Steps to Create a Customer Effort Score Survey (CES)

What is a customer effort score survey (CES)?

Organizations use Customer Effort Score Surveys (CES) to gain insights into the level of effort customers exert when interacting with their products, services, and team. These are typically concise, single-question surveys. They utilize numerical scales to gauge customer perceptions of effort, providing businesses with quantifiable data for further analysis.

Below is a real-life example of a customer effort score survey (CES) created with SurveySense, an online CES survey tool by Marcom Robot‍

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How to create a CES survey with an online customer survey and feedback tool.

Crafting a customer effort score survey using specialized online survey tools like SurveySense typically takes just a few minutes. Top-notch survey tools offer ready-to-use templates for customer effort scoring that you can easily customize.

Another advantage of using tools like SurveySense to create a customer effort score survey is that it comes with a post-survey landing page. Here, respondents can add extra information, adjust their answers, share their email addresses, and more. Similar to the survey itself, this landing page can be personalized according to your preferences.

Another great reason to use SurveySense for your customer effort score survey is that you can send the survey directly from the tool itself. This means you don't have to use additional software to send out the survey, which saves you both time and money.

Finally, SurveySense can alert you and your team in real time of feedback that requires your special attention. You only need to provide the email addresses of the people who need to get notified on specific scores—neutral, good, or bad.

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A step-by-step guide to creating your customer effort score survey with SurveySense by Marcom Robot.

Now, let us walk you through the exact steps you need to take to create your CSAT survey with SurveySense by Marcom Robot.

There are seven steps to creating a customer effort score survey with SurveySense. The whole process takes 3 minutes at maximum.

1. Setup: Select your survey type (CSAT, CES, NPS) and give your survey a name.
2. Content: Edit the headline and message text.
3. Design: Select the font, colors, and emoji.
4. Notifications: Choose who needs to be notified of certain types of responses.
5. Data Collection (Optional): Set up an integration with your CRM or marketing automation platform.
6. Thank You Page: Edit your custom landing page.
7. Finish: Review results and complete the process.

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How to create a customer effort score survey using Excel?

You can use Excel to create customer satisfaction surveys (CSAT), customer effort score (CES) surveys, and net promoter score surveys (NPS) as an alternative to specialized online customer feedback tools. While it’s a feasible option for some organizations, this approach has several limitations:

• Requires significantly more time to setup
• Doesn’t provide a professional look and feel, as well as custom branding options
• Doesn’t provide a post-survey landing page to collect additional information
• Doesn’t provide alerting on certain types of responses and rating
• Doesn’t provide a way to visualize CES score trend out of the box

If you're still curious about learning to create customer effort score surveys using Excel, here’s a great article on that: https://www.free-power-point-templates.com/articles/customer-satisfaction-survey-template-for-excel/

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