey based on their score.




Gain amazing insights with Zonka Feedback’s Real-time Feedback Reports.

CES Snapshot Report CES Snapshot Report

This is an Overview Report to get a quick summary and analysis of Responses, CX Metrics including CES and Survey Channels.

CES Insights Report CES Insights Report

Get Insights and Analysis of all Survey Responses and view Customer Effort Scores for all questions.

Location CES Insights Location CES Insights

Have multiple locations? Analyze and compare their performance and Customr Effort Scores

Agent & Team Performance Report Agent & Team Performance Report

View Customer Effort Score for all agents in a leaderboard Team Performance report. 

Response Inbox Response Inbox

View and analyze how Survey Responses and Metrics have changed over time, in a powerful Trends Report.

CES Trends Report CES Trends Report

View and analyze how your Customer Effort Scores have changed over a period of time, in a powerful CES Trends Report.

Text Analytics Text Analytics

Make meaning of open-ended responses, comment boxes and unstructured text data in Text Analytics report.

snapshot_report response_insight location_insight team_performance_report response_inbox trends_report text_analytics


Unified Response Inbox

With a real-time Response Inbox, see responses as soon as they come, from wherever you are. Add tags, notes and tasks to take action and close the feedback loop.


View Response Inbox View Response Inbox

View all feedback and responses in a Collaborative Response Inbox.

Filter ResponsesFilter Responses

Use Date, Response Choices, Contact Attributes, Variables to filter.

Tag ResponsesTag Responses

Add Tags to responses. Flag them or mark them as urgent.

Add Tasks & ActionsAdd Tasks & Actions

Create tasks for team, take action and close the feedback loop.

Segment by NPS, CES, & CSATSegment by NPS, CES & CSAT

View CX Scores (NPS, CES and CSAT) and filter by metrics-based segments.

Manage ContactsManage Contacts

See Contacts with Responses & Attributes. Track Contact Activity.

CES Survey Software Frequently Asked Questions (FAQs)

How much does the Zonka Feedback CES Survey Software cost?
You can get started with Zonka Feedback Survey Software with a 7-day free trial. To know about the plans, you can explore out our pricing page. 
Can I create multiple CES Surveys with Zonka Feedback?

Yes, depending on your plan, you can create multiple CES surveys and customize them as required. It is advised to add only one CES question per survey to maintain feedback effectiveness.

Can I embed CES Question in Email Surveys?

Yes, you can embed CES question in Email Surveys. To ensure that the customer fill the survey, you can embed the first question as CES questions to collect agent feedback, turn on partial submissions and set up a survey reminders to ensure maximum submissions. You can send CES Survey email directly from the platform, add CES Survey in your in-signature, Download email template and send from other platforms, or trigger CES Survey email via integrations. 

What types of tools can I integrate with Zonka Feedback to trigger CES Surveys?

You can integrate Customer Effort Score (CES) Survey Software with CRMs, HelpDesks, Marketing Tools, and more including HubSpot, Zendesk, HelpScout, Freshdesk, Mailchimp, Slack, WebEx, and more.

You can also integrate CES Survey Software with Zapier or Make as well as build your own custom integrations with APIs and Webhooks. Zonka Feedback helps in building integrations as well depending on your plan. 

What reporting capabilities do I get with CES Surveys?

Zonka Feedback offers you advance reporting capabilities to easily view, track, and analyse your survey responses. Here are a few types of reporting features you get with our Customer Effort Score Survey Software:

  1. Snapshot Report - Overview report to get quick summary and analysis of the responses.

  2. Response insights - Get insights and analysis of all survey responses and CX metrics (NPS, CES, and CSAT)

  3. Location Insights - Analyse and compare performance and scores based on locations.

  4. Team Performance Report - This allows you to get analysis and comparison of team member performance on each question and metrics.

  5. Response Inbox - See all your feedback and survey responses in real-time with option to apply filters.

  6. Trends Report - View and analyse how survey responses and metrics have changed over time.

  7. Text Analytics - Make meaning of open-minded responses, comment boxes, and unstructured text data.

Can I ask follow-up questions with CES Surveys and can I display different questions based on CES score?

Yes, you can add a follow-up question after your CES question. It’s a great way to identify the key drivers from the Customer Effort Score (CES). Also, you can further customise your surveys by adding logic-based questions including comment boxes, choice-based questions, etc. for customers with low CES score. 

Is it possible to set alerts and notifications for my team in case of low CES score?

Zonka Feedback allows you to automate Customer Feedback Management with real-time alerts and notifications. You can easily set up response alerts and tasks for low CES score and equip your Customer Support Teams with data for faster action, improved customers experience, and closing the feedback loop. 

Can I use my existing HelpDesk to trigger CES Surveys via Zonka Feedback?

Yes, you can use your existing HelpDesk including Zendesk, Freshdesk, etc. to trigger CES surveys. Zonka Feedback CES Survey Tool allows seamless integration with your existing tools and also enables creation of custom integrations using APIs and Webhooks. 

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