{"id":112615,"date":"2023-06-07T22:23:32","date_gmt":"2023-06-07T22:23:32","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-effort-score-survey-template\/"},"modified":"2026-04-13T12:02:22","modified_gmt":"2026-04-13T12:02:22","slug":"customer-effort-score-survey-template","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-effort-score-survey-template\/","title":{"rendered":"Customer Effort Score Survey Template: Types and Examples"},"content":{"rendered":"<p>Looking for a customer effort score survey template to <a href=\"https:\/\/userpilot.com\/product\/user-sentiment\" target=\"_blank\" rel=\"noopener noreferrer\">collect insightful feedback<\/a>?<\/p>\n<p>We got you covered! This article shows you different types of CES survey templates and examples of questions to include in them. Additionally, we will walk you through the process of creating a survey and analyzing the data from A-to-Z.<\/p>\n<h2><strong>Summary of c<\/strong>ustomer effort score survey template<\/h2>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">CES <\/a>measures the perceived effort customers exert when interacting with your product or teams. The data uncovered will provide insights for improving <a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-survey-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction<\/a>.<\/li>\n<li>Customer effort score survey questions can include a Likert scale, a numeric scale, <a href=\"https:\/\/userpilot.com\/blog\/smiley-face-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">smiley faces<\/a>, and a follow-up open-ended question.<\/li>\n<\/ul>\n<p>How to build and trigger a customer effort survey step-by-step:<\/p>\n<ol type=\"1\">\n<li>Choose the right tool or build from scratch.<\/li>\n<li>Map the <a href=\"https:\/\/userpilot.com\/blog\/user-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">user journey <\/a>and define the <a href=\"https:\/\/userpilot.com\/blog\/customer-touchpoints\/\" target=\"_blank\" rel=\"noopener noreferrer\">touchpoints<\/a> you want to <a href=\"https:\/\/userpilot.com\/blog\/collect-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">collect feedback <\/a>at: these could be after using a feature for the first time or interacting with your customer support team.<\/li>\n<li>Choose your CES template: one question scale or include a follow-up.<\/li>\n<li>Customize the template to match your brand.<\/li>\n<li>Trigger the surveys contextually to the right users.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/survey-data-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">Analyze responses<\/a> to understand <a href=\"https:\/\/userpilot.com\/blog\/positive-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a> and improve.<\/li>\n<\/ol>\n<p>Example of questions to ask in your customer effort surveys:<\/p>\n<ul>\n<li>On a scale of 1-7, how easy was it to use the [X feature]?<\/li>\n<li>How easy was using [Product] so far?<\/li>\n<li>How much do you agree with the following statement: The <a href=\"https:\/\/userpilot.com\/solutions\/self-service\" target=\"_blank\" rel=\"noopener noreferrer\">support<\/a> team made it easy for me to handle my issue.<\/li>\n<li>Was it easy to find the information you wanted in the <a href=\"https:\/\/userpilot.com\/blog\/help-center-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">help center<\/a>?<\/li>\n<li>Were the instructions you received during the <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding <\/a>stage easy to follow?<\/li>\n<li>What exactly made your interaction with our company difficult?<\/li>\n<\/ul>\n<h2 id=\"ebdco\"><strong>What is the customer effort score (CES)?<\/strong><\/h2>\n<p>Customer effort score (<a href=\"https:\/\/userpilot.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">CES<\/a>) is a customer experience metric for measuring the user\u2019s perceived effort when engaging with your product or service. By tracking CES, you can identify friction points, <a href=\"https:\/\/userpilot.com\/blog\/product-health-metrics\/\" target=\"_blank\" rel=\"noopener noreferrer\">monitor product health<\/a>, and understand overall satisfaction.<\/p>\n<h2 id=\"a6516\"><strong>Types of customer effort score survey templates<\/strong><\/h2>\n<p>There are several types of survey templates to measure the customer effort score, each used in different contexts and at different <a href=\"https:\/\/userpilot.com\/blog\/customer-touchpoints\/\" target=\"_blank\" rel=\"noopener noreferrer\">touchpoints. <\/a><\/p>\n<p>You could use a Likert scale, numeric scale, emoticons, or an open-ended survey. Let\u2019s consider the various methods and their nuances.<\/p>\n<h3 id=\"8kara\"><strong>Likert scale CES survey template<\/strong><\/h3>\n<p>The Likert scale is a psychometric scale widely used to gather quick customer feedback. It presents a statement, which is then followed up by a five or seven-point scale with answers ranging from \u2018strongly agree\u2019 to \u2018strongly disagree.