{"id":15647,"date":"2023-06-02T09:05:00","date_gmt":"2023-06-02T07:05:00","guid":{"rendered":"https:\/\/usersnap.com\/?p=15647"},"modified":"2025-11-13T08:52:01","modified_gmt":"2025-11-13T07:52:01","slug":"ces-survey","status":"publish","type":"post","link":"https:\/\/usersnap.com\/blog\/ces-survey\/","title":{"rendered":"What is Customer Effort Score (CES)? How to Use It &amp; 12 Questions"},"content":{"rendered":"\n<p>Customers don\u2019t just want great products\u2014they want <strong>effortless experiences<\/strong>.<\/p>\n\n\n\n<p>\ud83d\udca1 Imagine visiting a website where navigation is a nightmare. Or a checkout process that feels like a marathon. Frustrating, right?<\/p>\n\n\n\n<p>The truth is, <strong>reducing effort matters more than delighting customers.<\/strong> Research shows that companies that make interactions <strong>quick and hassle-free<\/strong> drive more loyalty than those focused only on improving the overall experience.<\/p>\n\n\n\n<p>This is where <strong>Customer Effort Score (CES) surveys<\/strong> become essential. By measuring friction points at every stage of the <strong>Product Development Lifecycle (PDLC)<\/strong>, businesses can eliminate roadblocks <strong>before they impact retention and conversion rates.<\/strong><\/p>\n\n\n\n<p>\ud83d\ude80 <strong>Usersnap\u2019s <\/strong><a href=\"https:\/\/usersnap.com\/templates\/customer-satisfaction-survey\">CES survey templates<\/a> help you collect real-time feedback and ensure every interaction is as smooth as possible. If you\u2019d like to see an example of a ready-made CES survey, <a href=\"https:\/\/usersnap.com\/templates\/customer-effort-survey\">come and use our CES survey template right away<\/a>.<\/p>\n\n\n\n<!--more-->\n\n\n<div class=\"wp-block-ub-table-of-contents-block ub_table-of-contents\" id=\"ub_table-of-contents-ee3d7cf9-c3f6-4c88-8f0e-53e8812ed27d\" data-linktodivider=\"false\" data-showtext=\"show\" data-hidetext=\"hide\" data-scrolltype=\"auto\" data-initiallyhideonmobile=\"false\"\n                    data-initiallyshow=\"true\"><div class=\"ub_table-of-contents-header-container\"><div class=\"ub_table-of-contents-header\">\n                    <div class=\"ub_table-of-contents-title\">What you can expect \ud83d\udc40\u2935\ufe0f<\/div><\/div><\/div><div class=\"ub_table-of-contents-extra-container\"><div class=\"ub_table-of-contents-container ub_table-of-contents-1-column \"><ul><li><a href=https:\/\/usersnap.com\/blog\/ces-survey\/#0-what-does-customer-effort-score-ces-mean-check-this-definition>What Does Customer Effort Score (CES) Mean? Check This Definition!<\/a><\/li><li><a href=https:\/\/usersnap.com\/blog\/ces-survey\/#1-how-do-i-calculate-customer-effort-score-ces-survey>How Do I Calculate Customer Effort Score (CES survey)?<\/a><\/li><li><a href=https:\/\/usersnap.com\/blog\/ces-survey\/#11-12-ces-survey-questions-to-remember-amp-how-to-design-the-perfect-survey>12 CES survey questions to remember &amp; how to design the perfect survey<\/a><\/li><li><a href=https:\/\/usersnap.com\/blog\/ces-survey\/#15-when-is-the-best-time-to-run-a-ces-survey>When Is the Best Time to Run a CES Survey?<\/a><\/li><li><a href=https:\/\/usersnap.com\/blog\/ces-survey\/#19-tips-for-building-ces-surveys>Tips for building CES Surveys<\/a><\/li><li><a href=https:\/\/usersnap.com\/blog\/ces-survey\/#26-common-ways-to-improve-the-ces-score-in-your-company>Common Ways to Improve the CES Score in Your Company<\/a><\/li><\/ul><\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"0-what-does-customer-effort-score-ces-mean-check-this-definition\">What Does Customer Effort Score (CES) Mean? Check This Definition!<\/h2>\n\n\n\n<p>The <a href=\"https:\/\/blog.hubspot.com\/service\/customer-effort-score\" target=\"_blank\" rel=\"noreferrer noopener\">customer effort score<\/a> measures if interacting with a business is as easy as stealing candy from a child (avoid that by the way) or as difficult as finding that pair of glasses that you forgot you are already wearing (feels good, right?). <\/p>\n\n\n\n<p>For example, getting an answer to a question, purchasing or returning a product, or resolving an issue. We express CES as a number, and a higher number, you guessed it, indicates better customer service.<\/p>\n\n\n\n<p>Brian Solis who advises leading brands, startups, and celebrities, speaks plainly on the topic. He says, \u201cWelcome to a new era of marketing and service in which your brand is defined by those <a href=\"https:\/\/usersnap.com\/customer-experience\" target=\"_blank\" rel=\"noreferrer noopener\">who experience it<\/a>.\u201d<\/p>\n\n\n<div class=\"acf-cta\" style=\"background-image: url(https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2025\/02\/Group-1000004194.svg); width: 100%;\"><h2>Try Usersnap for CES surveys<\/h2><a href=\"https:\/\/usersnap.com\/signup\" class=\"cta-button\">Try Usersnap Now<\/a><\/div>\n\n\n\n<p>In business, CES plays a critical role in shaping customer loyalty.<\/p>\n\n\n\n<p>A high CES indicates that customers find it easy to engage with your company, whether they\u2019re making a purchase, asking for support, or resolving an issue. This ease directly impacts customer satisfaction and brand perception, making CES an essential metric for improving service quality and driving long-term success.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"538\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/customer-advocate-1024x538.png\" alt=\"Good customer experiences equal more customer advocates\" class=\"wp-image-13436\" srcset=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/customer-advocate-1024x538.png 1024w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/customer-advocate-300x158.png 300w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/customer-advocate.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"1-how-do-i-calculate-customer-effort-score-ces-survey\">How Do I Calculate Customer Effort Score (CES survey)?<\/h2>\n\n\n\n<p>Customer effort score calculation is the average of all customer responses. Customer responses create a number rating, and and then you total and divide these numbers by responses to arrive at the average number \u2013 your CES (read: magic \ud83e\uddd9\ud83c\udffd\u200d\u2642\ufe0f) score.<\/p>\n\n\n\n<p>For example, five customers respond to your customer effort score question, and they give responses of 5, 4, 7, 6, and 4. The total of those numbers is 26, and divided by the number of responses \u2013 five \u2013 it gives you a CES of 5.2. Well done!<\/p>\n\n\n\n<p>A CES is fluid \u2013 we recalculate and update constantly with more customer responses over time.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"2-but-wait-how-do-i-measure-customer-effort-score\">But Wait&#8230; How Do I Measure Customer Effort Score?<\/h2>\n\n\n\n<p>There are a few ways to measure your customer effort score via CES survey. Typically, you\u2019ll see either a 5-point or 7-point scale. Let\u2019s break it down a bit.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"3-usersnap%E2%80%99s-ces-survey-approach\">Usersnap\u2019s CES survey approach<\/h3>\n\n\n\n<p>In our ready-made templates, we start with a 4-point scale. Why? In our experience, more choices = more complexity. We\u2019ve tested CES surveys and determined that the 4-point scale is more appropriate for foundational analysis.