Customer effort score (CES) survey

Find out if your users are having a hard time or not

Effort rating scale

Users rate the ease of their experience from 1 (very difficult) to 5 (very easy).

Understand the usability of your product

Provides insight into how challenging your product is at a glance.

Getting started with CES surveys

  • What's a good CES score?

    CES measures how difficult your product is to use on a 1-5 scale. Higher is better, and 4+ is considered a strong result.

  • Why is CES important?

    Studies have shown CES is a better indicator of customer loyalty than many other metrics and correlates to retention.

  • Tips for using CES surveys

    CES surveys reveal ease of use, but not overall value. They should be used alongside NPS surveys to get the full picture.

  • When to use CES surveys

    CES surveys are especially useful for new users, and work great when deployed after onboarding flows.

To use this template, go to the Surveys tab, click the "New survey" button, and select the Customer effort score (CES) survey from the page.