\u2019<\/p>\n<p>Use these types of surveys when the user interacts with a <a href=\"https:\/\/userpilot.com\/blog\/new-feature-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">new feature<\/a>, finishes a <a href=\"https:\/\/userpilot.com\/blog\/interactive-product-demos\/\" target=\"_blank\" rel=\"noopener noreferrer\">demo<\/a>, finalizes a purchase, etc.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/likert-scale-userpilot-customer-effort-score-survey-template_a68f9ef7de31d0a35b48d9def8e938fe_800.png 1x, https:\/\/images.storychief.com\/account_6827\/likert-scale-userpilot-customer-effort-score-survey-template_a68f9ef7de31d0a35b48d9def8e938fe_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/likert-scale-userpilot-customer-effort-score-survey-template_a68f9ef7de31d0a35b48d9def8e938fe_800.png 1x, https:\/\/images.storychief.com\/account_6827\/likert-scale-userpilot-customer-effort-score-survey-template_a68f9ef7de31d0a35b48d9def8e938fe_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/likert-scale-userpilot-customer-effort-score-survey-template_a68f9ef7de31d0a35b48d9def8e938fe_800.png\" alt=\"Likert-scale-userpilot-customer-effort-score-survey-template\" \/><\/picture><figcaption>Building a Likert scale survey.<\/figcaption><\/figure>\n<h3 id=\"87hhm\"><strong>Numerical scale CES survey template<\/strong><\/h3>\n<p>Numeric scales are similar to the Likert scale but use numbers. It can be a 3-point, 5-point, 7-point, or 10-point scale, but it\u2019s better to stick with five or seven to help you quantify responses easily.<\/p>\n<p>Trigger this survey to know the effort it takes to complete the <a href=\"https:\/\/userpilot.com\/blog\/saas-onboarding-phases\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding process<\/a>, finish a guide, etc.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/numeric-scale-survey-customer-effort-score-survey-template_f2751c755ad5bad3b35673487a8b59bf_800.png 1x, https:\/\/images.storychief.com\/account_6827\/numeric-scale-survey-customer-effort-score-survey-template_f2751c755ad5bad3b35673487a8b59bf_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/numeric-scale-survey-customer-effort-score-survey-template_f2751c755ad5bad3b35673487a8b59bf_800.png 1x, https:\/\/images.storychief.com\/account_6827\/numeric-scale-survey-customer-effort-score-survey-template_f2751c755ad5bad3b35673487a8b59bf_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/numeric-scale-survey-customer-effort-score-survey-template_f2751c755ad5bad3b35673487a8b59bf_800.png\" alt=\"numeric-scale-survey-customer-effort-score-survey-template\" \/><\/picture><figcaption>Numeric scale customer effort score survey template.<\/figcaption><\/figure>\n<h3 id=\"or9m\"><strong>Emoticons and smiley face CES survey template<\/strong><\/h3>\n<p>The visual nature of <a href=\"https:\/\/userpilot.com\/blog\/smiley-face-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">emojis<\/a> makes it easy for customers to reply. All the respondent has to do is quickly go through the list and identify the emoticon that best captures their feelings.<\/p>\n<p>Send emoticon surveys after customer service interactions to understand how the experience made customers feel.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/emoticons-userpilot-customer-effort-score-survey-template_d52847086c07239c445f0784be113412_800.png 1x, https:\/\/images.storychief.com\/account_6827\/emoticons-userpilot-customer-effort-score-survey-template_d52847086c07239c445f0784be113412_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/emoticons-userpilot-customer-effort-score-survey-template_d52847086c07239c445f0784be113412_800.png 1x, https:\/\/images.storychief.com\/account_6827\/emoticons-userpilot-customer-effort-score-survey-template_d52847086c07239c445f0784be113412_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/emoticons-userpilot-customer-effort-score-survey-template_d52847086c07239c445f0784be113412_800.png\" alt=\"emoticons-userpilot-customer-effort-score-survey-template\" \/><\/picture><figcaption>Smiley face survey.<\/figcaption><\/figure>\n<h3 id=\"fcqkm\"><strong>Two-question CES survey template<\/strong><\/h3>\n<p>This survey method uses emoticons, a numeric, or Likert scale, plus an open-ended question to understand the reason behind customer rating.<\/p>\n<p>You can use it at almost every <a href=\"https:\/\/userpilot.com\/blog\/customer-touchpoints\/\" target=\"_blank\" rel=\"noopener noreferrer\">touchpoint<\/a>: after support interaction, <a href=\"https:\/\/userpilot.com\/blog\/new-feature-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">new feature <\/a>engagement, when customers make a purchase, etc.