Want to see how smoothly your customers navigate your service and meet their expectations? Check out Zonka’s Customer Effort Score Survey Template and discover the key to a seamless experience that keeps them coming back.
Struggling to gauge how easily your customers resolve issues or engage with support? The Customer Effort Score (CES) Survey Template is your solution. It shows you how much effort your customers are putting in, so you can simplify their experience and enhance satisfaction. Ready to turn feedback into smoother experiences? Check out the CES survey template and make it happen!
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Ready to refine your customer experience? Dive into these powerful Customer Effort Score (CES) survey questions to understand how easily your customers navigate your service and where you can make impactful improvements.
1. To what extent do you agree with the following statement? The company made it easy for me to handle my issue.
This question measures how straightforward your support process is. Responses from "Strongly Disagree" to "Strongly Agree" reveal if customers find it easy to resolve issues. Use this feedback to streamline processes and reduce customer effort, leading to higher satisfaction and loyalty.
2. What is the primary reason for your score?
The follow-up question in a CES survey is key to understanding the factors behind a customer’s effort score. While the CES score shows overall ease or difficulty, this question reveals the specific reasons for the rating. It helps pinpoint pain points like a complicated process, lack of support, or product complexity, enabling businesses to make targeted improvements and reduce customer effort in future interactions.
Customizing the customer effort survey question in Zonka Feedback’s template allows you to tailor the survey to address specific aspects of your customer interactions. Here’s how you can adapt the question to fit your needs:
1) Changing the Subject (Service, Interaction): Adjust the default question to focus on the specific aspect of your service or product that you're evaluating. This ensures that feedback is relevant and targeted.
For service feedback: "How easy was it to get assistance with [Service Name]?"
For interaction feedback: "How easy was it to interact with our team during [Specific Interaction]?"
2) Adding Context to the Question: Provide additional context to make the customer effort survey question more specific and relevant based on recent interactions. This helps respondents give more precise feedback.
For recent service interaction: "Based on your recent experience with our support team, how easy was it to resolve your issue?"
For a recent product usage: "After using [Product Name], how easy was it to get the help you needed?"
By customizing the CES question in Zonka Feedback’s template, you can ensure that your survey captures meaningful insights tailored to specific customer experiences, helping you improve service and satisfaction.
Follow these steps to create a survey that effectively captures and analyzes feedback :
Login/Sign Up: Access your Zonka Feedback account by logging in or signing up.
Locate the Template: Find the Customer Effort Score survey template in your dashboard.
Edit Template: Click on “Edit this Template” at the top of the page to enter editing mode.
White Labeling: Remove Zonka Feedback branding if needed.
Add Logos: Upload your company’s logo to enhance brand recognition.
Customize Questions: Modify existing questions or add new ones tailored to your customer feedback needs.
Question Types: Adjust question types (e.g., multiple choice, open-ended) as necessary.
Brand Elements: Integrate colors, fonts, and design elements that align with your company’s branding.
Preview Mode: Click “Preview” to see how the survey will appear to your respondents.
Review and Adjust: Make any necessary changes to improve clarity and design.
Ensure all details are correct before finalizing and distributing the survey.
With your survey perfectly designed, it’s time to focus on how to effectively gather customer effort feedback. Discover the top channels to effortlessly collect insights and enhance your feedback strategy.
Here are some channel-specific uses of the Customer Effort Score (CES) Survey Template across industries, along with sample CES questions you can directly use in your survey:
a) E-commerce:
Question: "How easy was it for you to complete your purchase on our website today?"
After completing a purchase, display a pop-up CES survey to measure how easy it was for customers to resolve their issues or complete their transactions.
b) SaaS:
Question: "How easy was it for you to use [specific feature] today?"
After users finish a key task like onboarding or using a feature, use an embedded email, pop-up, or slide-up CES survey to assess how simple it was for them to achieve their goals.
c) News/Media:
Question: "How easy was it for you to access and enjoy our premium content?"
After subscribing or accessing premium content, offer a CES survey in the form of a pop-up, feedback button, or embedded survey to gauge the ease of accessing and consuming your content.
a) Hotels:
Question: "How easy was it for you to book and enjoy your stay with us?"
After guests check out, send an email CES survey to measure how easily they can manage their bookings, check-in, or access amenities during their stay.
b) Financial Services:
Question: "How easy was it for you to complete your recent transaction with us?"
After completing a financial transaction, such as applying for a loan or closing an account, use email feedback to understand the ease of the process and overall customer satisfaction.
c) Travel Agencies:
Question: "How easy was it for you to plan and book your travel experience with us?"
After a tour or vacation package is completed, send an email CES survey to assess how easy it was for customers to plan, book, and enjoy their travel experience.
a) Delivery Services:
Question: "How easy was it for you to track and receive your delivery today?"
After delivery is completed, send a quick SMS CES survey to understand how easy it was for customers to track, receive, and interact with the delivery service.
b) Mobile Apps:
Question: "How easy was it for you to complete [specific action] within our app?"
After completing a key action within your app, like placing an order or navigating a new feature, send an SMS CES survey to gauge how user-friendly the experience was.
c) Healthcare:
Question: "How easy was it for you to book and attend your appointment with us?"
After a patient’s visit or procedure, send an SMS CES survey to assess how easy it was for them to book, receive, and understand their care.
a) Software:
Question: "How easy was it for you to complete [specific task] within our software?"
