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Customer Effort ScoreYour customers are working harder than they should.
Most companies only find out when it's too late.

96% of customers who have a high-effort experience become disloyal — not because of your product, but because you made it hard to get help or resolve a problem. Surveyxact measures effort at every touchpoint and turns the signal into action before customers walk.
High effort = high cost
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Trusted by B2B, B2C and public organisations across Europe

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Why effort data rarely leads to improvementKnowing customers struggled is not the same as fixing it

Most organisations that measure CES end up with a score and not much else. The problem is structural — not a lack of data.
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The score arrives. The friction stays.

You get a CES score in support. It lands in a dashboard. The account manager who met the customer last week doesn't know. Six weeks later, the customer doesn't renew — and cites "too many hassles" on the way out.
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An average score hides where the actual problem is

Only 1 in 26 unhappy customers actively says something. The rest disengage quietly — and a CES programme without alerts and ownership can't catch them in time.
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Customers who struggled don't call to complain. They leave quietly.

Most NPS setups report backwards. You see that customers left — you don't get warned that they're about to. The signal was there. The alert wasn't.
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What the research showsHigh effort has consequences. Here's what the research shows.

Minimize friction

More likely to become disloyal after a high-effort experience — even if broadly satisfied with your product

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The silent churn

Unhappy customers who actually complain. The rest leave silently — and take others with them

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High effort = high cost

Of customers with high-effort experiences spread negative word-of-mouth. The cost doesn't stop when they leave — it compounds

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Most programmes document friction. This one removes it.

Surveyxact doesn't just show you where customers are struggling. It puts the right signal in front of the right person — automatically, at the right moment.
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Map your friction touchpoints and configure alerts
Choose which touchpoints to measure and set alert thresholds. Assign the right people to receive alerts — ready-made CES and CSAT templates with question logic are pre-loaded.
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Surveys trigger automatically at the right moment
Surveys fire the moment an interaction ends — case closed, onboarding done, delivery confirmed. Adaptive logic keeps them short, sent from your own domain.
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Friction signals reach the people who can remove them
Account managers see their portfolio. CX leadership sees patterns across segments. Alerts fire in real time — friction gets removed, not documented in a quarterly slide.

Not just another survey tool Find out where your customers are struggling
— while you can still do something about it.

In 30 minutes, we'll walk through what a CES programme looks like for your specific touchpoints - real alert logic, real dashboards. No commitment.
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Live walkthrough of your touchpoint setup
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We'll show you what the alerts look like in practice
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The Surveyxact difference The score is the starting point.
What happens next is where most programmes fail.

Most CES tools stop at the number. Surveyxact is built around everything that comes after — the alert, the follow-up, the right person, at the right moment.
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Other tools measure effort. Surveyxact helps you reduce it.

What CES needs to deliver
Generic survey tools
Surveyxact
Trigger-based sending (not scheduled)
Manual scheduling only
Automated at each touchpoint interaction through API
Dynamic follow-up questions
Open text only
Contextual follow-up based on score and touchpoint
Effort broken down by touchpoint
One overall score
Support, onboarding, delivery, renewal — separately
Revenue-weighted alerts
Generic alerts only
Prioritised by account size and commercial weight
CES + CSAT in one programme
One metric at a time
Effort and satisfaction measured together
Close-the-loop workflow built in
Manual — if remembered
Structured follow-up, not ad hoc
Governance model with defined roles
Build your own process
Pre-configured — who sees what, who acts when
Ramboll methodology and templates
Generic question libraries
Best-practice from hundreds of programmes
Ready to run in weeks
Months of setup
Pre-configured concepts, live in weeks

Book a free demo Find out where your customers are struggling — while you can still do something about it.

In 30 minutes, we'll walk through what a CES programme looks like for your specific touchpoints — real alert logic, real dashboards. No commitment.
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Live walkthrough of your touchpoint setup
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We'll show you what the alerts look like in practice

FAQFrequently asked questions

Can't find the answer you're looking for? Reach out to us and we'll help you discover how CES measurements can uncover friction points, improve customer experiences, and support your business objectives.
Talk to us
What is CES (Customer Effort Score)?
CES measures how easy it was for a customer to interact with your company — after a support case, delivery, or onboarding. Customers rate the effort required on a scale of 1–5 A high score means low effort. CES is one of the strongest predictors of loyalty and churn available — more predictive of repurchase behaviour than satisfaction alone. The research is clear: reducing effort is more effective at building loyalty than trying to delight customers.
CSAT measures satisfaction at a specific interaction. NPS measures overall loyalty and likelihood to recommend. CES measures how much effort a customer had to exert. A customer can be satisfied despite having worked hard — CSAT won't surface that. CES will. SurveyXact supports all three as part of one integrated programme.
On a 1–5 scale, scores above the midpoint signal low effort — scores well below it signal friction that needs attention. But the absolute number matters less than the touchpoint and the trend. An acceptable overall average can hide a critical problem at one specific touchpoint. SurveyXact dashboards are built to surface those patterns, not just the average.
CES works best at transactional touchpoints where customers need to accomplish something: after a support case closes, when onboarding completes, when a delivery is confirmed, or at contract renewal. SurveyXact triggers surveys automatically at each of these moments. The moment a high-effort score comes in, SurveyXact sends an alert to the right person — the account owner, not a generic inbox. A dynamic follow-up question has already captured what specifically caused the friction. From there, the close-the-loop workflow starts — a structured process for following up with the customer, acknowledging the issue, and confirming what's been done.
Response rates depend on timing, relevance, and trust. Surveys are triggered immediately after the interaction — when the experience is fresh. Adaptive logic keeps them short. And surveys are sent from your own domain with your own branding, so customers know who is asking and why. In B2B, the relationship with the sender matters as much as the survey design.
Yes. Surveyxact is ISO 27001-certified and fully GDPR-compliant with all data processing within the EU. The data processing agreement is ready for procurement review — no months of legal back-and-forth required.

Expert guidance with full compliance

Expert support from real people

When you write or call, you reach a Surveyxact expert who works in the tool every day. No chatbot queues, no scripted replies — just practical help from someone who knows the platform inside out and answers fast. 

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Compliance at Surveyxact

Secure data handling and equal access are at the core of what we do. From GDPR and web accessibility to ISO certification, we help you meet legal requirements and international standards with confidence.
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