Measure how much effort a service interaction took with the standard CES question, capture the friction source and prioritize the fixes that cut customer work.
Quick answer
Measure how much effort a service interaction took with the standard CES question, capture the friction source and prioritize the fixes that cut customer work.
Delighted customers still churn when getting things done is hard. This short survey applies the Customer Effort Score approach — "how easy was it to handle your request?" on a 1–7 scale — followed by one question about what made it hard, so support and service teams can rank friction sources and remove effort, not just chase satisfaction.
Live form preview — fill it in to see how each answer is captured and exported.
Everything you need to run this template.
The 1–7 ease question after one interaction.
Where the effort actually came from.
Label each answer by support channel.
Triggered per request, not per year.
From copy to deliverable in four steps.
Copy the CES survey into your FormLM workspace — free.
Adjust the ease anchors to match your team’s wording.
Trigger it when a request or transaction closes.
Group answers by effort source and fix the top one.
Pick your role — see how it fits your workflow.
Move the team from "resolved" to "resolved easily".
See which flows force customers to work hardest.
Track effort trends per channel and request type.
What makes this template work as a professional deliverable.
A preview of real questions — the full version lets you customize every field.
