Customer Effort Score Survey

A focused survey to measure the ease with which customers can interact with your services or products. Aimed at identifying friction points in the customer journey.

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About this template

The Customer Effort Score Survey is aimed at gauging how easy or challenging it is for customers to interact with your product or service. Understanding customer effort can help businesses identify potential friction points in the customer journey that need rectification.

The survey initiates with a Likert scale question that directly addresses the ease of interaction with your service. This type of question allows the respondent to provide nuanced feedback rather than a simple yes-or-no answer. By giving them a range of options between ‘Strongly Agree’ to ‘Strongly Disagree’, you are more likely to get an accurate picture of their experience.

The ‘elaboration’ question that follows helps capture specific details about what made the experience easy or difficult for the customer. This could provide actionable insights for your business.

The ‘service interaction’ question is essential for segmenting the feedback into different business units like Customer Support, Sales, and Technical Support. This ensures that the relevant department can take appropriate action based on the feedback.

How to get the best results with this template:

  • Deploy this survey shortly after a customer interaction to ensure that the experience is fresh in their minds.
  • Make sure to follow up with customers, especially if they have reported a less-than-optimal experience.
  • The data collected should be analysed and used to implement necessary changes. Even a slight decrease in effort can significantly increase customer loyalty and satisfaction.

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