Quick Overview
- 1#1: Qualtrics - Enterprise experience management platform that captures and analyzes Customer Effort Score through advanced surveys and AI-driven insights.
- 2#2: Medallia - Comprehensive CX platform measuring CES across touchpoints with real-time analytics and action recommendations.
- 3#3: Delighted - Simple, mobile-friendly survey tool specializing in CES, NPS, and CSAT for quick customer feedback collection.
- 4#4: InMoment - Voice of Customer platform integrating CES data with text analytics for improved customer journeys.
- 5#5: AskNicely - Feedback automation tool focused on CES and NPS to drive customer success and retention.
- 6#6: Nicereply - Customer service feedback platform that tracks CES alongside CSAT for support ticket analysis.
- 7#7: SurveyMonkey - Versatile survey software with CES templates and integrations for effortless customer effort measurement.
- 8#8: Zendesk - Customer support platform embedding CES surveys post-interaction to gauge resolution ease.
- 9#9: Gainsight - Customer success management tool incorporating CES to monitor and optimize customer health.
- 10#10: Custify - B2B customer platform using CES surveys to segment users and reduce churn through personalized actions.
We ranked tools by evaluating features like AI-driven analytics, multi-touchpoint tracking, ease of use, and overall value, ensuring a list that balances depth with practicality for businesses of all sizes.
Comparison Table
This comparison table assesses leading Customer Effort Score software tools, such as Qualtrics, Medallia, Delighted, InMoment, AskNicely, and others, to guide users in selecting the best solution. It outlines key features, pricing structures, and usability to help readers make informed decisions for optimizing customer experience efforts.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Qualtrics Enterprise experience management platform that captures and analyzes Customer Effort Score through advanced surveys and AI-driven insights. | enterprise | 9.7/10 | 9.9/10 | 8.6/10 | 8.3/10 |
| 2 | Medallia Comprehensive CX platform measuring CES across touchpoints with real-time analytics and action recommendations. | enterprise | 9.2/10 | 9.6/10 | 8.1/10 | 8.4/10 |
| 3 | Delighted Simple, mobile-friendly survey tool specializing in CES, NPS, and CSAT for quick customer feedback collection. | specialized | 8.7/10 | 8.5/10 | 9.4/10 | 8.2/10 |
| 4 | InMoment Voice of Customer platform integrating CES data with text analytics for improved customer journeys. | enterprise | 8.7/10 | 9.2/10 | 8.0/10 | 8.1/10 |
| 5 | AskNicely Feedback automation tool focused on CES and NPS to drive customer success and retention. | specialized | 7.8/10 | 7.5/10 | 8.5/10 | 7.2/10 |
| 6 | Nicereply Customer service feedback platform that tracks CES alongside CSAT for support ticket analysis. | specialized | 8.1/10 | 7.7/10 | 9.3/10 | 7.8/10 |
| 7 | SurveyMonkey Versatile survey software with CES templates and integrations for effortless customer effort measurement. | enterprise | 8.1/10 | 7.8/10 | 9.2/10 | 7.5/10 |
| 8 | Zendesk Customer support platform embedding CES surveys post-interaction to gauge resolution ease. | enterprise | 7.6/10 | 7.8/10 | 8.2/10 | 6.9/10 |
| 9 | Gainsight Customer success management tool incorporating CES to monitor and optimize customer health. | enterprise | 8.2/10 | 9.1/10 | 7.4/10 | 7.8/10 |
| 10 | Custify B2B customer platform using CES surveys to segment users and reduce churn through personalized actions. | specialized | 7.4/10 | 7.8/10 | 8.2/10 | 6.9/10 |
Enterprise experience management platform that captures and analyzes Customer Effort Score through advanced surveys and AI-driven insights.
Comprehensive CX platform measuring CES across touchpoints with real-time analytics and action recommendations.
Simple, mobile-friendly survey tool specializing in CES, NPS, and CSAT for quick customer feedback collection.
Voice of Customer platform integrating CES data with text analytics for improved customer journeys.
Feedback automation tool focused on CES and NPS to drive customer success and retention.
Customer service feedback platform that tracks CES alongside CSAT for support ticket analysis.
