Post-Interaction CES Survey
The Post-Interaction CES Survey captures customer effort at the moment of truth - right after they've interacted with your support team. This template combines the proven Customer Effort Score (CES) methodology with quick thumb ratings and conditional follow-up questions. Low-effort experiences correlate strongly with customer loyalty, making this survey essential for any support organization focused on reducing friction.
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export function cesInteractionSurvey(form: FormTs) {
// Post-Interaction CES Survey
// Measures customer effort after support interactions
// Demonstrates: RatingScale (CES), ThumbRating, StarRating, EmojiRating, MatrixQuestion, SuggestionChips, conditional visibility
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'How Was Your Support Experience?',
computedValue: () => 'We want to make getting help as easy as possible. Your feedback helps us improve.',
customStyles: {
backgroundColor: '#0891b2',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Customer Effort Score
// ============================================
const cesSection = form.addSubform('cesSection', {
title: 'Effort Assessment',
customStyles: () => {
const score = cesSection.ratingScale('effortScore')?.value();
if (score !== null && score !== undefined) {
if (score >= 6) return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '8px' };
if (score >= 4) return { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' };
return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
}
return { padding: '16px', borderRadius: '8px', border: '1px dashed #cbd5e1' };
}
});
cesSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How easy was it to get your issue resolved?',
lowLabel: 'Very Difficult',
highLabel: 'Very Easy',
size: 'lg',
isRequired: true
});
});
// Effort level indicator
cesSection.addRow(row => {
row.addTextPanel('effortIndicator', {
label: '',
computedValue: () => {
const score = cesSection.ratingScale('effortScore')?.value();
if (score === null || score === undefined) return '';
if (score >= 6) return '🎉 Great! We made it easy for you.';
if (score >= 4) return '🤔 We can do better. Tell us more.';
return '😟 We\'re sorry it was difficult. Help us improve.';
},
customStyles: () => {
const score = cesSection.ratingScale('effortScore')?.value();
const baseStyles = { textAlign: 'center', padding: '12px', borderRadius: '6px', fontWeight: 'bold' };
if (score !== null && score !== undefined) {
if (score >= 6) return { ...baseStyles, backgroundColor: '#10b981', color: 'white' };
if (score >= 4) return { ...baseStyles, backgroundColor: '#f59e0b', color: 'white' };
return { ...baseStyles, backgroundColor: '#ef4444', color: 'white' };
}
return { ...baseStyles, display: 'none' };
},
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
});
// ============================================
// SECTION 2: Quick Resolution Check
// ============================================
const resolutionSection = form.addSubform('resolutionSection', {
title: 'Resolution Status',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
resolutionSection.addRow(row => {
row.addThumbRating('issueResolved', {
label: 'Was your issue resolved?',
showLabels: true,
upLabel: 'Yes, resolved',
downLabel: 'No, still open',
size: 'lg',
alignment: 'center'
});
});
// Conditional: Issue not resolved
resolutionSection.addRow(row => {
row.addTextarea('unresolvedDetails', {
label: 'Please tell us what\'s still pending',
placeholder: 'Describe what wasn\'t resolved...',
rows: 3,
isVisible: () => resolutionSection.thumbRating('issueResolved')?.value() === 'down',
isRequired: () => resolutionSection.thumbRating('issueResolved')?.value() === 'down'
});
});
// ============================================
// SECTION 3: Agent Rating (if resolved)
// ============================================
const agentSection = form.addSubform('agentSection', {
title: 'Rate Your Support Agent',