<\/p>\n\n\n\n<p>Certainly, some power users or enthusiasts will want to be very precise in their selections. However, if you\u2019re just starting to build and test a part of the product, you want a starting point with some sort of statistical significance.&nbsp;<\/p>\n\n\n\n<p>This is why you\u2019ll see the Usersnap 4-answer approach. But do note: just because our ready-made template uses a 4-point scale, the survey is fully customizable. Feel free to go bananas \ud83c\udf4c\ud83c\udf4c\ud83c\udf4c.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/usersnap.com\/templates\/customer-effort-survey-template\"><img decoding=\"async\" width=\"604\" height=\"680\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/05\/Customer_effort-1-e1654008238717.png\" alt=\"CES survey widget from Usersnap customer feedback product\" class=\"wp-image-15650\"\/><\/a><\/figure>\n<\/div>\n\n\n<p>With that in mind, another option is the 7-point <a href=\"https:\/\/usersnap.com\/blog\/1-to-5-rating-scale-surveys\/\">likert scale<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"4-ces-survey-with-7-answer-choices\">CES survey with 7 answer choices<\/h3>\n\n\n\n<p>Another method of measuring CES is on a scale of 1-7. If you decide to employ this option, keep in mind that it will create more user friction to answer (because of more choices), but the quality of your responses could be accurate in aggregate.&nbsp;<\/p>\n\n\n\n<p>Customers choose their level of agreement with a prompt such as, \u201cThe company made it easy to address my concerns.\u201d A number corresponds with each answer as follows:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>1 \u2013 Strongly disagree<\/li>\n\n\n\n<li>2 \u2013 Disagree<\/li>\n\n\n\n<li>3 \u2013 Somewhat disagree<\/li>\n\n\n\n<li>4 \u2013 Undecided<\/li>\n\n\n\n<li>5 \u2013 Somewhat agree<\/li>\n\n\n\n<li>6 \u2013 Agree<\/li>\n\n\n\n<li>7 \u2013 Strongly agree<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"5-what-is-a-good-customer-effort-score\">What Is A Good Customer Effort Score<\/h3>\n\n\n\n<p>What is a &#8220;good&#8221; CES number? Honestly, that&#8217;s for you to decide for your product. Surveys worded in different ways are likely to produce varying results.&nbsp;<\/p>\n\n\n\n<p>In general, since numbers 5-7 indicate positive responses, a score above 5 is good. You\u2019re on the right track! Additionally, if you\u2019re signing up with Usersnap and trying our ready-made template, you\u2019ll want to get scores above 4 out of 5 (that match the corresponding answer).&nbsp;<\/p>\n\n\n\n<p>A higher CES score indicates that customers experienced minimal friction during their interaction, which is associated with increased customer satisfaction and loyalty. However, it\u2019s essential to track CES over time and look for patterns to understand what a good score means in your specific context.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"6-what-is-a-bad-customer-effort-score\">What Is A Bad Customer Effort Score<\/h3>\n\n\n\n<p>On the other hand, a score lower than 4 leaves plenty of room for improvement since this indicates mostly negative responses to the survey prompt.<\/p>\n\n\n\n<p>A score less than 4 indicates that the customers didn\u2019t get their concerns resolved, or they got resolution, but at high effort on their part. Perhaps it took them some time to track down the proper way to get in touch with your company, or maybe they unfortunately explained their issue to multiple service representatives. Someone is in trouble\u2026let\u2019s carry on!<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"7-what-is-an-average-customer-effort-score\">What Is an Average Customer Effort Score<\/h3>\n\n\n\n<p>One customer experience software company found that the average CES for its customers is 5.5. A CES in this range is ideal. It shows that your customers are having mostly positive interactions with your company.<\/p>\n\n\n\n<p>This score still leaves you with something to work on as well. Every increase in CES corresponds to another satisfied customer who is more likely to return and purchase from you again.<\/p>\n\n\n<div class=\"acf-cta\" style=\"background-image: url(https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2025\/02\/Group-1000004194.svg); width: 100%;\"><h2>Try Usersnap for CES surveys<\/h2><a href=\"https:\/\/usersnap.com\/signup\" class=\"cta-button\">Try Usersnap Now<\/a><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"8-customer-effort-score-ces-pros-amp-cons\">Customer Effort Score (CES) Pros &amp; Cons<\/h2>\n\n\n\n<p>CES surveys can provide valuable information that allows you to make improvements in your company and foster customer loyalty. However, CES does have its limitations. The pros and cons of customer effort scores are as follows:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"9-pros-of-ces-surveys\">Pros&nbsp;of CES surveys<\/h3>\n\n\n\n<p>The level of effort is one of the largest indicators of whether a customer will return to your business for future purchases, so do not overlook it. Additionally, even if the customer had a difficult experience, just giving feedback because you asked makes them feel as though they matter.<\/p>\n\n\n<div class=\"wp-block-image is-resized\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"538\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/01\/Luka-Churn@1x-1024x538.png\" alt=\"SaaS churn customer feedback management\" class=\"wp-image-15602\" srcset=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/01\/Luka-Churn@1x-1024x538.png 1024w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/01\/Luka-Churn@1x-300x158.png 300w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/01\/Luka-Churn@1x-1536x806.png 1536w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/01\/Luka-Churn@1x-2048x1075.png 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n<p>Using the results of a CES report can also help you reduce costs in your business. If you work to resolve issues that customers are experiencing, there will be fewer instances in which the customer requires assistance, and that means less strain on your customer service team.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"10-cons-of-ces-surveys\">Cons of CES surveys<\/h3>\n\n\n\n<p>One downfall of a CES is that it gives you a look at only a brief moment in time and does little to give you an overall view of the customer experience. This can be somewhat remedied with surveys at various points during the customer experience to give you glimpses at several different points and provide a better overall look.<\/p>\n\n\n\n<p>CES focuses particularly on customer service. It generally does not reflect on your product quality, price point, or how your company compares to your competitors.<\/p>\n\n\n\n<p>Another pitfall of CES is that since it is such a snapshot of time, you can have a loyal customer who has one bad experience, and looking only at the CES, it would appear he or she was a customer who would never re-purchase.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1200\" height=\"630\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2020\/05\/How-to-become-a-front-end-developer.png\" alt=\"How to become a front-end developer!