1. [Company] made it easy for me to handle my issue.

Think about your most recent contact with us.

Strongly disagree
Disagree
Somewhat disagree
Neither agree nor disagree
Somewhat agree
Agree
Strongly agree

2. What made solving your problem easy or hard?

500

3. Was your issue resolved?

Select one answer

Yes
Partly
No

4. Which of these got in the way of solving your problem?

Select one or more answers, or None of these.

I had to contact you more than once
I had to repeat my information
I was passed between people
I had to switch channel
I had to chase you for an update
I could not find the answer myself
None of these

5. How did you contact us?

Select one or more answers

Phone
Email
Live chat
Website or self-service
In-person

6. What would make solving a problem easier next time?

500

Customer Effort Score (CES)

Who it's for

Support teams, e-shops and service desks. Send it right after a problem has been dealt with, every time.

Who answers

The customer who just had to sort something out, on a phone, in a minute.

Use template

What you'll see

The CES score, which is how hard people found it to get their problem solved
Whether the problem is actually solved, which is a different question from how it felt
What got in the way: repeating themselves, waiting, being passed around, unclear answers
What would have made it easier, in their own words

How to get good answers

Send it within a few hours of closing the case. Effort is remembered in detail for about a day.
Do not translate CES in the question. People who know the metric look for those three letters.
Send it after every case, not only the resolved ones. The unresolved ones are the whole point.
Read effort next to whether it was solved. A solved problem that took four messages still loses the customer.

What people say about us

Marketing manager, HR specialist and sales director sharing their experience with Survio.

Survey creation is straightforward and simple. Easy to navigate as a survey creator as well as a survey respondent. Quick to make unique surveys tailored to your and your company's purpose.

Linda W. Marketing manager

I've been able to design multiple surveys in just a few minutes. I'm particularly excited about the data collection, analysis, reporting & exporting capabilities, which are critical to my success as an HR.

Liam J. HR specialist

I highly recommend Survio as it is user-friendly and professional. It is definitely worth updating the free account to get more advanced features and make it an integral part of your workflow.

Edward G. Sales director

It’s not just a template. You’ll get the entire survey platform to collect desired data and understand them.