# Customer effort survey questions

Understand how hard a specific task was for a customer.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. How easy was it to complete your request?

Answer: ____________________

## 2. Which step required the most effort?

Answer: ____________________

## 3. What would have made the process simpler?

Answer: ____________________

## 4. Which information did you have to enter more than once?

Answer: ____________________

## 5. Was it clear who owned the next step?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Tie ease to the specific request the customer completed; overall satisfaction and effort answer different questions.
2. Locate the step creating effort so a process change has a clear target.
3. Invite a simpler route without assuming every required verification step can be removed.
4. Find duplicated information requests, but do not ask respondents to paste account numbers or other private details.
5. Check whether ownership of the next action was explicit; customers may struggle even when each individual form is easy.

Interpretation caution: Anchor the rating to one completed task rather than the whole relationship.