Customer Effort Score Survey Template
This form template includes a ready-made Scale field and the standard Customer Effort Score (CES) question, making it easy to get started. In AidaForm’s survey tool, you can quickly customize the design, adjust the question and add any extra questions you need.
If you want to show follow-up questions based on a user’s answer, simply set up Logic Jumps — available on the Expert plan. You can still add the template and explore all settings on the Free plan, and you can contact our support team to activate a 2-week Expert trial.
In the Results section, you will see clear overview diagrams of each question, as well as the automatically calculated value of your Customer Effort Score.
Frequently Asked Questions
What is the Customer Effort Score?
The Customer Effort Score is a metric that shows how much effort a customer had to put in to complete an action — such as getting help, making a purchase or using a feature — and reflects how smooth their experience was.
How do you measure and calculate the Customer Effort Score?
Customers rate their experience on a scale (for example, 1–5 or 1–7). To calculate CES, take the average of all responses — lower scores mean less effort and a better experience.
What is a good Customer Effort Score?
A good CES is typically a low score (under 3), showing that customers found the process easy. The exact benchmark varies by industry, but lower is generally better.
How often should you use a Customer Effort Score survey?
Send it after key interactions — such as support requests, purchases or onboarding steps. Regular, event-based surveys help you spot issues quickly without overwhelming customers.
How do you create a Customer Effort Score survey?
To create a CES survey in AidaForm:
- Add the template. Place the template into your AidaForm account.
- Customize it. Adjust fonts, colors, your logo and any questions you need.
- Publish the form. Share it online and start collecting responses.