UX surveys, or user experience surveys are tools that gather information about users' feelings, thoughts and behaviors related to a product or service. Surveys are typically a set of questions and can cover a range of topics, depending on the purpose of the research. Designers or researchers analyze survey results to better understand how users interact with a system, application or website and work to improve it.
UX Strategist and Consultant, William Hudson explains the significance of UX surveys in this video:
User experience (UX) surveys play a crucial role to help design teams understand users’ needs, preferences and behaviors. When UX researchers or designers gather feedback as qualitative research data and quantitative research data from many participants, they can gain valuable insights. Survey responses can inform valuable user experience design decisions about digital products or services. From there, designers can fine-tune user interface (UI) elements and more to create a better user experience and a high level of user satisfaction, and so help to win loyal customers.
Author and Human-Computer Interaction Expert, Professor Alan Dix explains the difference between quantitative and qualitative research in this video:
UX surveys are important for several reasons. First, they provide a cost-effective way to collect valuable insights from users. When companies understand users’ needs and expectations, they can make properly informed decisions. For example, when a brand takes user feedback and the insights it reveals, it can come out with new features that users of their existing mobile app are more likely to appreciate or a better visual design all around.
Second, UX surveys help identify pain points and areas of improvement in the user experience. This lets companies enhance the overall customer satisfaction and loyalty. Finally, when brands conduct UX surveys, they help themselves stay relevant to their customers and drive customer retention. That is a crucial factor for sustainable business growth and exceptional customer service. It’s also vital to help launch a new product when stakeholders have invested so much in it.
Surveys are a particularly useful UX research option. When UX designers or researchers consider research methods for a product design or project, they need to approach and conduct the activities correctly. For example, there are best practices to guide other approaches and types of user research, such as user interviews. Similarly, when researchers or designers decide to use surveys, they'll need to know many factors. These include how to recruit participants and ask the right questions (for example, open questions, closed questions, checkbox responses, rating scale). The skill is in how well they can reach their respondents so they give real insights into these users’ behavior and other relevant areas like potential improvements for the customer service team.
Feedback from users and customers is a vital gauge of where brands stand in the marketplace.
© Interaction Design Foundation, CC BY-SA 4.0
© Interaction Design Foundation, CC BY-SA 4.0
CES surveys assess how simple it is for customers to complete tasks with a brand. This is a score that determines if it was easy or difficult for a customer to use a product or get help from a service team. Ease of experience can be more revealing than overall satisfaction. For instance, after a customer service interaction, a good question could be:
"How easy was resolving your issue with our customer support?"
Very Difficult
Difficult
Moderate
Easy
Very Easy
This format helps brands understand the ease of interaction from the customer's viewpoint. It can be an excellent tool to identify areas for improvement.
A CSAT survey measures how content customers are with a company.
The chief question is, "How satisfied are you with our service?"
Answers can range from 1 ("very dissatisfied") to 5 ("very satisfied").
CSAT surveys focus on individual interactions. These could be purchasing or using customer support, and the surveys use numeric scales to track satisfaction levels over time. Such surveys help brands understand customers’ needs and locate issues with products or services. They also let designers or researchers classify customers based on their satisfaction levels, which helps regarding targeted improvements for a service or product team.
NPS surveys are quick and simple. They revolve around one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?”. Researchers or designers can then take the score and conduct respondent segmentation into one of three categories:
Promoters (Score 9-10): The biggest fans, they’ll likely recommend the product.
Passives (Score 7-8): These customers are satisfied with the brand’s product or service, but could easily switch to a competitor.
Detractors (Score 0-6): These are unhappy customers who could hurt the brand through negative word-of-mouth.
Researchers or designers can calculate the NPS score if they subtract the Detractors' percentage from the Promoters'. This will show customer loyalty and areas for improvement.
Well-designed, closed-ended questions are easy for respondents to answer. Users pick from predefined options like checkboxes, scales or radio buttons. These surveys are suitable to gather data with. For example, they could be exit surveys that ask users about their shopping experience. The answers they give can yield actionable data, such as customer preferences or standard problems.