<\/p>\n<p>The follow-up open-ended question will help you better understand the reasons behind a specific score.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/two-questions-ces-survey_d95dc28eda9d62f526351db5bd045ff0_800.png 1x, https:\/\/images.storychief.com\/account_6827\/two-questions-ces-survey_d95dc28eda9d62f526351db5bd045ff0_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/two-questions-ces-survey_d95dc28eda9d62f526351db5bd045ff0_800.png 1x, https:\/\/images.storychief.com\/account_6827\/two-questions-ces-survey_d95dc28eda9d62f526351db5bd045ff0_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/two-questions-ces-survey_d95dc28eda9d62f526351db5bd045ff0_800.png\" alt=\"two-questions-CES-survey\" \/><\/picture><figcaption>Likert scale + open-ended question.<\/figcaption><\/figure>\n<h2 id=\"ct34\"><strong>How to build and trigger a customer effort survey<\/strong><\/h2>\n<p>Now that you\u2019ve seen different types of CES surveys, it\u2019s time to start building. The following steps will help:<\/p>\n<h3 id=\"2s8cj\"><strong>Use a tool vs build from scratch<\/strong><\/h3>\n<p>You can build your surveys from scratch, but that\u2019s generally an expensive approach (time and money). It\u2019s much easier and faster if you use <a href=\"https:\/\/userpilot.com\/blog\/best-tools-for-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">no-code survey tools.<\/a><\/p>\n<p>The survey results are also easier to analyze without having to export results into spreadsheets. Not to mention you can automatically act on data and trigger follow-up communication directly in the product based on survey scores or responses.<\/p>\n<h3 id=\"f2qml\"><strong>Define the relevant touchpoints and CES survey type<\/strong><\/h3>\n<p>Contextual surveys will drive more accurate responses than the ones you send randomly.<\/p>\n<p>To make that happen you should start <a href=\"https:\/\/userpilot.com\/blog\/b2b-saas-customer-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">mapping the customer journey<\/a> and list all the touchpoints in the user journey. Having the visual map in front of you, it would be much easier to determine where you should use surveys and how.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-journey-mapping-customer-effort-score-survey-template_427b4250d90f564f329dcee4ee4ecdb3_800.png 1x, https:\/\/images.storychief.com\/account_6827\/product-journey-mapping-customer-effort-score-survey-template_427b4250d90f564f329dcee4ee4ecdb3_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-journey-mapping-customer-effort-score-survey-template_427b4250d90f564f329dcee4ee4ecdb3_800.png 1x, https:\/\/images.storychief.com\/account_6827\/product-journey-mapping-customer-effort-score-survey-template_427b4250d90f564f329dcee4ee4ecdb3_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-journey-mapping-customer-effort-score-survey-template_427b4250d90f564f329dcee4ee4ecdb3_800.png\" alt=\"product-journey-mapping-customer-effort-score-survey-template\" \/><\/picture><\/figure>\n<h3 id=\"2b5do\"><strong>Choose your CES template<\/strong><\/h3>\n<p>The feedback form you use should be something that aligns with your goal and is suitable for the touchpoint in question.<\/p>\n<p>Feel free to choose from the templates discussed in the previous section and adjust them as necessary.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ces-survey-template-userpilot_1d3a5c674c6b48be54cf9f7fef568599.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ces-survey-template-userpilot_1d3a5c674c6b48be54cf9f7fef568599.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ces-survey-template-userpilot_1d3a5c674c6b48be54cf9f7fef568599.gif\" alt=\"Customer-effort-score-survey-template-userpilot\" \/><\/picture><figcaption>Customer effort score survey templates.<\/figcaption><\/figure>\n<h3 id=\"2f0tv\"><strong>Customize your CES template<\/strong><\/h3>\n<p>Match the <a href=\"https:\/\/userpilot.com\/blog\/in-app-survey-design-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">design<\/a> with your brand so the surveys feel completely natural. That includes using familiar colors and adding your company logo.<\/p>\n<p>Also, stay consistent with your font, question types, <a href=\"https:\/\/userpilot.com\/blog\/progress-bar-ui-ux-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">progress bar type<\/a>, etc. This is why you should choose a <a href=\"https:\/\/userpilot.com\/blog\/best-tools-for-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">survey tool<\/a> that allows for full customization.