Customer Interaction Survey

A Customer Effort Survey measures how easy or difficult it is for customers to interact with your business, resolve issues, or complete transactions. By understanding customer effort, businesses can streamline processes, improve service efficiency, and enhance overall customer satisfaction. This survey is particularly relevant for customer support and e-commerce businesses.

Where it is used

  • • Evaluating customer service interactions.
  • • Measuring ease of use in online or in-store transactions.
  • • Improving self-service tools and support channels.

Customer Interaction Survey

1. How easy was it to complete your most recent interaction with our product/service?

2. How much effort did it take to find the information you needed about our product/service?

3. How straightforward was the process of purchasing or subscribing to our product/service?

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4. How easy was it to resolve your issue or get support for our product/service?

5. How likely are you to continue using our product/service because of the ease of interaction?

6. What part of the process felt the most challenging when interacting with our product/service?

7. How easy was it to navigate our website or app for product/service?

8. How clear were the instructions or documentation provided for our product/service?

9. How can we reduce the effort required to use or access our product/service?

10. How would you rate the efficiency of the customer support you received?

Frequently Asked Questions

  • What does a Customer Effort Survey measure?

    It evaluates how easy or difficult it was for a customer to complete a task, such as resolving an issue or making a purchase.

  • Why is customer effort an important metric?

    The less effort a customer has to put in, the more likely they are to remain loyal.

  • What types of interactions should be assessed?

    Support inquiries, website navigation, checkout processes, and self-service tools.

  • How can businesses reduce customer effort?

    By streamlining processes, improving support systems, and enhancing user experience.