\" class=\"wp-image-12072\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"11-12-ces-survey-questions-to-remember-amp-how-to-design-the-perfect-survey\">12 CES survey questions to remember &amp; how to design the perfect survey<\/h2>\n\n\n\n<p>The <strong>Customer Effort Score (CES)<\/strong> questions are designed to measure how easy or difficult it is for customers to interact with your product or service. It typically follows this format:<\/p>\n\n\n\n<p><strong>&#8220;How easy was it to [complete a specific action]?&#8221;<\/strong><\/p>\n\n\n\n<p>Examples:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&#8220;How easy was it to resolve your issue today?&#8221;<\/strong><\/li>\n\n\n\n<li><strong>&#8220;How easy was it to use our product to achieve your goal?&#8221;<\/strong><\/li>\n\n\n\n<li><strong>&#8220;How easy was it to get the help you needed?&#8221;<\/strong><\/li>\n<\/ul>\n\n\n\n<p>The response is usually measured on a <strong>7-point scale<\/strong>, such as:<br>1\ufe0f\u20e3 <strong>Very difficult<\/strong> \u2192 7\ufe0f\u20e3 <strong>Very easy<\/strong><\/p>\n\n\n\n<p>Would you like to tailor the question for a specific use case?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"12-the-structure-of-a-ces-survey-single-question-format\">The Structure of a CES Survey: Single-Question Format<\/h3>\n\n\n\n<p>A typical CES survey uses a <strong>single-question format<\/strong>, which is designed to keep the process quick and focused. The standard question often asks, \u201cTo what extent do you agree or disagree with the following statement: The company made it easy for me to handle my issue.\u201d Customers are usually provided with a scale, ranging from \u201cStrongly Disagree\u201d to \u201cStrongly Agree,\u201d allowing you to gauge how easy or difficult the experience was for them. This streamlined structure makes CES surveys simple to administer and less burdensome for customers to complete, resulting in higher response rates.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"13-how-to-ask-the-right-ces-questions\">How to Ask the Right CES Questions<\/h3>\n\n\n\n<p>Asking the right CES questions is key to getting accurate insights into how effortless customers find their interactions with your business. The focus should always be on the ease of the experience, such as \u201cHow easy was it to resolve your issue today?\u201d or \u201cHow simple was the process of making your purchase?\u201d Keep the language clear, straightforward, and specific to the interaction you&#8217;re measuring. This ensures customers can quickly understand and respond, giving you reliable data to improve your services.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"14-12-ces-surveys-questions-examples\">12 CES surveys Questions Examples<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>On a scale of 1 to 7, how easy was it to resolve your issue with our product\/service?<br><\/li>\n\n\n\n<li>How much effort did you personally have to put forth to handle your request\/query?<br><\/li>\n\n\n\n<li>Did you find our product\/service easy to understand and use?<br><\/li>\n\n\n\n<li>How satisfied are you with the ease of navigating our website\/platform?<br><\/li>\n\n\n\n<li>Did you encounter any obstacles while trying to accomplish your task? If yes, please specify.<br><\/li>\n\n\n\n<li>How likely are you to recommend our product\/service based on the ease of use?<br><\/li>\n\n\n\n<li>Did you require assistance from customer support to resolve your issue? If yes, how satisfied were you with the support received?<br><\/li>\n\n\n\n<li>Do you feel that using our product\/service saves you time and effort compared to alternatives?<br><\/li>\n\n\n\n<li>How much do you agree with the statement: &#8220;I find it easy to get the information I need from our product\/service&#8221;?<br><\/li>\n\n\n\n<li>Were you able to complete your task\/goal in a timely manner with our product\/service?<br><\/li>\n\n\n\n<li>How likely are you to continue using our product\/service based on the ease of use?<br><\/li>\n\n\n\n<li>Would you say that using our product\/service aligns with your expectations in terms of simplicity and efficiency?<\/li>\n<\/ol>\n\n\n<div class=\"acf-cta\" style=\"background-image: url(https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2025\/02\/Group-1000004194.svg); width: 100%;\"><h2>Try Usersnap for CES surveys<\/h2><a href=\"https:\/\/usersnap.com\/signup\" class=\"cta-button\">Try Usersnap Now<\/a><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"15-when-is-the-best-time-to-run-a-ces-survey\">When Is the Best Time to Run a CES Survey?<\/h2>\n\n\n\n<p>Since CES surveys measure a specific interaction with the customer, <strong>the best time to run them is immediately following that interaction<\/strong> while the experience is still fresh in their mind.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"16-1-post-purchase-ces-surveys\">1. Post-Purchase CES Surveys<\/h3>\n\n\n\n<p>A great time to offer a CES survey is following a purchase. The ideal time to offer the survey is while the experience is fresh in the customer\u2019s mind. And their adrenaline is high for having something new and shiny in their hands\u2026not me, I\u2019m not like that.<\/p>\n\n\n\n<p>A post-purchase survey will give you an idea of the customer\u2019s satisfaction navigating your website and choosing products as well as checking out and making payment. It also works as a replacement to the standard CSAT after checkout.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/usersnap.com\/templates\/customer-satisfaction-survey\"><img decoding=\"async\" width=\"1024\" height=\"693\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/rate-your-experience-1024x693.png\" alt=\"Rate satisfaction of customers after purchase\" class=\"wp-image-13088\" srcset=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/rate-your-experience-1024x693.png 1024w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/rate-your-experience-300x203.png 300w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/rate-your-experience-1536x1039.png 1536w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/rate-your-experience.png 1720w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"17-2-after-a-customer-service-interaction\">2. After A Customer Service Interaction<\/h3>\n\n\n\n<p>Offering a CES microsurvey after any interaction your customer has with customer service will give you a feel for how effective your customer service team was in handling the concern and show any areas for improvement. Offer the survey immediately following the interaction, so the experience is fresh in the customer\u2019s mind.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"18-3-post-delivery-ces-survey\">3. Post-Delivery CES Survey<\/h3>\n\n\n\n<p>You can also offer a CES survey after delivering a product r service as well. This survey will give you a measure of customer satisfaction with shipping and an early opinion of the product or service itself.<\/p>\n\n\n<div class=\"wp-block-image is-resized\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/usersnap.com\/templates\/feature-satisfaction-survey\"><img decoding=\"async\" width=\"909\" height=\"1024\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/05\/New-feature-satisfaction-1-909x1024.png\" alt=\"Usersnap feature satisfaction survey widget example\" class=\"wp-image-15651\"\/><\/a><\/figure>\n<\/div>\n\n\n<p>Following a delivery may also be an opportune time to send a feature satisfaction survey, which determines a customer\u2019s reaction to new or improved features. <a href=\"https:\/\/usersnap.com\/templates\/feature-satisfaction-survey\" target=\"_blank\" rel=\"noreferrer noopener\">Come and use the feature satisfaction survey<\/a> to see what it\u2019s all about.