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customizing-ces-survey-userpilot_037759f26681d4fdc86a0279d818ad4c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customizing-ces-survey-userpilot_037759f26681d4fdc86a0279d818ad4c_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customizing-ces-survey-userpilot_037759f26681d4fdc86a0279d818ad4c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customizing-ces-survey-userpilot_037759f26681d4fdc86a0279d818ad4c_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customizing-ces-survey-userpilot_037759f26681d4fdc86a0279d818ad4c_800.png\" alt=\"customizing-CES-survey-Userpilot\" \/><\/picture><figcaption>Survey customization.<\/figcaption><\/figure>\n<h3 id=\"5f7f4\"><strong>Set contextual triggering<\/strong><\/h3>\n<p>Your survey audience, timing, and placement are critical to getting the right response.<\/p>\n<p>For example, triggering a CES survey two days after users interact with your support team won&#8217;t generate as many accurate answers as when you send it immediately after the experience.<\/p>\n<p>How to send contextual surveys?<\/p>\n<p>Determine what survey goes for which <a href=\"https:\/\/userpilot.com\/blog\/event-tracking-tool\/\" target=\"_blank\" rel=\"noopener noreferrer\">event<\/a>, then <a href=\"https:\/\/userpilot.com\/blog\/user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">segment customers<\/a> to ensure only those that complete that event get the survey.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/contexual-ces-survey-triggering-userpilot-2000_a103a872fb4df4f278aaa5a35de7e110_800.png 1x, https:\/\/images.storychief.com\/account_6827\/contexual-ces-survey-triggering-userpilot-2000_a103a872fb4df4f278aaa5a35de7e110_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/contexual-ces-survey-triggering-userpilot-2000_a103a872fb4df4f278aaa5a35de7e110_800.png 1x, https:\/\/images.storychief.com\/account_6827\/contexual-ces-survey-triggering-userpilot-2000_a103a872fb4df4f278aaa5a35de7e110_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/contexual-ces-survey-triggering-userpilot-2000_a103a872fb4df4f278aaa5a35de7e110_800.png\" alt=\"Sending contextual surveys with Userpilot.\" \/><\/picture><figcaption>Sending contextual surveys.<\/figcaption><\/figure>\n<h3 id=\"92quh\"><strong>Analyze responses to understand customer experience<\/strong><\/h3>\n<p>Sending <a href=\"https:\/\/userpilot.com\/blog\/automated-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">automatic surveys<\/a> can make you pile up feedback without acting on them. But in the end, you gain nothing.<\/p>\n<p>Regularly <a href=\"https:\/\/userpilot.com\/blog\/feedback-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">analyze your feedback<\/a> to identify patterns and implement solutions. Also, look at survey completion statistics and A\/B test different approaches to improve the survey experience and drive <a href=\"https:\/\/userpilot.com\/blog\/how-to-increase-survey-response-rates\/\" target=\"_blank\" rel=\"noopener noreferrer\">high response rates.<\/a><\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/analyzing-customer-survey_7adc0198db00e68fa2542a87421fe6cc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/analyzing-customer-survey_7adc0198db00e68fa2542a87421fe6cc_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/analyzing-customer-survey_7adc0198db00e68fa2542a87421fe6cc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/analyzing-customer-survey_7adc0198db00e68fa2542a87421fe6cc_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/analyzing-customer-survey_7adc0198db00e68fa2542a87421fe6cc_800.png\" alt=\"Analyzing-customer-survey\" \/><\/picture><figcaption>Survey results.<\/figcaption><\/figure>\n<h2 id=\"4uri2\"><strong>Example of questions to ask in your customer effort surveys<\/strong><\/h2>\n<p>As mentioned earlier, you can generally ask two CES survey questions:<\/p>\n<ul>\n<li>The primary question<\/li>\n<li>And the follow-up question to gather more in-depth feedback<\/li>\n<\/ul>\n<p>Below are examples of both question types.<\/p>\n<h3 id=\"7en2c\"><strong>Primary questions<\/strong><\/h3>\n<p>Ask the following questions using Likert, numeric scale, or emoticons to get quick quantitative feedback.<\/p>\n<h4 id=\"6t79o\"><strong>On a scale of 1-7, how easy was it to use the [X feature]?<\/strong><\/h4>\n<p>This question lets you collect feedback on a specific feature and reveals the features that add friction to the overall user experience.<\/p>\n<p>Pair this survey response with <a href=\"https:\/\/userpilot.com\/blog\/product-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">product analytics<\/a> data and session recordings to find ways to improve the usability and UX of the feature.<\/p>\n<p>You can ask it right upon users interacting with a feature for the first time.