Versatile survey software with CES templates and integrations for effortless customer effort measurement.
Customer support platform embedding CES surveys post-interaction to gauge resolution ease.
Customer success management tool incorporating CES to monitor and optimize customer health.
B2B customer platform using CES surveys to segment users and reduce churn through personalized actions.
Qualtrics
enterpriseEnterprise experience management platform that captures and analyzes Customer Effort Score through advanced surveys and AI-driven insights.
Experience iQ: AI that automatically analyzes CES data to deliver prioritized action recommendations and predictive effort scores.
Qualtrics is a premier experience management (XM) platform that excels in measuring Customer Effort Score (CES) by deploying targeted surveys across email, web, SMS, and in-app channels to gauge how effortless customer interactions are. It leverages AI-driven analytics like Stats iQ and Text iQ to dissect CES data, identify friction points, and predict future effort trends for proactive improvements. The platform integrates seamlessly with CRM, support, and analytics tools, enabling closed-loop feedback and real-time dashboards for enterprise-wide CES optimization.
Pros
- AI-powered predictive analytics for CES drivers and benchmarks
- Highly customizable surveys with multi-channel distribution
- Robust integrations with Salesforce, Zendesk, and other enterprise tools
Cons
- Steep learning curve for non-experts
- Premium pricing inaccessible for SMBs
- Overly complex for basic CES-only needs
Best For
Large enterprises and customer-centric organizations requiring scalable, AI-enhanced CES measurement integrated into broader CX strategies.
Pricing
Custom enterprise quotes required; core plans start at ~$15,000/year, scaling to $100K+ for advanced XM features.
Medallia
enterpriseComprehensive CX platform measuring CES across touchpoints with real-time analytics and action recommendations.
AI-powered Text Analytics that automatically categorizes CES responses and predicts effort trends
Medallia is an enterprise-grade experience management platform that captures customer feedback across channels, including Customer Effort Score (CES) surveys to measure interaction ease. It leverages AI for real-time analysis, text analytics, and actionable insights to identify friction points in customer journeys. The platform integrates with CRM systems and enables closed-loop feedback resolution to drive continuous improvement.
Pros
- Advanced AI-driven analytics for CES data
- Omnichannel feedback collection
- Robust integrations and automation workflows
Cons
- Steep learning curve for setup
- High enterprise pricing
- Overly complex for SMBs
Best For
Large enterprises needing scalable, AI-powered CES within a full CX suite.
Pricing
Custom enterprise pricing; typically starts at $25,000+/year based on volume, contact sales for quote.
Delighted
specializedSimple, mobile-friendly survey tool specializing in CES, NPS, and CSAT for quick customer feedback collection.
One-click CES surveys with instant Slack notifications and multi-channel delivery for immediate, high-engagement feedback.
Delighted is a user-friendly customer feedback platform that specializes in delivering NPS, CSAT, and CES surveys via email, SMS, web intercept, Slack, and more. It focuses on capturing Customer Effort Scores through simple, one-click questions to gauge how easy it is for customers to resolve issues. The tool provides real-time dashboards, automated alerts, and integrations with support platforms like Zendesk and Intercom for actionable insights.
Pros
- Extremely simple one-click CES survey setup and deployment
- Multi-channel delivery (SMS, email, web) for high response rates
- Seamless integrations with CRMs and Slack for real-time alerts
Cons
- Pricing scales quickly with high response volumes
- Reporting lacks deep segmentation and advanced CES-specific analytics
- Limited survey customization options
Best For
Small to mid-sized businesses wanting quick, hassle-free CES feedback collection integrated into their support workflows.
Pricing
Free for up to 250 responses/month; paid plans start at $224/month for 2,500 responses, scaling to enterprise tiers; 14-day free trial.
InMoment
enterpriseVoice of Customer platform integrating CES data with text analytics for improved customer journeys.
AI-powered Friction Intelligence that correlates CES data with customer journeys for predictive effort reduction
InMoment is a robust customer experience management (CXM) platform that incorporates Customer Effort Score (CES) surveying to gauge how much effort customers expend in interactions. It enables omnichannel feedback collection, AI-driven analysis to pinpoint friction points, and actionable insights for improving customer journeys. The software excels in integrating CES data with broader CX metrics for holistic optimization.