<strong>&nbsp;<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"19-tips-for-building-ces-surveys\">Tips for building CES Surveys<\/h2>\n\n\n\n<p>When building a user experience (UX) or CES survey, you will want your questions to be conversational and friendly. They should be targeted enough that you get a response to the question you\u2019re asking, but they shouldn\u2019t lead people to a specific answer. You\u2019ll want the surveys to be sent out automatically following a specific interaction. Also, consider the following points:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Optimize the survey for mobile users, who comprise more than 50% of online interactions<\/li>\n\n\n\n<li>Add a thank you message to the end of the survey, so customers feel valued for giving a few moments of their time to help you<\/li>\n\n\n\n<li>Share data with all people who can benefit from the feedback \u2013 customer service representatives, leadership, training, etc.&nbsp;<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/more-labels.png\" alt=\"Product owner or product manager seeing labeled customer feedback\" class=\"wp-image-13337\" srcset=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/more-labels.png 1024w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/08\/more-labels-300x200.png 300w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>If you want to go a little deeper beyond just the immediate CES survey, some UX survey questions examples include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rate your first impression of our website.<\/li>\n\n\n\n<li>How likely are you to recommend us to a professional colleague?<\/li>\n<\/ul>\n\n\n\n<p>Add Usersnap use case<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"20-when-to-use-ces-vs-csat-vs-nps\">When To Use CES VS. CSAT VS. NPS?<\/h2>\n\n\n\n<p>The three main types of surveys used to measure customer satisfaction and loyalty include<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer Effort Score (CES)<\/strong><\/li>\n\n\n\n<li><strong>Customer Satisfaction Score (CSAT)<\/strong><\/li>\n\n\n\n<li><strong>Net Promoter Score (NPS)<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Each of these methods has its own unique benefits, and used together \u2013 but at separate times \u2013 they supplement each other and can give you a better overall picture of what drives loyalty and satisfaction in your customers. They should not, however, be viewed as interchangeable. See this <a href=\"https:\/\/blog.xola.com\/a-guide-to-ces-surveys-when-to-use-ces-instead-of-nps-scores\/\" target=\"_blank\" rel=\"noreferrer noopener\">guide to CES survey<\/a> for a better idea of which survey to run and when.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"21-1-customer-effort-score-ces\">1. Customer Effort Score (CES)<\/h3>\n\n\n\n<p>As discussed, the CES measures only specific interactions and is run immediately following each interaction. It measures customer loyalty but doesn\u2019t provide the entire picture.<\/p>\n\n\n\n<p>The best use of CES is in improving how your company interacts with its customers since it specifically tells how much effort they must make to have their issues addressed.<\/p>\n\n\n\n<p>As an example, if a customer requested a refund from your company, and they indicated on their survey that it wasn\u2019t an easy process, you could look into the refund processes and policies in your company and determine whether there are areas you could improve.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/usersnap.com\/templates\/customer-effort-survey-template\"><img decoding=\"async\" width=\"604\" height=\"680\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/05\/Customer_effort-1-e1654008238717.png\" alt=\"CES survey widget from Usersnap customer feedback product\" class=\"wp-image-15650\"\/><\/a><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"22-2-customer-satisfaction-score-csat\">2. Customer Satisfaction Score&nbsp;(CSAT)<\/h3>\n\n\n\n<p><a href=\"https:\/\/usersnap.com\/glossary\/csat\">CSAT<\/a> is a metric that studies general short-term customer satisfaction with both the product and the service they received from your company. It should run after the customer has been with you for some time. With CSAT, you can ask various questions to determine the customer\u2019s current reaction to a product, interaction, service, or event.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/usersnap.com\/templates\/customer-satisfaction-survey\"><img decoding=\"async\" width=\"840\" height=\"840\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/09\/Usersnap-CSAT-widget-path-targeting.png\" alt=\"customer satisfaction feedback widget that pops up after specific events\" class=\"wp-image-13918\" srcset=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/09\/Usersnap-CSAT-widget-path-targeting.png 840w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/09\/Usersnap-CSAT-widget-path-targeting-300x300.png 300w, https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/09\/Usersnap-CSAT-widget-path-targeting-150x150.png 150w\" sizes=\"(max-width: 840px) 100vw, 840px\" \/><\/a><\/figure>\n\n\n\n<p>One thing CSAT does not measure is the customer\u2019s loyalty or long-term relationship with a company. It is the middle ground between the short-term CES and the long-term NPS.&nbsp;<\/p>\n\n\n\n<p>Another survey that may fit into this time frame is the product-market fit (PMF) survey which asks customers how disappointed they would be if the product stopped existing. <a href=\"https:\/\/usersnap.com\/templates\/product-market-fit-survey\">Come and use the PMF survey template<\/a> to get more details.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"23-ces-vs-csat\">CES vs. CSAT<\/h3>\n\n\n\n<p>Customer Effort Score (CES) and Customer Satisfaction (CSAT) both aim to measure customer experience but from different angles. CES looks specifically at the effort customers have to exert during their interactions with your business, whereas CSAT is more focused on measuring satisfaction with a particular experience or product. While CSAT asks customers to rate their level of satisfaction after a transaction, CES zeroes in on how easy or difficult it was to complete that transaction. Both metrics are valuable, but CES highlights areas where reducing friction can lead to higher overall satisfaction, making it a useful tool for improving customer service efficiency.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"639\" height=\"720\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/05\/Product-market-fit-e1652959336678.png\" alt=\"Usersnap's product-market fit template available for users\" class=\"wp-image-15628\"\/><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"24-3-net-promoter-score-nps\">3. Net Promoter Score (NPS)<\/h3>\n\n\n\n<p>NPS is a survey that is an important metric to track as it is a good indicator of a company\u2019s growth. Ideally, you&#8217;ll run it at regular intervals since it measures customer loyalty on a more long-term scale. It looks at the whole relationship between the customer and the company.