Customer Effort and Task Success Survey
Measure how easy tasks are.
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Create a post-interaction survey. Interaction type (checkout, support contact, onboarding, setup): [INTERACTION]. Platform: [PLATFORM]. Existing data: [EXISTING_DATA].
Design 3 to 5 questions: a task success question ("Were you able to do what you came to do?" yes, partly, no), an effort rating ("The company made it easy for me to handle my issue" on a 7-point agreement scale), a reason question (open text, shown for partly or no), and optional contact permission. Explain how to compute the average effort score and the share who reported difficulty (scores 1 to 3).
Provide trigger rules (show after the task, not during; limit frequency to avoid fatigue), accessible design (labels, keyboard use, mobile friendly), and an action loop (low scores create a support ticket within a day). Include a dashboard sketch and an analysis plan comparing before and after a change with cautions about response bias. Privacy and consent notes [VERIFY] in [JURISDICTION].
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