For example, a question could be: "How satisfied are you with our delivery speed?"
The choices could be:
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Users merely select an option that best describes their feelings. This is fast for the user and easy for the company to analyze.
Closed-ended questions offer a quick-and-easy way to capture respondents’ feedback.
© Interaction Design Foundation, CC BY-SA 4.0
Closed-ended questions may offer fixed choices for quick responses, but open-ended questions permit more detailed, free-form answers. These questions ask users or customers for written responses—going into how they feel and what they expect.
It may take designers or researchers more time to analyze the responses they gather from this type of survey. Nevertheless, these are valuable as they offer nuanced insights.
For instance, "What feature do you wish we had?" is a question that can lead to ideas for product enhancements that meet users’ needs.
A design team can conduct UX surveys at various stages of the design process. They can put surveys out before, during or after they develop their product or service as a way to complement user testing and more. The timing of the survey depends on the specific goals and objectives of the research involved in the UX design project.
Online surveys offer a number of advantages. These include the convenience of being able to reach a wider audience and collect data in real-time. Also, online surveys allow for more customization and flexibility when it comes to the types of questions a designer or researcher can ask. This is especially useful when the design team wants to capture detailed feedback on user behavior or motivations.
Surveys do have some drawbacks. These include the potential for biased responses due to survey fatigue or users’ lack of understanding of questions. Moreover, there’s a limit to how able surveys are to capture detailed data on user behavior or motivation. Finally, there is always a risk that respondents may not answer honestly or accurately due to privacy concerns or other factors. Associated with this is the practice of straightlining, where respondents lose motivation to reply honestly and click or mark the same place or column to get through a survey as fast as possible.
When a designer or researcher conducts a UX survey, it’s a strategic decision to understand various aspects of user interaction with a product or service. Some vital scenarios and reasons to implement them are the following:
Designers or researchers may find UX surveys better suited to assess existing products than development ones. These surveys can gather insights on how well the target audience receives a feature or service. Feedback from such surveys can guide adjustments or additions to a product or service.
For example, if customers think an existing feature lacks functionality, a designer can focus on enhancing it. UX surveys offer valuable data to refine a product and so better align it with customer needs and expectations.
It’s vital to find and weed out pain points in order to create a user-friendly experience. UX surveys provide direct feedback from users about issues that bother them. These could include matters that the design team is aware of that make the customer experience less enjoyable or efficient.
For example, users might point out that they find the checkout process too complicated. These insights provide specific areas to focus design improvement efforts upon, and so help to fix problems and prove to users that their feedback is valuable.
A well-timed UX survey can reveal how well a brand meets customer expectations after a critical interaction like a purchase or customer service call.
Long-term success pivots on customer loyalty. NPS surveys, which are a kind of UX survey, help gauge this. When design teams identify promoters, passives and detractors, they can help tailor customer retention and referral strategies. If they see a drop in loyalty scores, this is a spur to dig deeper into potential issues.
Journey mapping visually represents a user's interactions with a product or service. It tracks the entire experience—from the first touchpoint to the final interaction. A well-designed UX survey can yield insights at multiple stages of this journey.
For example, CES surveys are useful at various checkpoints to measure ease of use. CSAT surveys can check satisfaction at critical touchpoints like purchase or support.
Open-ended questions can offer qualitative insights into why users make specific choices. These answers fill gaps in the journey map that analytics data might lack.
Head of Product and Design at Hivewire, Matt Snyder explains journey mapping in this video:
If a brand is planning to rebrand, make a major update or conduct some other great change, a UX survey is an essential tool. It helps assess customer sentiment and expectations beforehand.
When a design team collects survey data, they can account better for adjustments that align with customer needs. So, they can lessen the risk of negative backlash.
The need for improvement is neverending. Regular UX surveys create a feedback loop to help brands track user sentiment and performance metrics. They permit ongoing adjustments on the basis of real-world usage, keep the product better aligned with users’ needs and expectations, and sustain a successful marketplace performance.
