Which survey asks the following question: How easy was it for you to handle your issue?

Customer effort score

Net promoter score

Customer satisfaction survey

None of the above


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Explanation: The survey that asks the question ‘How easy was it for you to handle your issue?’ is the Customer Effort Score (CES) survey. CES is specifically designed to measure the level of effort customers have to exert to accomplish a particular task, such as resolving an issue or completing a transaction. By asking customers to rate the ease of handling their issue on a scale ranging from ‘very difficult’ to ‘very easy,’ the CES survey provides valuable insights into the efficiency and effectiveness of the customer service or support experience. Customers’ perceptions of effort are closely linked to their overall satisfaction and loyalty, as experiences that require high levels of effort are more likely to result in frustration, dissatisfaction, and increased churn. Therefore, CES surveys are instrumental in identifying areas where customers may encounter obstacles or friction in their journey, allowing organizations to streamline processes, reduce customer effort, and improve overall satisfaction and loyalty. Therefore, the correct answer is Customer Effort Score.

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