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Customer Effort Score Website Survey

Are you sure that all functions available on your website or in your product are intuitive and understandable for customers? Sometimes businesses don’t realise how much effort it costs to use certain e-commerce features or services.

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Therefore, measuring customer effort (CES survey) is recommended for all companies that constantly improve the quality of their services and products and expand the number of customers.

Customer Effort Score website survey – questions

Customer Effort Score research is simple – it usually comes down to a fundamental customer effort question, which may be: How much effort did it cost you to use [feature name]? How much effort did it cost you to make a currency transfer?

This simple question will help you discover why your customers are reluctant to use certain features and then change them as suggested by the users. The advantages of conducting a Customer Effort Score pop-up survey and, in general – measuring customer effort include:

  • simplicity and low cost of testing,
  • the possibility of publishing the survey on any website, as well as subpages,
  • no need to involve the IT department in making changes to the content of the survey,
  • gathering the CES survey results in one place, straightforward analysis, and concluding changes for the better.

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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 ability to create subaccounts enables multiple experts to collaborate with ease and view research results simultaneously, greatly simplifying our research process.


Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland