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Customer Effort Score Survey

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

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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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After many recommendations, we tested Startquestion, wich turned out to be easy to use and flexible survey software. We appreaciate high quality, reaction time and patience of customer support team. Startquestion helps us in many feedback related use cases and we see more users and departments actively using it for their purposes.

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Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland

Startquestion allowed us to guarantee the anonymity of the survey to our employees. The ability to automatically send reminders to complete the study helped us collect the results – without them, we would certainly not have achieved such a high response rate.

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Sebastian Srebnicki

Project Manager at Innogy

The key to the Voice of Customer project’s success is integrating the client’s internal systems with the online research software. The first experience with the system was so encouraging that Medicover Poland decided to transfer all the conducted research to the Startquestion platform.

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Beata Dąbrowska

Coordinator of Market Research and Analysis at Medicover Poland