Customer Effort Score (CES) questionnaire template

Dear customer👋

Your opinion matters to us. Please take 5 minutes to give us your feedback which will help us improve quality of our products/services and make sure you're always left with a positive experience.

We truly appreciate your insight and your time.

Important: Questions 6 - 10 serve to further identify your customers. If not needed for a more detailed insight, feel free to remove them.

1. How easy was it to complete the purchase process from order placement to payment stage?

Select one answer

  • Very easy
  • Rather easy
  • Undecided
  • Rather difficult
  • Very difficult

2. Can you please expand on your rating from previous question a little?


3. Based on your current experience, will you purchase any of our products/services again?

Select one answer

  • Yes
  • Maybe
  • No
  • Can't tell

4. How likely is it that you would recommend our products/services to your colleague or friend?

  • 0
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10

Not at all likely

Extremely likely

5. Which of the following statements best describes you?

Select one answer

  • Choose...
    • Choose...
    • I've been your customer for less than 3 months.
    • I've been your customer for about half a year.
    • I've been your customer for about a year.
    • I've been your customer for about 2 years.
    • I've been your customer for more than 2 years.
    • I'm currently not your customer, but consider becoming one.
    • I'm currently not your customer and don’t plan to become one anytime soon.

6. What is your gender?

Select one answer

  • Male
  • Female
  • Prefer not to say

7. What is your age?

Select one answer

  • Under 15
  • 15 - 20
  • 21 - 30
  • 31 - 35
  • 36 - 40
  • 41 - 50
  • Over 50
  • Prefer not to say

8. What is your highest education degree you've earned?

Select one answer

  • Less than high school degree
  • Apprenticeship certificate
  • High school degree or equivalent
  • Bachelor's degree
  • Master's degree
  • Doctoral degree

9. What is your employment status?

Select one answer

  • Choose...
    • Choose...
    • Employed (full-time)
    • Employed (part-time)
    • Unemployed
    • Self-employed
    • Student
    • Retired

10. Which income group does your household fall under?

Select one answer

  • Less than $20.000 / year
  • $20.000 - $30.000 / year
  • $31.000 - $40.000 / year
  • $41.000 - $50.000 / year
  • $51.000 - $60.000 / year
  • Over $60.000 / year
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💪 Customer Effort Score (CES survey) 💪

Popularity 16 ×

Find out how much effort a customer needs to exert to achieve their goal, eg. use your product/service, find the desired information, or get an issue resolved.

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The survey sample is ideal for

  • marketing and product managers,
  • heads of customer services or customer support lines,
  • sales representatives.

Use this simple customer satisfaction metric to identify glitches along the customer journey. The Customer Effort Score survey template will easily deliver valuable data that will help you provide the best customer experience, get new leads, maintain retention and reduce churn. In order to view the full picture of how loyal your customers are to the company, products, services or the brand itself, it is advisable to combine Customer Effort Score and the NPS®.

The questionnaire template can be fully edited. Survio will process your answers into well-arranged tables and graphs.

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