25 Questions for a Travel Agency Customer Satisfaction Survey Free survey template
Customer effort score survey template. Ten questions on how hard it was to get help.
Ask customers who contacted you how easy it was to get their issue handled, through which channel, whether it is resolved and what got in the way. Copy the survey, put your company’s name in place of [Company] and send the link when a ticket or chat closes.
Free plan: 100 responses a month and up to 50 surveys, no credit card.
The template’s real survey on a phone.
- 10 ready questionsAbout 2 min on a phone.
- Yours to changeQuestions, answers and logic.
- A ready reportA chart for every closed question.
- Export on every planCSV, Excel and SPSS.
A resolved issue can still cost the customer three calls. Ask how much effort it took, and remove the step that made them try again.
The 10 CES survey questions in this template.
In the order customers meet them. Two logic rules skip what does not apply, and you can change any question.
The effort score
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[Company] made it easy for me to handle my issue.
Why ask it. The CES question: a statement on a seven-point agreement scale. The share of customers who agree is your Customer Effort Score.
The contact
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What did you contact us about?
Why ask it. Ties every score to a reason, so you see which requests take the most effort. Replace the six reasons with your own.
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How did you contact us?
Why ask it. Compares channels for the same kind of request. Customers who only used the help center skip the agent rating.
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How would you rate the person who helped you?
Why ask it. Separates the person from the process. A high agent rating next to a low effort score points at rules or tools, not at the team.
Resolution
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Is your issue resolved?
Why ask it. Easy and resolved are not the same thing. Customers who answer “Yes, fully” skip the next question.
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What is still unresolved?
Why ask it. Asked only when something is still open, so your team knows exactly what to follow up on.
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How many times did you contact us about this?
Why ask it. Repeat contacts are effort you can count. Track the share of customers who had to come back. Customers who only used the help center have an answer of their own, so they don’t blur the count.
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How long did it take to get an answer that helped?
Why ask it. Time to a useful answer, not to the first reply. Put it next to your own response-time numbers.
What got in the way
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What, if anything, made it harder than it should have been?
Why ask it. Names the friction: waiting, repeating, transfers, unclear answers. The option ticked most often is your first fix.
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What one thing would make this easier next time?
Why ask it. One change from each customer, in their words. Count the ideas that repeat.
How to run a CES survey from this template.
- 1
Copy the template
Click “Use this template” and create a free account or log in. The survey is copied to your account with all ten questions and both logic rules. The copy waits in your survey list as a draft.
- 2
Make it yours
Put your company’s name in place of [Company], and list your own contact reasons and support channels in questions two and three.
- 3
Send it when the contact ends
Paste the link into the message that closes the ticket or chat, or into a follow-up e-mail. On Basic and higher plans, add the ticket number to the link as a hidden field.
- 4
Read the report
Every closed question gets a chart. Share a read-only report link with the support team or export the answers.
How to read CES survey results.
Your CES score
Add up the Somewhat agree, Agree and Strongly agree answers to the first question and divide by all answers. That share is your CES. Compare it month to month.
Where effort piles up
On Basic and higher plans, filter the score by contact reason or by channel to see which requests and which channels make customers work hardest.
What to fix
The friction checklist and the open answers name the cause. Export everything to Excel, CSV or SPSS on any plan and take it to the support lead.
How to get more customers to answer.
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Ask right after the contact
Send the link when the ticket or chat closes, while the customer still remembers each step.
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Keep it short
The survey takes about two minutes, short enough for a support follow-up. Delete any question your team will not act on.
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Follow up on what is open
Turn on e-mail notifications for new answers, on every plan, so the team reads “What is still unresolved?” the same day.
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One survey for every channel
Send the same survey after chat, e-mail and phone contacts, so the channel scores compare.
More CES survey questions you can add.
Not in the template. Add any of them in the builder in a few clicks.
Self-service
- Did you look for the answer in our help center first?
- How easy was it to find what you needed on our site?
- Why didn’t the help center answer your question?
The person who helped
- Did the person who helped you understand your issue?
- Did you get a clear explanation of the next steps?
- How would you rate their knowledge of the product?
Beyond support
- How easy was it to place your order?
- How easy was it to return a product?
- How easy was it to change your account settings?
Free tools for your results
- CES calculatorThe average on the 1–7 scale. The calculator counts 1 as the easiest, so enter Strongly agree as 1 and Strongly disagree as 7.
- Rating average calculatorThe average and spread of the 1–5 star rating for the person who helped.
- Response rate calculatorThe share of customers who answer after their ticket closes.
- Customer Effort Score (CES)What CES measures, how the question is worded and how to calculate the score.
More templates
Questions about this template
What is a customer effort score survey?
A short survey sent after a customer contacts support or completes a task. Its main question asks how easy the company made it, and the answers give the Customer Effort Score. This template adds the reason for the contact, the channel, whether the issue is resolved and what made it harder.
How do I calculate CES?
With a seven-point agreement scale, count the Somewhat agree, Agree and Strongly agree answers to the first question and divide by all answers. You can also report the average on the 1–7 scale: the free CES calculator works it out from the answer counts in your report.
When should I send a CES survey?
Right after an interaction: a closed ticket, a chat, a call, a return. Effort is about one experience, so ask while the customer remembers it.
How is CES different from CSAT and NPS?
CSAT asks how satisfied the customer is, NPS how likely they are to recommend you, and CES how easy it was to get something done. CES fits best after support contacts and other single tasks.
Can I link answers to a ticket or an agent?
Yes, on Basic and higher plans: add the ticket number or the agent’s name to the survey link as a hidden field, and it is saved with each answer. Every new account starts with a 14-day Premium trial that includes it.
Find the step that makes customers try twice.
Put your name in the survey, send the link when the next ticket closes and fix what customers name most often.