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Customer Effort Score Survey

Measure how easy a customer task felt and pinpoint the steps creating unnecessary friction.

12 questions
3 minute completion
Starter schema
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Preview

Interact with the actual form experience before opening the template in Formspace. Responses entered here are not saved.

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What's included

A quick static summary of the main sections and fields, so visitors can scan the structure before opening the full template.

Task context

Tell us which journey you are reviewing.

4 questions
Includes:

Which experience are you reviewing?, What were you trying to accomplish?, Where did you complete the task?, Were you able to complete the task?.

DropdownLong answerDropdownYes / no

Effort review

Rate the effort involved across the journey.

3 questions
Includes:

Overall, how easy was this task?, How easy was each part?, Rank the issues that would most improve this journey.

RatingMatrix fieldsRanking

Improvement detail

Help the team understand the most important obstacle.

5 questions
Includes:

What stopped you from completing the task?, What made the experience difficult?, What is the single most useful improvement we could make?, May we contact you about this response?, plus 1 more.

Long answerLong answerLong answerYes / no

How to use this template

When to use it

Use this template when you need a structured feedback workflow for SaaS, Ecommerce, Financial services teams. It works best when the response needs enough context for a reviewer to take the next step without sending several follow-up messages.

How to customize it

  • Replace generic labels with language your respondents already use.
  • Move optional questions later in the form so the first page stays easy to complete.
  • Add internal routing notes or tags if different team members handle different response types.
  • Pair scores with one focused follow-up question so your team understands the reason behind the rating.
  • Use ranking questions when priorities matter more than selecting every applicable option.

Example questions

Scan the questions and field types included in the template at a glance.

Dropdown

Which experience are you reviewing?

Long answer

What were you trying to accomplish?

Dropdown

Where did you complete the task?

Yes / no

Were you able to complete the task?

Rating

Overall, how easy was this task?

Matrix fields

How easy was each part?

Ranking

Rank the issues that would most improve this journey

Long answer

What stopped you from completing the task?

Long answer

What made the experience difficult?

Questions about this template

What is the customer effort score survey template for?

A concise customer effort survey for onboarding, support, checkout, or other key journeys with targeted low-score follow-up. It is a good fit for SaaS, Ecommerce, Financial services teams that need a structured feedback workflow.

Can I customize this customer effort score survey template?

Yes. Open it in Formspace to edit questions, pages, logic, branding, publishing settings, notifications, and response handling before sharing it.

What questions are included?

The template includes 12 questions across 3 sections. Example questions include: Which experience are you reviewing?; What were you trying to accomplish?; Where did you complete the task?; Were you able to complete the task?