Product Discovery Coach, Teresa Torres explains continuous improvement in this video:
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When designers or researchers conduct a UX survey, it requires careful planning and execution to achieve actionable insights. Here are six best practices:
People’s time is valuable, and long surveys can put off participants. A quick and concise survey keeps a participant engaged. It’s important to focus on the essential questions and remove any unneeded ones.
Keep the survey to 5-10 essential questions.
Use clear and concise language.
Preview the survey with a friend or colleague to receive feedback on the length.
It’s crucial to ensure survey questions are relevant, to collect valuable data. If questions stray off-topic, they might confuse or even annoy participants. Keep questions focused to keep the insights goal-oriented.
Define the target audience and goals before writing questions.
Avoid generic questions that don't relate to the product or service.
Focus on specific user experiences that align with the objectives.
Provide “not applicable/don’t know” answers for all closed questions.
Bias can distort the results and lead to misguided conclusions. The objective framing of questions helps to collect unbiased replies. Some common biases include:
Question order bias: This affects responses according to the sequence of questions.
Confirmation bias: When the survey asks questions that affirm what the asker already believes.
Primacy bias: People choose the first options they see.
Recency bias: People choose the last options they see.
Hindsight bias: Respondents claim that they could foresee events.
Assumption bias: When the asker assumes respondents know certain information.
Clustering bias: People believe there are patterns where none exist.
Designers or researchers can remedy these if they:
Avoid leading questions.
Use neutral language.
Consider asking an expert to review questions for potential bias.
Test the survey on a small group before they launch it.
Multiple-choice questions and rating scales may be excellent ways to gather numerical data, but open-ended questions can yield rich, qualitative insights. The blend can provide a more comprehensive view of customer sentiment. Therefore, it’s vital to:
Use a mixture of question types according to the information needed.
Leverage open-ended questions for in-depth insights and multiple-choice for quick feedback.
Consider scale questions to measure user satisfaction or preferences.
An accessible survey helps capture a wide range of perspectives. If users or customers, including those with disabilities, can access a survey, they'll provide a more complete and diverse set of insights, and so improve the quality of the data and resultant decision-making. It’s therefore essential to:
Apply easy-to-read fonts and adequate color contrast.
Provide alternative text for images.
Ensure that users can navigate the survey using keyboard controls.
Test the accessibility features of the survey.
Avoid complex layouts and matrix-style questions.
Watch this video to understand how essential accessibility is in design:
It’s critical to prioritize participants' privacy to build trust. When people feel confident that their data is safe, they'll be more ready to engage fully in a survey. A strong privacy policy meets legal standards. It also boosts participation rates, and enriches the quality of the insights. So, it’s important to:
State the privacy policy at the beginning of the survey.
Use secure platforms to conduct the survey.
Assure participants their responses will stay confidential.
Put sensitive or personal questions near the end.
© Interaction Design Foundation, CC BY-SA 4.0
Designers or researchers should follow these steps to design, distribute and analyze surveys for actionable insights.
To define what they aim to discover, designers or researchers should consider:
The main goal: Is it to measure user satisfaction or focus on something else?
Relevant user behaviors: Will the survey target frequent users, new users, or both?
Key metrics: Is it important to examine completion rates, time spent or other indicators?
New feature opinions: Is the input necessary for new rolled-out features?
Pain points: Are user frustrations and roadblocks important to identify?
When designers or researchers are clear about the objectives, it will guide every next step and ensure they align the results with project goals. Well-defined goals will streamline the survey's structure and help craft relevant questions. The sharper focus will also help in the analysis of the data later on.
It’s vital to identify the target audience because of:
Product awareness: To gauge how much the audience knows about the product or service. This shapes the depth and detail of questions.
Interests: Understand what topics engage the audience. This insight is helpful to make questions interesting.
Language: A professional audience may understand industry jargon, while a general one may not. It’s important to pick words carefully.
Region: Geography can affect preferences and opinions, so it may be necessary to localize questions.
An understanding of the target audience helps designers or researchers to write questions that users or customers can relate to. It leads to higher engagement and more accurate data in user research. Designers can also create customer or user personas and a user journey around them.