Pros
- Advanced AI analytics for CES insights and trend prediction
- Omnichannel support for capturing effort scores across touchpoints
- Strong integrations with CRM and helpdesk systems for closed-loop actions
Cons
- Enterprise-focused pricing can be prohibitive for SMBs
- Steeper learning curve due to extensive feature set
- Overemphasis on full CX suite may overwhelm pure CES users
Best For
Mid-to-large enterprises needing CES within a comprehensive CX platform to drive operational improvements.
Pricing
Custom enterprise pricing, typically starting at $25,000+ annually based on volume and features.
AskNicely
specializedFeedback automation tool focused on CES and NPS to drive customer success and retention.
Intelligent automation that triggers CES surveys based on specific customer interactions and delivers instant alerts to agents.
AskNicely is a customer feedback platform that automates the delivery of surveys, including Customer Effort Score (CES) metrics, to measure how effortlessly customers complete interactions. It integrates with CRMs and support tools to trigger CES surveys post-service tickets or purchases, providing real-time insights and alerts for team coaching. While primarily known for NPS, it supports CES customization to identify friction points and drive improvements in customer experience.
Pros
- Automated, event-triggered CES surveys reduce manual effort
- Seamless integrations with CRMs like Salesforce and Zendesk
- Real-time alerts and leaderboards for actionable team insights
Cons
- Stronger emphasis on NPS than specialized CES analytics
- Pricing scales quickly with survey volume
- Limited advanced segmentation for CES data compared to dedicated tools
Best For
Mid-sized customer service teams integrating CES into broader NPS workflows for quick feedback loops.
Pricing
Starts at $299/month for starter plans (up to 500 responses); Pro at $999/month; custom enterprise pricing.
Nicereply
specializedCustomer service feedback platform that tracks CES alongside CSAT for support ticket analysis.
Engaging emoji feedback widgets that simplify CES collection and increase customer response rates
Nicereply is a customer feedback platform designed to capture Customer Effort Score (CES) through simple, automated post-interaction surveys integrated with helpdesk tools like Zendesk and Intercom. It measures how easy it is for customers to resolve issues on a 1-7 scale, delivering real-time insights via customizable dashboards and reports. While versatile for CSAT and NPS as well, its CES capabilities focus on quick deployment and agent performance tracking to reduce customer effort.
Pros
- Seamless integrations with major helpdesks for effortless CES survey triggers
- Intuitive dashboards with real-time CES analytics and agent benchmarking
- Fun, emoji-based widgets that boost response rates
Cons
- CES features are solid but less advanced than dedicated CES specialists
- Limited survey customization options compared to competitors
- Pricing scales per agent, which can add up for larger teams
Best For
Small to mid-sized support teams seeking a simple, integrated CES tool alongside CSAT and NPS.
Pricing
Starter at $39/agent/month, Pro at $69/agent/month, Enterprise custom; billed annually with a 14-day free trial.
SurveyMonkey
enterpriseVersatile survey software with CES templates and integrations for effortless customer effort measurement.
Extensive template library with CES-optimized single-question surveys and AI-assisted question suggestions
SurveyMonkey is a versatile online survey platform that allows users to design, distribute, and analyze surveys, including those for measuring Customer Effort Score (CES) to assess how easily customers complete tasks. It provides customizable templates, rating scales, and single-question formats ideal for CES, with options for embedding in emails, websites, or apps. The tool offers real-time dashboards, basic benchmarking, and integrations with CRM systems to track effort scores over time.
Pros
- Intuitive drag-and-drop builder for quick CES survey creation
- Pre-built templates and question libraries for CES and other CX metrics
- Strong integrations with tools like Salesforce, Zendesk, and Slack
Cons
- Lacks advanced CES-specific analytics like predictive effort scoring
- Key features like custom branding and unlimited responses require higher plans
- Pricing scales up quickly for enterprise use with high response volumes
Best For
Small to mid-sized businesses needing an easy, all-purpose survey tool for CES alongside NPS and CSAT tracking.
Pricing
Free Basic plan; Standard at $25/user/month (annual), Advantage $32/user/month, Premier $99/user/month, Enterprise custom.
