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Customer Experience

Ecommerce Checkout Customer Effort Score (CES) Survey

Measures perceived effort across each stage of the online checkout journey using the standard CES framework. Designed for ecommerce teams seeking to identify specific friction points, prioritize UX improvements, and track effort reduction over time.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全22問・約10分
Q01
メッセージ

Welcome, and thank you for participating in this survey about your most recent order with us. This survey takes approximately 10 minutes. Your responses are confidential and will be reported only in aggregate to help us improve the ordering experience. There are no right or wrong answers — we simply want your honest opinions. Participation is voluntary, and you may stop at any time. Please answer all questions based on your most recent order.

Q02
選択式

When was your most recent purchase with us?

  • Within the last 7 days
  • 8–30 days ago
  • 31–90 days ago
  • More than 90 days ago
  • Not sure
Q03
オピニオンスケール

To what extent do you agree with the following statement: It was easy to place my order.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q04
オピニオンスケール

How easy or difficult was it to search for and find the item you wanted?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q05
選択式

Which of the following, if any, caused friction during your order? Select all that apply.

  • Slow pages or app lag
  • Navigation was hard to use
  • Filters were hard to use
  • Item went out of stock after selection
  • Promo code did not apply
  • Shipping costs were unclear
  • Unexpected fees at checkout
  • Preferred payment method not available
  • Sign-in or password problems
  • Form errors or had to re-enter information
  • Delivery dates were unclear
  • None of the above
Q06
オピニオンスケール

How likely are you to order from us again in the next 3 months?

スケール: 1 – 7
最小:Very unlikely最大:Very likely
Q07
自由回答（長文）

Based on your responses in this survey, is there anything else you'd like to share about your ordering experience?

Q08
プルダウン

What is your age?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q09
メッセージ

Thank you for your time — your feedback directly helps us improve the ordering experience!

Q10
選択式

How did you place that order?

  • Desktop/laptop website
  • Mobile website (phone browser)
  • Our mobile app
  • Tablet (browser)
  • Other (please specify)
Q11
選択式

Approximately how long did it take from finding the item to completing your order?

  • Less than 2 minutes
  • 2–5 minutes
  • 6–10 minutes
  • 11–20 minutes
  • More than 20 minutes
  • I don't remember
Q12
オピニオンスケール

How easy or difficult was it to understand the product details (description, images, specs)?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q13
ランク付け

Based on your experience, rank these areas from most to least in need of improvement.

  1. Search & discovery
  2. Product details clarity
  3. Pricing & promo transparency
  4. Checkout forms
  5. Payment process
  6. Delivery & shipping options
ドラッグして順位を付ける
Q14
オピニオンスケール

How would you rate your overall satisfaction with the ordering process?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q15
AIインタビュー

We'd like to understand your checkout experience a bit more. An AI moderator will ask a couple of follow-up questions based on your earlier answers.

Q16
選択式

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q17
選択式

What category best describes your most recent purchase? Select up to 3.

  • Apparel & Accessories
  • Electronics
  • Home & Kitchen
  • Beauty & Personal Care
  • Sports & Outdoors
  • Grocery & Household
  • Toys & Games
  • Other
Q18
オピニオンスケール

How easy or difficult was it to add items to your cart and review your order?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q19
自由回答（長文）

What one change would have made placing your order easier?

Q20
プルダウン

Which country or region do you live in?

  • United States
  • United Kingdom
  • Canada
  • Australia
  • Germany
  • France
  • India
  • Brazil
  • Japan
  • Other (please specify)
  • Prefer not to say
Q21
オピニオンスケール

How easy or difficult was it to enter your shipping and payment information?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q22
オピニオンスケール

How easy or difficult was it to complete payment and receive your order confirmation?

スケール: 1 – 7
最小:Very difficult最大:Very easy

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Breaks the checkout journey into distinct stages (search, product details, cart/review, shipping & payment entry, order confirmation) with separate effort ratings for each, not just one overall CES score
  • Includes a dedicated AI follow-up interview to probe deeper into the checkout experience beyond what fixed-choice questions can capture
  • Combines quantitative CES scoring with friction-cause multiple choice, a ranking of improvement priorities, and open-text questions for specific fixes
  • Captures purchase context (recency, channel, category, order duration) alongside effort scores, enabling segmentation of friction points by order type

SurveySparrow

Customer Effort Score Survey Template | CES Questionnaire

A ready-to-field CES questionnaire template covering the standard single-statement effort question format. It's a general-purpose CES template rather than one built specifically around the multi-stage ecommerce checkout journey.

優れている点

  • Fielding-ready CES template usable across various customer touchpoints
  • Backed by a broader survey platform with standard distribution and reporting tools

物足りない点

  • No adaptive AI follow-up interview to probe why effort was high at a specific stage
  • No indication of stage-by-stage breakdown specific to ecommerce checkout (search, cart, payment, confirmation)

Typeform

(CES) Customer Effort Score Survey Template

A conversational-style CES template that mirrors Typeform's typical one-question-per-screen format. It's a generic CES survey rather than one purpose-built for the ecommerce checkout funnel with stage-specific effort questions.

優れている点

  • Clean, conversational form format known for high completion rates
  • Simple, quick-to-deploy CES capture

物足りない点

  • Static question flow with no adaptive AI-driven follow-up probing
  • No automated per-response quality scoring or transparent prompt methodology published

よくあるご質問

「Ecommerce Checkout Customer Effort Score (CES) Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が22問含まれており、最初の設問は次のとおりです：「Welcome, and thank you for participating in this survey about your most recent order with us. This survey takes approxim…」・「When was your most recent purchase with us?」・「To what extent do you agree with the following statement: It was easy to place my order.」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、22問を約10分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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