CES Survey for Telecom
Measure how much effort customers spend getting help and quickly reduce the friction that drives churn. This CES survey is tuned for telecom support and billing journeys.
Survey questions
- 1
How easy was it to resolve your issue today?
The core CES question.
- 2
What type of issue did you have?
Technical, billing, account, or other.
- 3
Was your issue resolved in a single contact?
- 4
What made this experience easy or difficult?
Open text for AI theming.
Why it matters
Effort predicts churn in telecom better than satisfaction alone. A CES survey pinpoints high-effort journeys — repeat contacts, transfers, billing disputes — so you can fix them before customers switch providers.
- Send CES right after a support or billing interaction.
- Track effort by issue type and channel.
- Pair CES with first-contact-resolution data.
- Use AI to flag high-effort, high-churn-risk contacts.