<\/p>\n\n\n\n<p>NPS measures the entire experience, including price, product, and brand, along with customer service. A higher NPS generally points to a higher level of long-term customer loyalty. <\/p>\n\n\n\n<p>These loyal customers are a source of free marketing for your business as they leave positive reviews and recommend your products to their family and friends. <a href=\"https:\/\/usersnap.com\/blog\/positive-review-response-examples\/\">Responding to their positive reviews<\/a> helps you publicly acknowledge their praise\u2014and keeps that virtuous cycle turning.<\/p>\n\n\n<div class=\"acf-cta\" style=\"background-image: url(https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2025\/02\/Group-1000004194.svg); width: 100%;\"><h2>Try Usersnap for CES surveys<\/h2><a href=\"https:\/\/usersnap.com\/signup\" class=\"cta-button\">Try Usersnap Now<\/a><\/div>\n\n\n\n<p>\u201cJust having satisfied customers isn\u2019t good enough anymore. If you really want a booming business, you have to create raving fans,\u201d according to speaker, author, and business consultant <a href=\"https:\/\/www.kenblanchard.com\/\">Ken Blanchard<\/a>. This statement illustrates the importance of NPS.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"25-ces-vs-nps\">CES vs. NPS<\/h3>\n\n\n\n<p>Customer Effort Score (CES) and Net Promoter Score (NPS) measure different aspects of the customer experience. While CES focuses on how easy it is for customers to interact with your business, NPS measures customer loyalty and their likelihood to recommend your brand. <\/p>\n\n\n\n<p>CES is a transactional metric, best used for evaluating specific interactions, such as customer service or support. On the other hand, NPS offers a broader perspective, gauging the overall satisfaction and long-term loyalty of customers. Together, CES can provide insight into how easy it is to engage with your brand, while NPS tells you how likely customers are to advocate for it.<\/p>\n\n\n<div class=\"wp-block-image is-resized\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/usersnap.com\/templates\/nps-survey\"><img decoding=\"async\" width=\"514\" height=\"1024\" src=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/07\/Mobile-514x1024.png\" alt=\"Usersnap mobile feedback collectors for apps\" class=\"wp-image-13716\"\/><\/a><\/figure>\n<\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"26-common-ways-to-improve-the-ces-score-in-your-company\">Common Ways to Improve the CES Score in Your Company<\/h2>\n\n\n\n<p>To make the CES scores at your company skyrocket, it is crucial to address the areas where customers indicate that they are having issues. If the scores are low following a purchase, you can look into your website and checkout process. On the other hand, if the scores following customer service interactions are lagging, it may be time to implement some new practices with your customer service team. (Brian, just be nice to people, please!)<\/p>\n\n\n\n<p>Some areas that can make a difference in CES include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Website \u2013 slow loading, poorly organized products, complicated interface<\/li>\n\n\n\n<li>Purchasing \u2013 limited payment options, slow shipping<\/li>\n\n\n\n<li>Customer service \u2013 being transferred from one representative to another, an unhelpful employee, long waits on hold<\/li>\n<\/ul>\n\n\n\n<p>See this other <a href=\"https:\/\/monkeylearn.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noreferrer noopener\">guide on CES and how to improve it<\/a> for more tips on improving your CES number.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"27-conclusion-on-ces-surveys\">Conclusion on CES Surveys<\/h2>\n\n\n\n<p>A CES survey is a vital tool in increasing your customer loyalty by making sure that their experience with your company is as easy as possible. It identifies the pain points at which you may be losing customers and allows you to take measures to address those points.<\/p>\n\n\n\n<p>Other surveys, such as CSAT and NPS, have their own value. They can and should be used harmoniously along with CES to get a better overall picture of your business. CES shows you the immediate effect of how customers feel following each interaction with your company. CSAT gives you a short-term picture of both your product and service. And NPS shows the long-term view of customer satisfaction as well as how likely those customers are to recommend your company to their family and friends.&nbsp;<\/p>\n\n\n\n<p>Putting a focus on raising your CES translates to happy customers who will want to come back to you whenever they want to feel that shopping spree rush again. Studies show that raising your CES from 1 to 5 increases customer loyalty by 22%, so this is a number you definitely don\u2019t want to ignore.<\/p>\n\n\n\n<p>The most important thing to remember about CES is that people talk, and they will share about their experiences with your company. As stated by <a href=\"https:\/\/davekerpen.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Dave Kerpen<\/a>, the number 1 LinkedIn influencer of all time, \u201cIt\u2019s important to think of every customer as an online celebrity with followers, friends, and above all, influence.\u201d<\/p>\n\n\n\n<p>If you\u2019re ready to improve your company\u2019s CES and customer loyalty, <a href=\"https:\/\/usersnap.com\/templates\" target=\"_blank\" rel=\"noreferrer noopener\">come sign up and use this template now<\/a>.<\/p>\n\n\n<div class=\"acf-cta\" style=\"background-image: url(https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2025\/02\/Group-1000004194.svg); width: 100%;\"><h2>Try Usersnap for CES surveys<\/h2><a href=\"https:\/\/usersnap.com\/signup\" class=\"cta-button\">Try Usersnap Now<\/a><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"28-faqs\">FAQs<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1763018114423\"><strong class=\"schema-faq-question\">How do you measure Customer Effort Score (CES)?<\/strong> <p class=\"schema-faq-answer\">To measure CES, you just ask customers how easy or difficult their recent experience was. If you\u2019re using a number scale, add up all the scores and divide by the number of people who answered. For surveys without numbers, you\u2019ll usually assign a value to each answer or check how many people gave a positive response versus a negative one. That\u2019s how you get your final score.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1763018126166\"><strong class=\"schema-faq-question\">When\u2019s the right time to send out a CES survey?<\/strong> <p class=\"schema-faq-answer\">Send a CES survey right after someone interacts with your product or service\u2014while the experience is still fresh. The best times? After a support chat, a purchase, onboarding, using a self-service tool, or trying a new feature. This way, you quickly spot any pain points and can step in to improve things.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1763018162592\"><strong class=\"schema-faq-question\">What counts as a good Customer Effort Score?