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feature-question-ces-survey-template-userpilot_b3d91db015e4117fd0ea3f9e80cbcebc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/feature-question-ces-survey-template-userpilot_b3d91db015e4117fd0ea3f9e80cbcebc_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feature-question-ces-survey-template-userpilot_b3d91db015e4117fd0ea3f9e80cbcebc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/feature-question-ces-survey-template-userpilot_b3d91db015e4117fd0ea3f9e80cbcebc_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feature-question-ces-survey-template-userpilot_b3d91db015e4117fd0ea3f9e80cbcebc_800.png\" alt=\"feature-question-ces-survey-template-userpilot\" \/><\/picture><figcaption>Feature survey.<\/figcaption><\/figure>\n<h4 id=\"v930\"><strong>How easy was using [Product] so far?<\/strong><\/h4>\n<p>Send this question to measure the overall perceived effort of your product and uncover insights to boost customer loyalty.<\/p>\n<p>You can send it early in the user journey (e.g., after <a href=\"https:\/\/userpilot.com\/blog\/improve-user-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">activation<\/a>) or at later stages in the journey so you can be proactive and help users when the score drops.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ease-of-product-use-customer-effort-score-survey-template_8b34d74b2e02d18e967539045aa8d2b6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/ease-of-product-use-customer-effort-score-survey-template_8b34d74b2e02d18e967539045aa8d2b6_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ease-of-product-use-customer-effort-score-survey-template_8b34d74b2e02d18e967539045aa8d2b6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/ease-of-product-use-customer-effort-score-survey-template_8b34d74b2e02d18e967539045aa8d2b6_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ease-of-product-use-customer-effort-score-survey-template_8b34d74b2e02d18e967539045aa8d2b6_800.png\" alt=\"ease-of-product-use-customer-effort-score-survey-template\" \/><\/picture><figcaption>CES survey for product experience.<\/figcaption><\/figure>\n<h4 id=\"7jll2\"><strong>How much do you agree with the following statement: The support team made it easy for me to handle my issue.<\/strong><\/h4>\n<p>This simple question helps you measure the ease of resolution in a customer support request.<\/p>\n<p>With it, you will easily identify and address unhelpful customer service interactions, such as a difficult service phone call or chats that left users with unresolved issues.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interaction-with-support-team-survey_f6f7c91af0ed855d15022dcaf59c8e3e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/interaction-with-support-team-survey_f6f7c91af0ed855d15022dcaf59c8e3e_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interaction-with-support-team-survey_f6f7c91af0ed855d15022dcaf59c8e3e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/interaction-with-support-team-survey_f6f7c91af0ed855d15022dcaf59c8e3e_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interaction-with-support-team-survey_f6f7c91af0ed855d15022dcaf59c8e3e_800.png\" alt=\"interaction-with-support-team-survey\" \/><\/picture><figcaption>Customer effort score survey template for interaction with the customer service rep.<\/figcaption><\/figure>\n<h4 id=\"gshj\"><strong>Was it easy to find the information you wanted in the help center?<\/strong><\/h4>\n<p>Use this question to evaluate the structure of your help center and guides.<\/p>\n<p>If many people are finding it difficult to locate resources, it means your resource center has a poor structure.<\/p>\n<p>The question can be asked when the customers use the knowledge center\u2019s search bar to look for information on a specific topic.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/help-center-survey_b1b25e57a0f213a9e4edf7d7b6582403_800.png 1x, https:\/\/images.storychief.com\/account_6827\/help-center-survey_b1b25e57a0f213a9e4edf7d7b6582403_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/help-center-survey_b1b25e57a0f213a9e4edf7d7b6582403_800.png 1x, https:\/\/images.storychief.com\/account_6827\/help-center-survey_b1b25e57a0f213a9e4edf7d7b6582403_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/help-center-survey_b1b25e57a0f213a9e4edf7d7b6582403_800.png\" alt=\"help-center-survey\" \/><\/picture><figcaption>CES survey to evaluate the structure of the help center.<\/figcaption><\/figure>\n<h4 id=\"a4age\"><strong>Were the instructions you received during the onboarding stage easy to follow?<\/strong><\/h4>\n<p><a href=\"https:\/\/userpilot.com\/blog\/best-user-onboarding-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">Good onboarding<\/a> is smooth and requires little cognitive load. Trigger this question to measure the effectiveness of your onboarding process and instructions.