Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.

Ease of completing a task

Overall satisfaction vs. satisfaction at a particular moment

Satisfaction at a particular moment vs. overall satisfaction

Impact of a bug or outage


Choose an option to see if it’s correct. Check the explanation below.

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Explanation: Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.


Explanation: You should use a customer effort score instead of a customer satisfaction survey when you want to understand **ease of completing a task**. While both customer effort score (CES) and customer satisfaction survey (CSAT) aim to gather insights into customer experience, they focus on different aspects. CES specifically measures the level of effort customers have to exert to accomplish a particular task or resolve an issue. In contrast, CSAT assesses customers' overall satisfaction with a product, service, or interaction. Therefore, if your primary goal is to evaluate how easy or difficult it was for customers to complete a task, such as navigating a website, resolving an issue with customer support, or making a purchase, CES is the more appropriate survey to use. By asking customers to rate the ease of completing the task on a scale ranging from "very difficult" to "very easy," CES provides actionable insights into areas where customers may encounter obstacles or friction in their journey, enabling organizations to streamline processes, reduce customer effort, and enhance overall satisfaction and loyalty. Therefore, the correct answer is ease of completing a task.
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