<\/strong> <p class=\"schema-faq-answer\">On a 7-point scale, a CES of 5 or above means customers find things fairly easy. If you reach 6 or higher, you\u2019re doing great. If your scores are below 5 again and again, it signals people are having trouble. Track how your CES changes over time\u2014this lets you find and fix high-effort moments.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1763018182640\"><strong class=\"schema-faq-question\">What\u2019s the difference between CES and NPS?<\/strong> <p class=\"schema-faq-answer\">CES focuses on how easy (or hard) a specific interaction was. NPS, however, looks at the big picture\u2014how likely someone is to recommend your company overall. CES helps you remove friction in certain situations, while NPS shows you the overall strength of your customer relationships. They work best when you use both together.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1763018201848\"><strong class=\"schema-faq-question\">How does Customer Effort Score affect customer retention?<\/strong> <p class=\"schema-faq-answer\">CES shows you where customers are running into problems, so you can smooth things out. When people don\u2019t face obstacles, they\u2019re more likely to stay, buy again, and feel good about your company. By making things easier\u2014like better support, clearer communication, and simple processes\u2014you raise your CES, keep customers happy, and reduce churn.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1763018213130\"><strong class=\"schema-faq-question\">How does Usersnap help with CES surveys?<\/strong> <p class=\"schema-faq-answer\">Usersnap makes it simple to run CES surveys with customizable templates, different rating options, and fast setup right inside your site or app. All responses go into one dashboard, along with helpful info like the person\u2019s browser or the page they were on. You can spot trends, export results, connect tools like Jira or Slack, and see where customers are hitting roadblocks, so you can fix them quickly.<\/p> <\/div> <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customers don\u2019t just want great products\u2014they want effortless experiences. \ud83d\udca1 Imagine visiting a website where navigation is a nightmare. Or a checkout process that feels like a marathon. Frustrating, right? The truth is, reducing effort matters more than delighting customers. Research shows that companies that make interactions quick and hassle-free drive more loyalty than those [&hellip;]<\/p>\n","protected":false},"author":76,"featured_media":15654,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"ub_ctt_via":"","footnotes":""},"categories":[841,1037],"tags":[1079,1082,1080,1081,1054,1083,1084,1052],"class_list":["post-15647","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-feedback-ultimate-blog","category-product-management-blog","tag-ces","tag-ces-survey","tag-customer-effort-score","tag-customer-effort-score-survey","tag-customer-feedback","tag-friction","tag-pain-points","tag-product-management"],"acf":[],"featured_image_src":"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png","author_info":{"display_name":"Cristina Mitu","author_link":"https:\/\/usersnap.com\/blog\/author\/cristina-mitu\/"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is Customer Effort Score (CES)? How to Use It &amp; Questions<\/title>\n<meta name=\"description\" content=\"Learn how the CES survey can help you understand customer pain points, friction, and bottlenecks to them achieving success with you.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/usersnap.com\/blog\/ces-survey\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is Customer Effort Score (CES)? How to Use It &amp; Questions\" \/>\n<meta property=\"og:description\" content=\"Learn how the CES survey can help you understand customer pain points, friction, and bottlenecks to them achieving success with you.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/usersnap.com\/blog\/ces-survey\/\" \/>\n<meta property=\"og:site_name\" content=\"Usersnap Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/usersnap\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-02T07:05:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-13T07:52:01+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Cristina Mitu\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@usersnap\" \/>\n<meta name=\"twitter:site\" content=\"@usersnap\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Cristina Mitu\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"19 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/\"},\"author\":{\"name\":\"Cristina Mitu\",\"@id\":\"https:\/\/usersnap.com\/blog\/#\/schema\/person\/2009184390c6544738181b3b00c80768\"},\"headline\":\"What is Customer Effort Score (CES)? How to Use It &amp; 12 Questions\",\"datePublished\":\"2023-06-02T07:05:00+00:00\",\"dateModified\":\"2025-11-13T07:52:01+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/\"},\"wordCount\":3733,\"publisher\":{\"@id\":\"https:\/\/usersnap.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png\",\"keywords\":[\"ces\",\"ces survey\",\"customer effort score\",\"customer effort score survey\",\"customer feedback\",\"friction\",\"pain points\",\"product management\"],\"articleSection\":[\"Customer Feedback &amp; Experience\",\"Product Management\"],\"inLanguage\":\"en-US\"},{\"@type\":[\"WebPage\",\"FAQPage\"],\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/\",\"url\":\"https:\/\/usersnap.com\/blog\/ces-survey\/\",\"name\":\"What is Customer Effort Score (CES)? How to Use It & Questions\",\"isPartOf\":{\"@id\":\"https:\/\/usersnap.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png\",\"datePublished\":\"2023-06-02T07:05:00+00:00\",\"dateModified\":\"2025-11-13T07:52:01+00:00\",\"description\":\"Learn how the CES survey can help you understand customer pain points, friction, and bottlenecks to them achieving success with you.\",\"mainEntity\":[{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018114423\"},{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018126166\"},{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018162592\"},{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018182640\"},{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018201848\"},{\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018213130\"}],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/usersnap.com\/blog\/ces-survey\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#primaryimage\",\"url\":\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png\",\"contentUrl\":\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png\",\"width\":1200,\"height\":630,\"caption\":\"CES survey representational image on a desktop\"},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/usersnap.com\/blog\/#website\",\"url\":\"https:\/\/usersnap.com\/blog\/\",\"name\":\"Usersnap Blog\",\"description\":\"Learn more about how to collect user feedback and build better products with the magic power of feedback.\",\"publisher\":{\"@id\":\"https:\/\/usersnap.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/usersnap.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/usersnap.com\/blog\/#organization\",\"name\":\"Usersnap\",\"url\":\"https:\/\/usersnap.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/usersnap.