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Customer Effort Score Website Survey

Are you sure that all functions available on your website or in your product are intuitive and understandable for customers? Sometimes businesses don’t realise how much effort it costs to use certain e-commerce features or services.

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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.

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Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Polska

Startquestion allowed us to guarantee the anonymity of the survey to our employees. The ability to automatically send reminders to complete the study helped us collect the results – without them, we would certainly not have achieved such a high response rate.


Sebastian Srebnicki

Project Manager at Innogy

The key to the Voice of Customer project’s success is integrating the client’s internal systems with the online research software. The first experience with the system was so encouraging that Medicover Poland decided to transfer all the conducted research to the Startquestion platform.


Beata Dąbrowska

Coordinator of Market Research and Analysis at Medicover Poland