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Customer Effort Score (CES) Template
Free customer effort score template with survey design, scoring methodology, analysis framework, and action planning.
Updated 2026-03-05
Customer Effort Score (CES)
| # | Item | Value (1-10) | Effort (1-10) | Score | Priority | Owner | |
|---|---|---|---|---|---|---|---|
| 1 | 3.0 | ||||||
| 2 | 2.5 | ||||||
| 3 | 1.8 | ||||||
| 4 | 1.2 | ||||||
| 5 | 1.1 |
#1
3.0
#2
2.5
#3
1.8
#4
1.2
#5
1.1
Edit the values above to try it with your own data. Your changes are saved locally.
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Frequently Asked Questions
What is a good CES score?+
On a 7-point scale, a CES of 5.5+ indicates a low-effort experience. Scores between 4.0 and 5.5 are average. Below 4.0 signals a high-effort experience that is likely driving churn. Industry benchmarks vary, but SaaS onboarding flows average around 4.8 and support interactions average around 5.2.
How many responses do I need for a reliable CES score?+
At minimum, 100 responses per touchpoint gives you a margin of error of about +/- 0.5 points on a 7-point scale. For segmentation analysis (by cohort, plan, or channel), you need 50+ responses per segment. Below 30 responses, treat the score as directional rather than precise.
Should I use a 5-point or 7-point scale?+
The 7-point scale is the industry standard and provides better granularity. The original CEB/Gartner research used a 7-point Likert scale. Some tools default to a 5-point scale, which compresses the middle range and makes it harder to detect improvements. Stick with 7 points.
How often should I re-measure CES?+
CES is best measured continuously (every user who completes the task gets surveyed, subject to frequency caps). Report trends monthly. If you ship a fix targeting a specific touchpoint, compare the 30-day CES before and after the change to measure impact. Quarterly reviews are too infrequent for a metric designed to be tactical.
Can CES predict churn?+
Yes. Gartner's original research found that 96% of customers who reported a high-effort experience were more likely to be disloyal, compared to only 9% of those who reported low effort. In SaaS, high CES on onboarding correlates strongly with activation failure and first-90-day churn. Track the correlation between CES scores and your [churn rate](/metrics/customer-churn-rate) to quantify the relationship for your product. ---
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