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/usersnap.com\/wp-content\/uploads\/2020\/08\/Usersnap-Updated-Logo.png\",\"contentUrl\":\"https:\/\/usersnap.com\/wp-content\/uploads\/2020\/08\/Usersnap-Updated-Logo.png\",\"width\":136,\"height\":26,\"caption\":\"Usersnap\"},\"image\":{\"@id\":\"https:\/\/usersnap.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/usersnap\",\"https:\/\/x.com\/usersnap\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/usersnap.com\/blog\/#\/schema\/person\/2009184390c6544738181b3b00c80768\",\"name\":\"Cristina Mitu\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/usersnap.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/12\/CristinaGreen-96x96.png\",\"contentUrl\":\"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/12\/CristinaGreen-96x96.png\",\"caption\":\"Cristina Mitu\"},\"url\":\"https:\/\/usersnap.com\/blog\/author\/cristina-mitu\/\"},{\"@type\":\"Question\",\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018114423\",\"position\":1,\"url\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018114423\",\"name\":\"How do you measure Customer Effort Score (CES)?\",\"answerCount\":1,\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"To measure CES, you just ask customers how easy or difficult their recent experience was. If you\u2019re using a number scale, add up all the scores and divide by the number of people who answered. For surveys without numbers, you\u2019ll usually assign a value to each answer or check how many people gave a positive response versus a negative one. That\u2019s how you get your final score.\",\"inLanguage\":\"en-US\"},\"inLanguage\":\"en-US\"},{\"@type\":\"Question\",\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018126166\",\"position\":2,\"url\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018126166\",\"name\":\"When\u2019s the right time to send out a CES survey?\",\"answerCount\":1,\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Send a CES survey right after someone interacts with your product or service\u2014while the experience is still fresh. The best times? After a support chat, a purchase, onboarding, using a self-service tool, or trying a new feature. This way, you quickly spot any pain points and can step in to improve things.\",\"inLanguage\":\"en-US\"},\"inLanguage\":\"en-US\"},{\"@type\":\"Question\",\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018162592\",\"position\":3,\"url\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018162592\",\"name\":\"What counts as a good Customer Effort Score?\",\"answerCount\":1,\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"On a 7-point scale, a CES of 5 or above means customers find things fairly easy. If you reach 6 or higher, you\u2019re doing great. If your scores are below 5 again and again, it signals people are having trouble. Track how your CES changes over time\u2014this lets you find and fix high-effort moments.\",\"inLanguage\":\"en-US\"},\"inLanguage\":\"en-US\"},{\"@type\":\"Question\",\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018182640\",\"position\":4,\"url\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018182640\",\"name\":\"What\u2019s the difference between CES and NPS?\",\"answerCount\":1,\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"CES focuses on how easy (or hard) a specific interaction was. NPS, however, looks at the big picture\u2014how likely someone is to recommend your company overall. CES helps you remove friction in certain situations, while NPS shows you the overall strength of your customer relationships. They work best when you use both together.\",\"inLanguage\":\"en-US\"},\"inLanguage\":\"en-US\"},{\"@type\":\"Question\",\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018201848\",\"position\":5,\"url\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018201848\",\"name\":\"How does Customer Effort Score affect customer retention?\",\"answerCount\":1,\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"CES shows you where customers are running into problems, so you can smooth things out. When people don\u2019t face obstacles, they\u2019re more likely to stay, buy again, and feel good about your company. By making things easier\u2014like better support, clearer communication, and simple processes\u2014you raise your CES, keep customers happy, and reduce churn.\",\"inLanguage\":\"en-US\"},\"inLanguage\":\"en-US\"},{\"@type\":\"Question\",\"@id\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018213130\",\"position\":6,\"url\":\"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018213130\",\"name\":\"How does Usersnap help with CES surveys?\",\"answerCount\":1,\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Usersnap makes it simple to run CES surveys with customizable templates, different rating options, and fast setup right inside your site or app. All responses go into one dashboard, along with helpful info like the person\u2019s browser or the page they were on. You can spot trends, export results, connect tools like Jira or Slack, and see where customers are hitting roadblocks, so you can fix them quickly.\",\"inLanguage\":\"en-US\"},\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"What is Customer Effort Score (CES)? How to Use It & Questions","description":"Learn how the CES survey can help you understand customer pain points, friction, and bottlenecks to them achieving success with you.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/usersnap.com\/blog\/ces-survey\/","og_locale":"en_US","og_type":"article","og_title":"What is Customer Effort Score (CES)? How to Use It & Questions","og_description":"Learn how the CES survey can help you understand customer pain points, friction, and bottlenecks to them achieving success with you.","og_url":"https:\/\/usersnap.com\/blog\/ces-survey\/","og_site_name":"Usersnap Blog","article_publisher":"https:\/\/www.facebook.com\/usersnap","article_published_time":"2023-06-02T07:05:00+00:00","article_modified_time":"2025-11-13T07:52:01+00:00","og_image":[{"width":1200,"height":630,"url":"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png","type":"image\/png"}],"author":"Cristina Mitu","twitter_card":"summary_large_image","twitter_creator":"@usersnap","twitter_site":"@usersnap","twitter_misc":{"Written by":"Cristina Mitu","Est. reading time":"19 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#article","isPartOf":{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/"},"author":{"name":"Cristina Mitu","@id":"https:\/\/usersnap.com\/blog\/#\/schema\/person\/2009184390c6544738181b3b00c80768"},"headline":"What is Customer Effort Score (CES)? How to Use It &amp; 12 Questions","datePublished":"2023-06-02T07:05:00+00:00","dateModified":"2025-11-13T07:52:01+00:00","mainEntityOfPage":{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/"},"wordCount":3733,"publisher":{"@id":"https:\/\/usersnap.com\/blog\/#organization"},"image":{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#primaryimage"},"thumbnailUrl":"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png","keywords":["ces","ces survey","customer effort score","customer effort score survey","customer feedback","friction","pain points","product management"],"articleSection":["Customer Feedback &amp; Experience","Product Management"],"inLanguage":"en-US"},{"@type":["WebPage","FAQPage"],"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/","url":"https:\/\/usersnap.com\/blog\/ces-survey\/","name":"What is Customer Effort Score (CES)? How to Use It & Questions","isPartOf":{"@id":"https:\/\/usersnap.