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Customer Effort Score Survey

Do you measure customer effort? If not, you’re in the right place to get started.

Use this template strzałka w prawo All templates strzałka w prawo

And it’s worth it because how much effort the client puts into solving the problem with your company directly translates into the level of satisfaction and, consequently, the decision to stay with you or move to the competition.

A simple way to measure customer effort is the Customer Effort Score pop-up survey. The widget is placed directly on the website, which enables visitors to complete it quickly and means that you can count on a high response rate. Here are some examples of Customer Effort Score survey questions:

  1. How much effort did it cost you to solve the problem in the customer service department?
  2. Rate on a scale of 1 to 5 how much effort you put into contacting customer service.
  3. Sorry to hear that! Please tell me what went wrong. (if answered: a lot of effort)

Use our Customer Effort Score survey template

Our experts have prepared a Customer Effort Score survey template you can use directly on your website. The survey will be perfect for measuring the customer’s effort at various points of contact with the company, including:

  • after connection with customer service,
  • after resolving the case, transferred to Customer Service,
  • after completing purchases (in e-commerce) or the ordering process,
  • after completing the payment process.

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We use Startquestion surveys to collect satisfaction metrics such as Net Promoter Score, measure our processes’ ease of use, and conduct UX research. The collected data allows us to set priorities for changes. At this point, it fully meets our needs, and what’s more – we are trying out more advanced applications, such as an integration with the transaction system. We recommend Startquestion as a user-friendly and flexible tool.


Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland

Startquestion allows us to take better care of the high level of service for our entire network. We use it to research our products, brand image, and service. The results help us to improve the quality of customer service because we know that the success of our business depends mainly on the people. This software allows us to easily verify both what customers think about our product and how they find out about us.

Ewa Minda-Korczak

Marketing Manager of Telepizza Poland

Among the possibilities the Startquestion software offers, we appreciate the most easily creating conditional questions, placing surveys in the company domain, and adjusting the layout to our specific needs. The possibility to create subaccounts that allow more experts to work with the tool and view research results simultaneously makes our research much easier.


Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland