What is CES Survey

Customer Effort Score (CES) is a metric used to measure the ease of customer interactions with your products, services, or support. By understanding how much effort customers need to expend to resolve their issues, companies can identify areas for improvement and increase customer satisfaction and loyalty.

How is CES Score calculated?

CES can be calculated using a single question survey that asks customers to rate their experience on a scale. A common question is: “On a scale of 1-7, how easy was it for you to resolve your issue with our company?” The score is then calculated by averaging the responses, with higher scores indicating lower customer effort.



Using MakeForms for creating a CES Survey

  • Click “Create a New Survey” to begin creating your CES survey after signing up and joining in to MakeForms. A template or a fresh start are both acceptable.
  • Customize your survey For example, “On a scale of 1-7, how easy was it for you to address your issue with our company?” may be added using the drag-and-drop editor. You can alter the rating system to reflect your preferences. To obtain extra insights, you can also include different question styles, such as open-ended or multiple-choice inquiries.
  • Style your survey You may tailor the look of your survey to the branding of your company with MakeForms. Pick fonts, colours, and other visual components to give your work a unified, polished appearance.
  • Distribute your survey Once your CES survey is finished, distribute it to your customers using a variety of platforms, including email, social media, and direct website embedding.
  • Analyze your results MakeForms provides advanced features for analyzing your survey results, including real-time reporting, analytics, and response tracking. Use these tools to identify areas where your business can improve customer interactions and streamline the customer experience.


While both CES and Customer Satisfaction Score (CSAT) measure customer satisfaction, they focus on different aspects. CES evaluates the ease of interaction, while CSAT measures overall satisfaction with a product or service. CES is particularly useful in identifying friction points that may not be evident in CSAT surveys, enabling businesses to address specific issues and streamline the customer experience.




Net Promoter Score (NPS) measures customer loyalty and the likelihood of customers recommending your business to others. While CES focuses on ease of interaction, NPS emphasizes the overall relationship between customers and your business. Both metrics are valuable, but they serve different purposes. Companies should use CES to improve customer experiences and NPS to gauge brand loyalty.