HeySurvey survey

Customer Effort Feedback Survey

Thinking about your most recent experience with us, how easy was it to get what you needed?*

Please focus on the full experience from start to finish.

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2

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5

Very difficult to Very easy

What were you trying to do?*

Choose the option that best matches your goal.

Make a purchase
Get help with an issue
Find information
Change or update something
Return, cancel, or refund
Other

How much effort did you personally have to put in to complete your task?*

Think about time, steps, and how hard you had to work.

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5

Very low effort to Very high effort

Which parts of the experience felt difficult? 🙂

Select all that apply.

Finding the right information
Understanding the instructions
Reaching the right person
Waiting for a response
Repeating information
Using the website or app
Completing payment or checkout
Nothing felt difficult

Did you have to contact us more than once to resolve your issue or complete your task?*

Pick the option that best fits your experience.

No, once was enough
Yes, twice
Yes, 3 or more times
I did not need to contact anyone

How clear were the steps and instructions during your experience?*

Please rate how easy they were to follow.

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5

Not at all clear to Very clear

What is one thing we could do to make this experience easier?*

A short suggestion is perfect.

How did the amount of effort affect your overall impression of us?*

Choose the answer that best matches your feeling.

It made my impression much better
It made my impression slightly better
It did not change my impression
It made my impression slightly worse
It made my impression much worse

Please tell us about anything that slowed you down or made the process frustrating.

Share as much detail as you'd like so we can improve.

Thank you for taking a part in this survey.

This is a HeySurvey survey template.