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#primaryimage"},"image":{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#primaryimage"},"thumbnailUrl":"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png","datePublished":"2023-06-02T07:05:00+00:00","dateModified":"2025-11-13T07:52:01+00:00","description":"Learn how the CES survey can help you understand customer pain points, friction, and bottlenecks to them achieving success with you.","mainEntity":[{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018114423"},{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018126166"},{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018162592"},{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018182640"},{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018201848"},{"@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018213130"}],"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/usersnap.com\/blog\/ces-survey\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#primaryimage","url":"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png","contentUrl":"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2022\/06\/The-CES-survey_-placing-it-across-the-user-journey-to-reduce-friction@1x.png","width":1200,"height":630,"caption":"CES survey representational image on a desktop"},{"@type":"WebSite","@id":"https:\/\/usersnap.com\/blog\/#website","url":"https:\/\/usersnap.com\/blog\/","name":"Usersnap Blog","description":"Learn more about how to collect user feedback and build better products with the magic power of feedback.","publisher":{"@id":"https:\/\/usersnap.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/usersnap.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/usersnap.com\/blog\/#organization","name":"Usersnap","url":"https:\/\/usersnap.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/usersnap.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/usersnap.com\/wp-content\/uploads\/2020\/08\/Usersnap-Updated-Logo.png","contentUrl":"https:\/\/usersnap.com\/wp-content\/uploads\/2020\/08\/Usersnap-Updated-Logo.png","width":136,"height":26,"caption":"Usersnap"},"image":{"@id":"https:\/\/usersnap.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/usersnap","https:\/\/x.com\/usersnap"]},{"@type":"Person","@id":"https:\/\/usersnap.com\/blog\/#\/schema\/person\/2009184390c6544738181b3b00c80768","name":"Cristina Mitu","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/usersnap.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/12\/CristinaGreen-96x96.png","contentUrl":"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2021\/12\/CristinaGreen-96x96.png","caption":"Cristina Mitu"},"url":"https:\/\/usersnap.com\/blog\/author\/cristina-mitu\/"},{"@type":"Question","@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018114423","position":1,"url":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018114423","name":"How do you measure Customer Effort Score (CES)?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"To measure CES, you just ask customers how easy or difficult their recent experience was. If you\u2019re using a number scale, add up all the scores and divide by the number of people who answered. For surveys without numbers, you\u2019ll usually assign a value to each answer or check how many people gave a positive response versus a negative one. That\u2019s how you get your final score.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018126166","position":2,"url":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018126166","name":"When\u2019s the right time to send out a CES survey?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"Send a CES survey right after someone interacts with your product or service\u2014while the experience is still fresh. The best times? After a support chat, a purchase, onboarding, using a self-service tool, or trying a new feature. This way, you quickly spot any pain points and can step in to improve things.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018162592","position":3,"url":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018162592","name":"What counts as a good Customer Effort Score?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"On a 7-point scale, a CES of 5 or above means customers find things fairly easy. If you reach 6 or higher, you\u2019re doing great. If your scores are below 5 again and again, it signals people are having trouble. Track how your CES changes over time\u2014this lets you find and fix high-effort moments.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018182640","position":4,"url":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018182640","name":"What\u2019s the difference between CES and NPS?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"CES focuses on how easy (or hard) a specific interaction was. NPS, however, looks at the big picture\u2014how likely someone is to recommend your company overall. CES helps you remove friction in certain situations, while NPS shows you the overall strength of your customer relationships. They work best when you use both together.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018201848","position":5,"url":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018201848","name":"How does Customer Effort Score affect customer retention?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"CES shows you where customers are running into problems, so you can smooth things out. When people don\u2019t face obstacles, they\u2019re more likely to stay, buy again, and feel good about your company. By making things easier\u2014like better support, clearer communication, and simple processes\u2014you raise your CES, keep customers happy, and reduce churn.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018213130","position":6,"url":"https:\/\/usersnap.com\/blog\/ces-survey\/#faq-question-1763018213130","name":"How does Usersnap help with CES surveys?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"Usersnap makes it simple to run CES surveys with customizable templates, different rating options, and fast setup right inside your site or app. All responses go into one dashboard, along with helpful info like the person\u2019s browser or the page they were on. You can spot trends, export results, connect tools like Jira or Slack, and see where customers are hitting roadblocks, so you can fix them quickly.","inLanguage":"en-US"},"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/posts\/15647","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/users\/76"}],"replies":[{"embeddable":true,"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/comments?post=15647"}],"version-history":[{"count":0,"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/posts\/15647\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/media\/15654"}],"wp:attachment":[{"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/media?parent=15647"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/categories?post=15647"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/usersnap.com\/blog\/wp-json\/wp\/v2\/tags?post=15647"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}