Therefore, measuring customer effort (CES survey) is recommended for all companies that constantly improve the quality of their services and products and expand the number of customers.
Customer Effort Score website survey – questions
Customer Effort Score research is simple – it usually comes down to a fundamental customer effort question, which may be: How much effort did it cost you to use [feature name]? How much effort did it cost you to make a currency transfer?
This simple question will help you discover why your customers are reluctant to use certain features and then change them as suggested by the users. The advantages of conducting a Customer Effort Score pop-up survey and, in general – measuring customer effort include:
- simplicity and low cost of testing,
- the possibility of publishing the survey on any website, as well as subpages,
- no need to involve the IT department in making changes to the content of the survey,
- gathering the CES survey results in one place, straightforward analysis, and concluding changes for the better.