Measure and reduce customer effort with CES surveys

Reduced customer effort is a key driver of customer satisfaction and loyalty, and is also tied to improvements in time-to-resolution for customer service tickets. Use Customer Effort Score survey software to measure customer effort, calculate CES scores, and take action to improve.


Every second, 45 people answer a Delighted survey


Delighted powers 300+ million surveys a year

customer effort score software survey

How to run a world-class customer service team with Delighted CES survey software

Delighted customer effort score software brings together everything you need to run a world-class customer support team, eliminating the hassle of legacy systems and multiple tools.

Create and send CES surveys

Our survey experience is designed to respect your brand and your customers’ time. Your CES survey can be delivered across multiple channels and devices, and in 30+ languages.


Customize CES surveys to your brand and desired insight

Add your logo, customize colors, and create a branded survey page — all in Delighted with zero code. Choose from a 7-point or 5-point rating scale and customize the question to any customer touchpoint where reduced effort is key to the customer’s experience.

customer effort score software customization dashboard
Ask for Feedback

Ask for detailed feedback on their CES survey rating

Let your customers explain why their experience warranted the score they chose with an open ended follow-up question. Add up to 10 follow-up Additional Questions within a single survey flow for a custom CES survey solution.

customer effort score software open-ended survey question

Distribute the CES survey at the right time and place

For high response rates and actionable feedback, trigger your Customer Effort Score surveys to send after key interactions have been completed with the Delighted API. Distribute surveys via multiple channels: choose from options like web, link, and email surveys. Customers answer directly within the channel.

customer effort score software distribution channels

Personalize the Thank You page based on survey score

Engage customers based on their rating with a customizable Thank You message. For example, if someone finds an interaction frustrating, let them know you’ll work on it and reach out to find out more.

customer effort score software thank you message

Measure and analyze CES survey results with a deceptively simple CES dashboard

Visualize your feedback for easy reporting and analysis. Understand where the pain points in your customer experience are, so you can improve those touchpoints and monitor the impact of your changes.


View feedback in real time

  • See all of your Customer Effort Score feedback in your customers’ own words — in real time.
  • Identify the most difficult support requests to resolve and track agent performance over time.
  • Segment the responses with keyword searches and properties you associate to the customer.
  • Measure multiple service centers and support tiers, all within a single dashboard.
customer effort score software dashboard

Calculate, benchmark, and track CES scores

customer effort score software reporting

Analyze CES feedback and uncover actionable insights

  • Summarize and compare all your CES survey results by agent performance, geography, and more with the Pivot Table Report.
  • Uncover where numerous required replies and long resolution times hinder agents and customers.
  • Automatically surface commonly used keywords in the feedback to uncover insights at scale.
customer effort score software reporting chart

Track CES survey performance and improve response rates

  • Monitor how each of your CES survey distribution channels perform (email, web, link).
  • Figure out which channels you may need to optimize further to increase your survey response rates.
customer effort score software response tracking

Discover CES keywords and Trends with Smart Trends

  • Keywords and Trends are automatically suggested based on your verbatim CES feedback through Delighted’s Smart Trends built-in AI capability.
  • Let Smart Trends surface key understandings on your behalf to free up time for action-planning at scale.
customer effort score software smart trends

Join 75,000+ of the world's most beloved brands

Improve your Customer Effort Score with feedback-informed decisions

Collecting feedback is just the tip of the iceberg. Delighted takes care of the heavy lifting so you can easily act on CES insights.


Automate using your help desk

Automatically trigger surveys when support cases are closed with the Delighted API. We integrate with every popular help desk including Zendesk, Desk, Help Scout, and many more. Pipe the open-ended feedback and scores back into your existing toolset as well, so your entire team can keep an eye on customer sentiment.

customer effort score software integrations

Empower your team with awareness and insights

Get your entire team involved with improving customer experiences. Add unlimited team members, control permissions, set up email digests, send smart Alerts to specific team members, and collaborate with Notes. Route responses to your support and product teams so everyone can proactively take action and close the loop.

customer effort score Alerts feature

Boost conversions with Delighted Testimonials

Customer service is a compelling brand differentiator. Publish feedback on your website with our Testimonials widget, and prove that you have a track record of stellar customer care.

customer effort score software testimonial

You don’t have to take our word for it

Delighted helps some of the world’s most coveted brands gather actionable feedback from their customers.

“Everyone at Bonobos needs a direct line to customers for feedback. I know that due to Delighted, we avoided disaster.”
“Every time we open up Delighted we find a new way to improve, which at the end of the day is why we are doing this.”
“You need users’ thoughtful, raw feedback to correct and improve experiences for all customers in the future.”