Integrate a CES feedback prompt within the app after users complete a specific task or achieve a milestone, offering a seamless way to measure the ease of use.
b) Physical Products:
Question: "How easy was it for you to set up and use our product?"
Include a product insert with a QR code linking to a CES survey, allowing customers to share feedback on how easy it was to use or assemble the product.
c) Subscription Boxes:
Question: "How easy was it for you to navigate and enjoy the contents of your subscription box?"
After receiving a box, embed a CES question within the product packaging or welcome email to gauge how easily customers could navigate and enjoy their subscription experience.
a) CRM:
Question: "How easy was it for you to resolve your recent issue with our service?"
Integrate CES surveys with your CRM to automatically trigger surveys after specific customer interactions, such as resolving a support ticket, processing a renewal, or completing a purchase.
b) Helpdesk:
Question: "How easy was it for you to get your issue resolved by our support team?"
Trigger CES surveys within your helpdesk platform (e.g., Zendesk, Freshdesk, Intercom) to capture immediate feedback on how easily customers could resolve their issues through support.
c) Marketing Automation:
Question: "How easy was it for you to navigate through our communication and offers?"
Integrate CES surveys with your marketing automation platform to segment customers based on their responses and optimize future communication and offers based on ease-of-use feedback.
These tailored CES questions help you gather specific feedback related to your industry, ensuring you can measure and improve the ease of your customer interactions.
Elevate your customer experience strategy with Zonka Feedback—crafted to optimize your CES surveys and drive transformative improvements.
Customizable Templates: Tailor your CES surveys to meet your specific business needs with an easy-to-edit template that focuses on understanding customer effort at various touchpoints.
Smart Survey Flow: Utilize skip logic and branching to create personalized surveys for each customer. For instance, ask for additional details if a customer reports a high effort in resolving an issue.
Real-Time Alerts: Receive instant notifications for new feedback, especially when a customer indicates they faced challenges. Quickly address these issues to improve customer satisfaction and loyalty.
Multi-Channel Distribution:Collect CES feedback through multiple channels—emails, SMS, or in-app prompts—to reach customers at the most relevant moments during their interaction with your service.
Multi-Lingual Support: Offer surveys in multiple languages to ensure all customers, regardless of their preferred language, can easily provide feedback.
When it comes to measuring customer effort, precision is key. To harness the full power of your Customer Effort Score (CES) surveys, follow these best practices to ensure you capture the most valuable insights:
Immediately After Key Interactions:
Support Tickets: Launch the survey right after a ticket is closed, while the experience is still vivid in the customer’s mind.
Product Returns or Exchanges: Send the survey as soon as the issue is resolved to measure the effort involved in the return or exchange process.
Onboarding Process: Gather feedback after users complete crucial steps like signup or initial setup to understand their ease of getting started.
Agent Interaction: Evaluate how effectively your agents assisted by capturing feedback on their performance immediately after the interaction.
Website Transactions: Use a pop-up CES survey immediately after a purchase or issue resolution to gauge the effort involved in completing the transaction.
Consider Specific Touchpoints:
For Complex Tasks: Trigger the survey after users navigate challenging workflows or troubleshoot issues to assess the ease of these processes.
After Self-Service Interactions: Measure how effortlessly users accessed your knowledge base, FAQs, or online chat support.
Following Negative Feedback: Quickly follow up with a CES survey if a customer expresses dissatisfaction to pinpoint the effort involved in their negative experience.
To achieve optimal results, ensure your CES survey is clear, concise, and tailored to each specific interaction. Align your survey timing with critical customer moments to unlock powerful insights and drive impactful improvements in your customer experience.
The Customer Effort Score (CES) Survey measures how effortless it is for customers to interact with your service or resolve issues.
For example: after a customer tries to return an item, you might ask, “How easy was it to complete your return?” to identify any hurdles and improve the process.
The Customer Effort Score (CES) is vital because it directly reflects how easy it is for customers to interact with your service. The less effort required, the more satisfied customers tend to be. High CES indicates smooth experiences, while low CES highlights areas needing improvement. By focusing on CES, you can enhance customer satisfaction, reduce churn, and drive loyalty.
Yes, you can fully customize the CES Survey Template to suit your needs. Tailor the questions, adjust the rating scale, and add any additional queries to align with your business requirements.
The CES Template can be used at various touchpoints along the customer journey, such as after a purchase, after customer support interactions, or after completing a service. It helps identify areas where customers may face challenges or experience frustration.
Yes, the CES question can be used in conjunction with other customer satisfaction metrics, such as Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). This provides a comprehensive view of the customer experience and helps identify areas for improvement.
You can easily remove or edit questions in the CES Survey Template by using the drag-and-drop survey editor. Select the question you want to modify or delete, and make the changes in seconds.
Yes, you can fully customize the CES Survey Template to match your brand. Add your company’s logo, colors, and fonts for a consistent and branded survey experience.
To add new questions, simply use the survey editor. You can choose from various question types, including additional CES-related or follow-up questions, to further customize your survey.
Absolutely. Zonka Feedback allows you to preview the CES Survey Template before distribution, ensuring it looks and functions as expected for your respondents.
Yes, the CES Survey Template supports over 30 languages, and Zonka’s AI-powered translation makes it easy to reach a global audience.
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