isVisible: () => resolutionSection.thumbRating('issueResolved')?.value() === 'up',
customStyles: { backgroundColor: '#f8fafc', padding: '16px', borderRadius: '8px' }
});
agentSection.addRow(row => {
row.addStarRating('agentRating', {
label: 'How would you rate your agent\'s performance?',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true
});
});
agentSection.addRow(row => {
row.addEmojiRating('agentMood', {
label: 'How did the agent make you feel?',
preset: 'mood',
size: 'md',
showLabels: true,
alignment: 'center'
});
});
// ============================================
// SECTION 4: Effort Drivers (for high effort)
// ============================================
const effortDriversSection = form.addSubform('effortDrivers', {
title: 'What Made It Difficult?',
isVisible: () => {
const score = cesSection.ratingScale('effortScore')?.value();
return score !== null && score !== undefined && score <= 4;
},
customStyles: { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' }
});
effortDriversSection.addRow(row => {
row.addSuggestionChips('effortFactors', {
label: 'Select all that apply',
suggestions: [
{ id: 'wait-time', name: 'Long wait time' },
{ id: 'transfers', name: 'Too many transfers' },
{ id: 'repeat', name: 'Had to repeat myself' },
{ id: 'complex', name: 'Process too complex' },
{ id: 'knowledge', name: 'Agent lacked knowledge' },
{ id: 'communication', name: 'Poor communication' },
{ id: 'policy', name: 'Inflexible policies' },
{ id: 'tech-issues', name: 'Technical issues' }
],
alignment: 'left'
});
});
effortDriversSection.addSpacer();
effortDriversSection.addRow(row => {
row.addTextarea('effortDetails', {
label: 'Please share more details about your experience',
placeholder: 'What specifically made it difficult?',
rows: 3
});
});
// ============================================
// SECTION 5: Positive Highlights (for low effort)
// ============================================
const positiveSection = form.addSubform('positiveHighlights', {
title: 'What Worked Well?',
isVisible: () => {
const score = cesSection.ratingScale('effortScore')?.value();
return score !== null && score !== undefined && score >= 5;
},
customStyles: { backgroundColor: '#ecfdf5', padding: '16px', borderRadius: '8px' }
});
positiveSection.addRow(row => {
row.addSuggestionChips('positiveFactors', {
label: 'Select what you appreciated',
suggestions: [
{ id: 'quick', name: 'Quick resolution' },
{ id: 'first-contact', name: 'Solved first time' },
{ id: 'knowledgeable', name: 'Knowledgeable agent' },
{ id: 'friendly', name: 'Friendly service' },
{ id: 'proactive', name: 'Proactive help' },
{ id: 'clear', name: 'Clear communication' },
{ id: 'empathy', name: 'Showed empathy' },
{ id: 'follow-up', name: 'Good follow-up' }
],
alignment: 'left'
});
});
// ============================================
// SECTION 6: Interaction Details Matrix
// ============================================
const detailsSection = form.addSubform('interactionDetails', {
title: 'Rate These Aspects',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
detailsSection.addRow(row => {
row.addMatrixQuestion('aspectRatings', {
label: '',
rows: [
{ id: 'response-time', label: 'Response time' },
{ id: 'clarity', label: 'Clarity of explanation' },
{ id: 'professionalism', label: 'Professionalism' },
{ id: 'solution-quality', label: 'Quality of solution' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 7: Channel & Contact
// ============================================
const channelSection = form.addSubform('channelSection', {
title: 'Interaction Channel',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
channelSection.addRow(row => {
row.addDropdown('channel', {
label: 'How did you contact us?',
options: [
{ id: 'live-chat', name: 'Live Chat' },
{ id: 'phone', name: 'Phone Call' },
{ id: 'email', name: 'Email' },
{ id: 'social', name: 'Social Media' },
{ id: 'self-service', name: 'Self-Service Portal' },
{ id: 'in-person', name: 'In Person' }
],
placeholder: 'Select channel...'
