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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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샘플 질문

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질문 22개 · 약 10분
Q01
메시지

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
객관식

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
의견 척도

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

척도: 1 – 7
최소:Strongly disagree최대:Strongly agree
Q04
의견 척도

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

척도: 1 – 7
최소:Very difficult최대:Very easy
Q05
객관식

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
의견 척도

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

척도: 1 – 7
최소:Very unlikely최대:Very likely
Q07
장문형

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

Q08
드롭다운

What is your age?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q09
메시지

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

Q10
객관식

How did you place that order?

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

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
의견 척도

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

척도: 1 – 7
최소:Very difficult최대:Very easy
Q13
순위 매기기

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
드래그하여 순위 지정
Q14
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q15
AI 인터뷰

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
객관식

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q17
객관식

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
의견 척도

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

척도: 1 – 7
최소:Very difficult최대:Very easy
Q19
장문형

What one change would have made placing your order easier?

Q20
드롭다운

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
의견 척도

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

척도: 1 – 7
최소:Very difficult최대:Very easy
Q22
의견 척도

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

척도: 1 – 7
최소:Very difficult최대:Very easy

포함된 기능

  • AI 후속 질문

    정형화된 설문이 놓치는 세부 내용을, 주관식 답변에 맞춰 AI가 심층 질문으로 끌어냅니다.

  • 주의력 확인 장치

    성의 없는 답변과 저품질 응답자를 걸러내는 내장 안전장치입니다.

  • AI가 작성한 문안

    문구, 질문 순서, 분기 로직까지 AI가 연구 목표에 맞춰 작성합니다.

  • 자동 리포트

    응답이 모이면 주요 주제, 인용문, 이해하기 쉬운 요약이 자동으로 작성됩니다.

다른 서비스와 비교

다른 설문 도구의 가장 유사한 템플릿을 검토했습니다. 그 도구들이 잘하는 점과, 이 템플릿이 한발 더 나아가는 지점을 정리했습니다.

이 템플릿을 선택하는 이유

  • 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.

잘하는 점

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

아쉬운 점

  • 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.

잘하는 점

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

아쉬운 점

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

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