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/onboarding-ces-survey_7b4ba991484cbc0dee7946476c676633_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-ces-survey_7b4ba991484cbc0dee7946476c676633_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/onboarding-ces-survey_7b4ba991484cbc0dee7946476c676633_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-ces-survey_7b4ba991484cbc0dee7946476c676633_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/onboarding-ces-survey_7b4ba991484cbc0dee7946476c676633_800.png\" alt=\"Onboarding-CES-survey\" \/><\/picture><figcaption>Onboarding CES survey.<\/figcaption><\/figure>\n<h3 id=\"fd82i\"><strong>Follow-up question<\/strong><\/h3>\n<p>You can directly use the questions above or make little changes to suit your purpose. Let&#8217;s consider examples of follow-up questions you might want to add.<\/p>\n<h4 id=\"f3cfr\"><strong>What made you choose this score?<\/strong><\/h4>\n<p>This open question goes with any primary question and lets you collect both positive and <a href=\"https:\/\/userpilot.com\/blog\/negative-user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">negative qualitative feedback<\/a> which you can use to either drive improvements or double down on what you are doing.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/open-ended-ces-customer-effort-score-survey-template_eb3b978ee9dc3617ec963083d84a9876_800.png 1x, https:\/\/images.storychief.com\/account_6827\/open-ended-ces-customer-effort-score-survey-template_eb3b978ee9dc3617ec963083d84a9876_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/open-ended-ces-customer-effort-score-survey-template_eb3b978ee9dc3617ec963083d84a9876_800.png 1x, https:\/\/images.storychief.com\/account_6827\/open-ended-ces-customer-effort-score-survey-template_eb3b978ee9dc3617ec963083d84a9876_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/open-ended-ces-customer-effort-score-survey-template_eb3b978ee9dc3617ec963083d84a9876_800.png\" alt=\"open-ended-CES-customer-effort-score-survey-template\" \/><\/picture><figcaption>General CES follow-up questions to collect insight and improve customer satisfaction.<\/figcaption><\/figure>\n<h4 id=\"sgtt\"><strong>What exactly made your interaction with our company difficult?<\/strong><\/h4>\n<p>This follow-up question is best triggered at touchpoints perceived as a high effort by customers. It will help you get into the customer&#8217;s mind and understand what exactly burdens customers and makes the interaction unpleasant.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/open-ended-ces-company-interaction-customer-effort-score-survey-template_b419a84938050a35345908fb1b852f32_800.png 1x, https:\/\/images.storychief.com\/account_6827\/open-ended-ces-company-interaction-customer-effort-score-survey-template_b419a84938050a35345908fb1b852f32_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/open-ended-ces-company-interaction-customer-effort-score-survey-template_b419a84938050a35345908fb1b852f32_800.png 1x, https:\/\/images.storychief.com\/account_6827\/open-ended-ces-company-interaction-customer-effort-score-survey-template_b419a84938050a35345908fb1b852f32_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/open-ended-ces-company-interaction-customer-effort-score-survey-template_b419a84938050a35345908fb1b852f32_800.png\" alt=\"open-ended-CES-company-interaction-customer-effort-score-survey-template\" \/><\/picture><figcaption>CES follow-up for high-effort touchpoints.<\/figcaption><\/figure>\n<h2 id=\"2tjkj\"><strong>Conclusion<\/strong><\/h2>\n<p>Ready to save time by using a customer effort score survey template to collect feedback? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Get a Userpilot Demo<\/a> to try our templates and also build from scratch if you want.<\/p>\n<p>In addition to templates, <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a> lets you send surveys contextually and analyze the results to improve customer satisfaction.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer effort score (CES) is a customer experience metric for measuring the user\u2019s perceived effort when engaging with your product or service. Ready to save time by using a customer effort score survey template to collect feedback? Get a Userpilot Demo to try our templates and also build from scratch if you want.<\/p>\n","protected":false},"author":51,"featured_media":112617,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[770],"tags":[1779,1819,235,86,465,467,237,921],"class_list":["post-112615","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ux-analytics","tag-ces","tag-customer-effort-score","tag-customer-feedback","tag-customer-satisfaction","tag-micro-survey-templates","tag-microsurvey-templates-for-saas","tag-microsurveys","tag-saas-microsurveys"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Effort Score Survey Template: Types and Examples<\/title>\n<meta name=\"description\" content=\"Looking for a customer effort score survey template to collect user feedback easily? 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