CES Survey for Ecommerce
Measure how easy it is for shoppers to browse, buy, and get support.
When to Use
Send after purchase completion, returns, or customer service interactions.
Survey Questions (10)
How easy was it to find the product you wanted?
ScaleHow easy was the checkout process?
ScaleHow easy was it to apply discounts or promo codes?
ScaleHow easy was it to track your order?
ScaleWhich part of the process required the most effort?
Multiple Choice- Finding products
- Comparing options
- Checkout
- Payment
- Tracking/delivery
How easy was it to create or use your account?
ScaleHow easy was it to contact customer support?
ScaleHow easy was the return or exchange process?
ScaleWhat was the most frustrating part of your experience?
Open-EndedHow could we simplify your shopping experience?
Open-EndedBest Practices
- Focus on checkout and returns as highest-effort touchpoints
- Compare effort scores across devices (mobile vs desktop)
- Use results to reduce cart abandonment
- Track effort trends after site changes
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