Product CES Survey Template

Questions in the Product CES Survey Template

This section covers key Product Customer Effort Score Survey Template questions designed to gauge customer effort in resolving issues and identify improvement areas. These insights help refine support experiences and boost customer satisfaction.

1. To what extent do you agree or disagree with the following statement? (The company made it easy for me to resolve my issues.)

• Strongly Disagree

• Disagree

• Somewhat Disagree

• Neutral

• Somewhat Agree

• Agree, Strongly Agree

This question directly measures customer effort by assessing how easy (or hard) it was for customers to get their issues resolved. When customer effort scores are low, it means customers found the process simple and frustration-free, boosting customer loyalty. If scores are higher, it flags an area where customers feel there’s room for improvement, helping you make interactions more seamless and reduce customer effort.

1. What do you suggest we could do better?

• Faster Customer Support

• Live Chat Availability

• More Help in Issue

This open-ended question invites honest suggestions, showing customers their feedback is valued. Each option points to a specific support area where improvements could make a big difference—like faster help, more convenient chat options, or additional guidance. Insights here are powerful for shaping a positive experience and boosting customer loyalty by aligning support with what customers actually need.

Customizing the Questions in the Product CES Survey Template

Customizing the Product CES Survey Templates provides a tailored approach to understanding how easy it is for customers to use and resolve issues with your specific products. By fine-tuning these two core CES survey questions, you can gather highly relevant insights into product-specific pain points, enabling teams to make targeted improvements that enhance customer satisfaction and boost loyalty. Here’s how to personalize each question for maximum impact.

1. Customizing the Product Effort Question

Original Question: “To what extent do you agree or disagree with the following statement? (The company made it easy for me to resolve my issues.)”

• Customization Tips:

  • Add Context for Product-Specific Interactions: Adjust this customer effort score survey question to focus on the ease of using or troubleshooting the product itself. For instance, “Using [Product Name] made it easy to resolve my issue.” This customization targets product usability, providing insights into how well the product design and features support a positive customer experience.

  • Personalize Based on Support Channels: If the product involves specialized support channels (like in-app help or live chat), tailor the question to capture the experience with that specific support, such as “Our in-app support for [Product Name] made it easy to resolve my issue.” This gives a clear view of how effective each channel is in reducing customer effort.

  • Reflect Brand Voice for Connection: Modifying the tone to fit your brand’s voice can encourage responses that feel more authentic. A friendly option like “Did our product make solving your issue easy?” may make the question more approachable, boosting completion rates and yielding more genuine customer feedback.

2. Customizing the Product Improvement Suggestions Question

Original Question: “What do you suggest we could do better?” with options like “Faster Customer Support,” “Live Chat Availability,” and “More Help in Issue.”

• Customization Tips:

  • Adjust Options to Match Product Needs: Modify the response options to better fit the product context. For example, add choices like “More Self-Help Guides for [Product Name]” or “Improved In-App Support.” Custom options make it easier for customers to provide specific interactions and actionable feedback, which can help identify areas where product support can evolve to meet customer expectations.

  • Allow Open-Ended Answers for In-Depth Product Feedback: For valuable customers or complex products, leave this question open-ended to capture detailed feedback on how to improve product functionality or ease of use. This often reveals unique pain points in customer effort that may not have been previously considered, giving you actionable insights to refine the product experience.

  • Follow-Up for Specific Improvement Suggestions: Adding a follow-up question like “What specific features would make [Product Name] easier to use?” lets you pinpoint customer desires, making it easier to create a hassle-free product experience that addresses the specific challenges customers face with your product.

Additional Questions in the Product CES Survey Template

Enhancing your Product CES Survey Template with these additional questions can provide deeper insights into customer satisfaction, ease of use, and support quality. Each question here tackles a unique aspect of the customer journey, helping you pinpoint exactly where to focus efforts for a more seamless and rewarding product experience.

• Edit the Template: Begin by editing the template to align with your product’s context. Modify any default questions to better fit the experiences and issues relevant to your product. Tailoring each question ensures the survey captures valuable data that is specific to your goals.

• Customize for Specific Needs: Personalize the template to make it uniquely yours by applying the following customizations:

  • White-Label Branding: Add your company logo and brand colors to keep the survey aligned with your brand identity.

  • Tailor Questions for Product Feedback: Adapt questions to directly address product-specific pain points, usability, and support needs.

  • Apply Survey Logic: Use survey logic to guide customers through questions based on their previous answers, creating a more tailored and relevant experience.

  • Adjust Theme and Design: Ensure the survey’s look and feel align with your brand’s style, making it more appealing and consistent with other brand touchpoints.

  • Multi-Language Options: Zonka Feedback supports multiple languages, allowing you to reach a diverse audience and improve completion rates by offering the survey in the customer’s preferred language.

• Preview the Survey: Before launching, use preview feature to see how your survey will appear to respondents. This step helps ensure all survey elements, including branding, survey logic, and design, are working as intended, offering a user-friendly experience.

• Prepare for Distribution: Maximize response rates by distributing the Product CES Survey across multiple channels. Zonka Feedback offers several options:

  • Email: Send personalized surveys directly to customers’ inboxes for a targeted approach.

  • Website & Web Apps: Embed the survey within your website or app, capturing feedback while customers engage with your product.

  • SMS: Reach customers on-the-go by sending the survey link via SMS for convenient, quick responses.

  • Live Chat: Trigger surveys in real-time through live chat interactions to get immediate feedback on customer effort.

  • Helpdesk Platforms or Customer Support Portals: Send surveys after support interactions to assess customer satisfaction and effort in resolving issues.

• Monitor Responses and Analytics: Zonka Feedback provides real-time analytics to track survey results and customer effort scores. Use the survey data to monitor response rates, identify trends, and spot areas needing improvement. Analytics also enable you to track customer loyalty and satisfaction over time, providing insights into your customer journey.

• Automate Workflow: To streamline response handling, set up automated workflows in Zonka Feedback. Trigger follow-ups or notifications based on CES scores or customer responses. For example, flag high-effort responses for immediate action, ensuring that feedback is promptly addressed and allowing your team to focus on meaningful improvements that support customer satisfaction.

• Act and Close the Loop: Taking action on feedback is essential to improving the customer experience:

  • Respond to Feedback: Acknowledge feedback with follow-up messages that thank customers or address specific issues, reducing customer effort and boosting satisfaction.

  • Collaborate Across Teams: Share insights with departments like product, support, and development so they can work on specific pain points holistically, improving product usability and creating a hassle-free experience.

  • Assign and Track Tasks: Assign tasks based on feedback and track them through Zonka Feedback to ensure every response is addressed, creating meaningful improvements in the customer journey.