Zendesk
enterpriseCustomer support platform embedding CES surveys post-interaction to gauge resolution ease.
Automated, trigger-based CES surveys tied directly to ticket resolutions for precise effort measurement
Zendesk is a robust customer service platform that incorporates Customer Effort Score (CES) measurement through customizable post-interaction surveys and advanced analytics in Zendesk Explore. It enables businesses to assess how effortless it is for customers to resolve issues across channels like email, chat, and phone. While not a standalone CES tool, it integrates CES seamlessly into its omnichannel support ecosystem for tracking trends and improving service efficiency.
Pros
- Seamless integration of CES surveys with ticketing and omnichannel support
- Powerful analytics in Zendesk Explore for CES benchmarking and segmentation
- Automated survey triggers based on resolution events for real-time feedback
Cons
- Expensive for teams seeking only CES functionality without full suite needs
- Limited customization for advanced CES scoring models compared to specialists
- Requires agent-based licensing, scaling costs with support volume
Best For
Mid-to-large businesses using Zendesk's full customer service suite who want integrated CES tracking without additional tools.
Pricing
Starts at $55/agent/month (billed annually) for Suite Professional; CES features available in higher tiers like Growth ($89/agent/month).
Gainsight
enterpriseCustomer success management tool incorporating CES to monitor and optimize customer health.
AI-powered Customer 360 view that correlates CES data with behavioral signals for predictive health scoring
Gainsight is a robust customer success platform that incorporates Customer Effort Score (CES) measurement through its PX (Product Experience) module, enabling teams to deploy CES surveys at key interaction points like support tickets and onboarding. It analyzes CES data alongside other metrics such as NPS and health scores to predict churn and drive proactive interventions. While not a dedicated CES tool, it embeds CES into a comprehensive ecosystem for customer retention and expansion.
Pros
- Comprehensive integration of CES with customer health scoring and AI-driven insights
- Scalable for enterprise-level deployments with multi-channel survey capabilities
- Strong CRM and data unification for holistic customer views
Cons
- Complex setup and steep learning curve for non-enterprise users
- High cost makes it less viable for SMBs focused solely on CES
- Overkill for teams needing only basic CES tracking without full CS platform
Best For
Enterprise customer success teams requiring CES as part of a broader retention and expansion strategy.
Pricing
Custom quote-based pricing, typically starting at $50,000+ annually for mid-sized deployments, scaling with users and features.
Custify
specializedB2B customer platform using CES surveys to segment users and reduce churn through personalized actions.
Health scoring engine that fuses CES data with real-time behavioral signals for predictive insights
Custify is a customer success platform that incorporates Customer Effort Score (CES) measurement through customizable surveys integrated with behavioral data and health scoring. It enables teams to track customer effort across touchpoints, correlate CES with churn risks, and automate playbooks to reduce friction. While not a standalone CES tool, it embeds CES into broader retention and segmentation workflows for proactive customer management.
Pros
- Strong integrations with CRM and support tools for seamless CES data flow
- Customizable health scores that incorporate CES alongside NPS and CSAT
- Automated playbooks triggered by low CES to improve customer effort
Cons
- Not a dedicated CES platform, lacking advanced survey logic of specialists
- Pricing scales quickly, making it less accessible for small teams
- Reporting focuses more on overall health than CES-specific analytics
Best For
Mid-sized SaaS businesses needing CES within a full customer success suite.
Pricing
Starts at $595/month (Scale plan, 500 contacts), $1,195/month (Pro), custom Enterprise pricing.
Conclusion
Reviewing the top 10 customer effort score tools reveals a range of strengths, with Qualtrics leading as the top choice, thanks to its enterprise experience management, AI-driven insights, and advanced survey capabilities. Medallia follows with a comprehensive CX platform and real-time analytics for holistic touchpoint tracking, while Delighted stands out for its simplicity and mobile-friendly design, perfect for fast feedback collection. Together, these tools highlight the critical role of measuring and reducing customer effort in fostering long-term loyalty.
Take the next step in improving your customer experience—try Qualtrics today to access its robust features and unlock actionable insights that drive efficiency and satisfaction.
Tools Reviewed
All tools were independently evaluated for this comparison