}, '1fr');
row.addTextbox('ticketNumber', {
label: 'Ticket/Case Number (optional)',
placeholder: 'e.g., #12345'
}, '1fr');
});
// ============================================
// SECTION 8: Follow-up Contact
// ============================================
const contactSection = form.addSubform('contactSection', {
title: 'Follow-up',
isVisible: () => {
const score = cesSection.ratingScale('effortScore')?.value();
return score !== null && score !== undefined && score <= 4;
}
});
contactSection.addRow(row => {
row.addCheckbox('wantsFollowUp', {
label: 'I would like someone to follow up with me about this experience'
});
});
contactSection.addRow(row => {
row.addEmail('followUpEmail', {
label: 'Email address',
placeholder: 'your@email.com',
isVisible: () => contactSection.checkbox('wantsFollowUp')?.value() === true,
isRequired: () => contactSection.checkbox('wantsFollowUp')?.value() === true
});
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Your Feedback Summary',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const effortScore = cesSection.ratingScale('effortScore')?.value();
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
const agentRating = agentSection.starRating('agentRating')?.value();
const channel = channelSection.dropdown('channel')?.value();
const effortFactors = effortDriversSection.suggestionChips('effortFactors')?.value() || [];
const positiveFactors = positiveSection.suggestionChips('positiveFactors')?.value() || [];
if (effortScore === null || effortScore === undefined) return '';
let emoji = effortScore >= 6 ? '✨' : effortScore >= 4 ? '📊' : '⚠️';
let effortLabel = effortScore >= 6 ? 'Low Effort' : effortScore >= 4 ? 'Moderate Effort' : 'High Effort';
let summary = `${emoji} Feedback Summary\n`;
summary += `${'═'.repeat(30)}\n\n`;
summary += `📊 CES Score: ${effortScore}/7 (${effortLabel})\n`;
if (resolved) {
summary += `✅ Issue: ${resolved === 'up' ? 'Resolved' : 'Not Resolved'}\n`;
}
if (agentRating) {
summary += `⭐ Agent Rating: ${agentRating}/5 stars\n`;
}
if (channel) {
const channelLabels: Record<string, string> = {
'live-chat': 'Live Chat',
'phone': 'Phone',
'email': 'Email',
'social': 'Social Media',
'self-service': 'Self-Service',
'in-person': 'In Person'
};
summary += `📞 Channel: ${channelLabels[channel] || channel}\n`;
}
if (effortFactors.length > 0) {
summary += `\n⚠️ Difficulty factors: ${effortFactors.length} selected`;
}
if (positiveFactors.length > 0) {
summary += `\n✨ Positive factors: ${positiveFactors.length} selected`;
}
return summary;
},
customStyles: () => {
const score = cesSection.ratingScale('effortScore')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (score !== null && score !== undefined) {
if (score >= 6) {
return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #10b981' };
} else if (score >= 4) {
return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
} else {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
}
return baseStyles;
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => cesSection.ratingScale('effortScore')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank you for your feedback!',
message: 'Your input helps us reduce friction and improve the support experience. We appreciate you taking the time to share your thoughts.'
});
}
Frequently Asked Questions
What is Customer Effort Score (CES)?
CES measures how easy it was for customers to get their issue resolved. It uses a 1-7 scale from 'Very Difficult' to 'Very Easy'. Research shows that reducing customer effort is a stronger predictor of loyalty than satisfaction or NPS.
When should I send a Post-Interaction CES survey?
Send immediately after the support interaction ends - within minutes if possible. The closer to the interaction, the more accurate the feedback. Common triggers include ticket closure, chat end, call completion, or email resolution confirmation.
How do I interpret CES scores?
CES is typically measured on a 1-7 scale. Scores of 5-7 indicate low effort (good). Scores of 1-4 indicate high effort (needs improvement). Calculate your average CES and track it over time. Industry average is around 5.5.
What's the difference between CES and CSAT?
CSAT measures satisfaction with the interaction, while CES measures the effort required to complete it. You can be satisfied but still have expended too much effort. CES is better at predicting future behavior and loyalty.
Can I customize the follow-up questions?
Yes. The template includes conditional follow-up questions that appear based on the CES score. You can customize questions for high-effort experiences (asking what made it difficult) and low-effort experiences (asking what worked well).