← Customer experience
Customer effort (CES)
"How easy was it?" after sign-up, a payment, a return or a support request.
The questions
- 01How easy was it to get what you needed today?ease
- 02What was the hardest part?comment
More for customer experience
NPS (relationship)The classic Net Promoter question with a "why", sent every quarter to all customers.NPS after a purchase or visitNPS tied to one interaction, with the order or visit id from the link.CSAT after supportSent when a support ticket closes: satisfied? resolved? agent rating.Cancellation reasonWhy customers leave, and what might bring them back.Onboarding check-inA week or a month in: are new customers getting value, and what is in the way?Win/loss surveyAsk prospects why they chose you, or did not: price, features, trust, timing.