Customer Effort Score (CES) Survey Templates

Overview of CES Survey Templates

A CES survey typically includes one primary question using a scale (e.g., 1–7 or 1–5), asking how easy it is for customers to interact with your company, plus an optional quantitative question to gather in-depth feedback. By using a customer effort score survey template, businesses can consistently measure how effortless or difficult customers find key touchpoints like checkout flows, support interactions, or onboarding processes. The primary objective is to identify friction points and improve service delivery. 

Claspo’s pre-designed CES survey templates streamline this process by offering customizable, ready-to-deploy forms that help teams collect actionable feedback and enhance overall customer satisfaction and retention. Templates are available in various layouts, including:

• Pop-up surveys triggered by user actions
• Slide-in or floating surveys for use on support and FAQ pages
• Inline survey forms embedded on web pages
• Multi-step CES surveys (score + follow-up) include a two-step form – first the CES rating question, and then a second optional question asking why they gave that score or how you can improve

These template layouts allow for flexible placement across websites, depending on where customer interaction occurs.

Customer Effort Score Survey Templates Features

1. Pre-Structured Question Layouts: Templates include the standard CES question format: “How easy was it to resolve your issue today?” with a numeric scale. Editable text fields allow you to adjust content for different stages of the customer journey.
2. Customizable Form Design: Modify fonts, colors, branding, and scale types. Templates support light and dark themes and include options for open comment fields to collect qualitative feedback.
3. Device-Responsive Templates: Every survey template is fully responsive and tested for consistent display across mobile, tablet, and desktop devices.
4. Logic and Routing Options: Include follow-up logic based on responses. For example, show a comment box if the user selects a low score. This logic is pre-built into many templates and can be adjusted through the no-code editor.
5. Integration Support: Templates can be connected to tools like HubSpot, Intercom, Salesforce, or Google Sheets. This enables automatic data collection and analysis.

Key Questions You Can Answer with CES Survey Templates

In addition to tracking general satisfaction trends, CES surveys help answer targeted operational questions. Here are three practical examples:

Do customers find it difficult to complete a purchase?
Send a CES survey immediately after a customer completes a purchase on your website. Their feedback will reveal how simple — or complicated — the buying process felt. If multiple respondents indicate high effort, you may need to streamline certain steps in the checkout flow, simplify payment options, or clarify delivery information.

Is our customer support experience effortless?
Deploy CES surveys after customer support interactions (such as live chats, support tickets, or phone calls). This is especially useful for evaluating service efficiency and clarity. If customers report high effort, it could point to long wait times, ineffective resolutions, or poor communication — issues that can be addressed with training or process updates.

Is the product experience intuitive and user-friendly?
Use CES surveys after onboarding or feature adoption milestones (e.g., account creation or using a new tool). Responses will help determine whether users can navigate your product without frustration. Over time, tracking CES in these contexts allows product and UX teams to validate whether design updates are actually improving usability.

Use Cases for CES Templates

Marketers can deploy customer effort score survey templates wherever understanding ease-of-experience is critical. Here are several use cases where a CES survey template can provide valuable insights:

• Post-Purchase Feedback: After a customer completes a purchase on an e-commerce site, trigger a CES survey to ask how easy the buying process was. This helps you evaluate the checkout flow, payment process, and any other aspect of the transaction from the user’s perspective.
• After Customer Support Interaction: Send a CES survey following the resolution of a support ticket, live chat, or phone call. The question could be phrased like, “How easy was it to get your issue resolved today?” Measuring effort in support interactions shows whether your customer service processes are truly customer-friendly.
• User Onboarding and Product Adoption: In SaaS or software products, deploy a CES survey during or after onboarding new users (or when introducing a new feature). For example, if a user has just completed the setup tutorial or used a feature for the first time, ask how easy that experience was.
• Website Navigation and Content Access: Use an embedded CES survey on key pages (like your knowledge base, pricing page, or account dashboard) to learn if visitors find the information they need easily. For instance, after a visitor uses your site’s search or browses the help center, a quick CES question (“Was it easy to find what you were looking for on our site?”) can highlight navigational pain points.
• Periodic Customer Experience Check-ins: Some companies trigger CES surveys on a periodic basis (quarterly or after specific milestones) to gauge overall ease-of-doing-business. For example, after 90 days of using a service, a customer might be asked, “How easy has it been to accomplish your goals with [Product/Company] so far?”
• Account Closure Forms: Helps identify churn reasons with minimal user friction.

Claspo Features to Create and Launch Customer Effort Score Surveys in a Few Clicks

Claspo provides a range of features that enable marketers to create CES survey templates quickly, customize them fully, and integrate them into any website or workflow – all without writing a single line of code. Below are some standout Claspo platform features that make it an ideal tool for implementing Customer Effort Score surveys:

• No-Code Drag-and-Drop Builder: Claspo’s intuitive editor lets you build and modify survey forms with ease. Simply drag and drop form elements (rating scales, text fields, buttons, etc.) to create the perfect CES survey. You can add your question, choose the response scale (e.g. 1–5 or emojis), and even include a follow-up comment field. You can customize every aspect of your CES survey widget – colors, fonts, text, and even add your logo – to ensure it blends seamlessly with your website or app design. 
• Pre-Designed Templates Library: Claspo offers an extensive library of pre-designed templates, including CES surveys and other feedback forms. These CES survey templates follow best practices for layout and wording, so you have a head start.
• Advanced Targeting and Triggers: Claspo’s trigger and targeting settings allow you to show CES surveys at optimal moments. You can set surveys to appear after specific events or user actions – for example, after a purchase is completed, after a user spends 30 seconds on a page, or when an exit intent is detected. You can also target by user behavior or attributes, showing the survey only to relevant segments (such as returning customers vs. new visitors). This level of targeting ensures customers receive the CES survey when it’s contextually relevant, which increases response quality.
• Seamless Integrations: The platform integrates with a wide array of marketing and analytics tools, so your CES survey data flows wherever you need it. Claspo offers built-in integrations with popular services like Mailchimp, HubSpot, Salesforce, Shopify, WordPress, Zapier, Pipedrive, and many more. 
• Analytics and Insights Dashboard: Claspo provides analytics so you can monitor your CES survey performance at a glance. You can even identify top-performing widgets if you run multiple surveys. For optimization, Claspo includes A/B testing capabilities – you can run experiments with different survey wording, design, or trigger conditions to see which yields higher response rates or better scores.
• Mobile-Friendly and Multilingual: All Claspo forms and pop-ups are responsive by default, so your CES survey will display and function perfectly on mobile devices, tablets, and desktops. This is crucial, as many customers may complete your survey on their phone. Additionally, Claspo supports multilingual content, meaning you can create the survey in any language or multiple languages to cater to your audience. 

More Claspo Templates to Measure Customer Experience

In addition to Customer Effort Score (CES) survey templates, Claspo also offers a range of other pre-built survey templates to support your customer feedback strategy. The customer exit survey template is ideal for gathering insights from users who choose to cancel, unsubscribe, or leave your service—helping identify patterns and prevent future churn. NPS survey templates (Net Promoter Score) allow you to measure customer loyalty and the likelihood of referrals through a simple 0–10 rating system. For evaluating overall satisfaction with a specific experience, CSAT survey templates (Customer Satisfaction Score) provide a quick and effective way to gauge how well your product, service, or interaction met user expectations. Each template is fully customizable, mobile-responsive, and designed for fast deployment.