Free Customer Effort Score Template
Measure Customer Effort Score with a CES Survey
Find out if your product is easy to use — or silently frustrating customers
Use this free CES survey template to measure effort after support, onboarding, or feature usage. Low effort = high retention. Ready in minutes.
No credit card required
What's in this CES survey template
How easy was it to [complete task / resolve your issue]?
Rating Scale (1-5)
1 = Very difficult, 5 = Very easy
Was your issue fully resolved?
Single Choice
Yes, completely · Partially · No, still unresolved
How responsive was our team?
Single Choice
Very fast · Reasonable · Slow · Very slow
How could we have made this easier for you?
Open Text
Free-form text for actionable feedback
How Customer Effort Score works
CES measures how much effort a customer had to put in to accomplish a task. Lower effort means higher loyalty. Customers rate their experience on a scale:
Low Effort (4-5)
Easy interactions. These customers are 94% more likely to repurchase and unlikely to churn.
Moderate Effort (3)
Neutral zone. The interaction wasn't painful but wasn't effortless either. Room to improve.
High Effort (1-2)
Frustrating experiences. 96% of high-effort customers become disloyal. Fix these first.
Your CES = Average of all effort ratings
A CES of 4+ out of 5 is generally considered good. Track trends over time.
Who should use this CES template
Support Teams
Measure effort after every ticket. Find which issue types cause the most friction and fix your processes.
Product Teams
Track effort for key workflows like onboarding, setup, and core features. Reduce friction where it matters.
Customer Success
Monitor effort across the customer journey. High-effort touchpoints predict churn before it happens.
UX Researchers
Quantify usability with real user data. Combine CES with qualitative feedback for complete insight.
Frequently Asked Questions
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