Questions are the heart of a survey. It’s important to write engaging, clear and unbiased questions to yield the required insights. It’s therefore vital to:
Use different types, like multiple-choice for quick feedback or open-ended for deeper insights.
Use simple language, avoid jargon and ensure every question serves a clear purpose.
Be mindful of potential biases and keep the questions neutral.
Keep the users interested and guide them onwards through the survey.
To select the right tool for the UX survey is crucial for data collection and analysis. A Google Form provides a quicker way to get started with UX surveys. Here’s why:
Ease of use: Google Forms are user-friendly. It’s easy to create a survey quickly and without much technical knowledge.
Customization: It offers various themes and allows question branching based on prior answers.
Integration: Google Forms integrates with other Google services like Google Sheets for real-time data tracking.
Free: For basic features, it's free of charge.
Data analysis: Offers basic analytics like pie charts and bar graphs for quick insights.
It’s also to possible to use specialized UX research tools like SurveyMonkey with more advanced features. It’s important to consider what the objectives are and what the target audience need. Then, a designer or researcher should choose a tool that best serves those needs.
Pilot testing is an invaluable step to refine the UX survey. It provides an opportunity to uncover unforeseen issues with the survey design, questions or technology.
A researcher or designer should recruit participants in small numbers to test the survey. Ask internal team members for help, if needed, or contact professionals via LinkedIn. Use this test survey to understand their experience and make necessary adjustments. This can make the difference between a good survey and a great one. It helps iron out any issues and ensures a smoother product experience for the primary audience.
To launch the survey means more than to make it live. It involves choosing the proper channels, timing and even incentives. When a designer or researcher promotes the survey, they ensures that it reaches the intended audience and encourages participation.
It’s essential to consider the time of day, week and even platform that aligns with the audience. Plan every aspect of the launch to maximize participation.
Data analysis transforms raw data into valuable insights. So, it’s crucial to use analytical tools to sort, filter and interpret the data in the context of the objectives. Look for patterns and correlations but also for unexpected discoveries.
The designer’s or researcher’s interpretation should lead to actionable insights that guide product or service improvement. This step transforms the effort of surveying real value for the project at hand.
Finally, it’s time to share the findings and implement changes. This completes the process. It’s therefore important to create comprehensive reports and engage stakeholders with the insights. Sharing fosters a shared understanding and sets the stage for informed decisions.
The design team should plan and iterate on improvements based on the insights and use the learnings for continuous enhancement.
Each step is a building block that contributes to a successful and insightful user experience survey. When designers or researchers follow this roadmap, it helps ensure that they create an engaging, relevant and actionable UX research survey.
Overall, UX surveys are superb opportunities to capture essential feedback that can shed light on the right areas to improve or develop well in a product or service. The key is to choose, structure, fine-tune and apply them well, and digest the feedback mindfully.
Take our course Data-Driven Design: Quantitative UX Research.
Consult our Ensuring Quality piece for additional insights.
Read Mastering UX surveys: Best practices and how to avoid biases by Andrés Ochoa for more details.
See How to use UX surveys to gain product experience insights by Hotjar for further information.
Read User Experience(UX) Survey Questions: 60+ Examples (+Template) by Pragadeesh for more helpful insights and examples.
For more on straightlining, read Survey Straightlining: What is it? How can it hurt you? And how to protect against it by Dave Vannette.
In a UX survey, designers should include questions that uncover user needs, preferences and frustrations. Focus on close-ended questions for quantitative data and open-ended questions for qualitative insights. Rate satisfaction levels on specific features and ask about the frequency of use. Include demographic questions to understand the user base better. Avoid leading and ambiguous questions to ensure unbiased responses.
William Hudson explains how to write good questions in this video:
Aim for a UX survey length that participants can complete in 5 to 10 minutes. This typically translates to 10 to 15 questions. When you keep surveys short and focused, it increases the completion rate and ensures the quality of responses. Use clear and concise questions to cover essential topics without overwhelming participants. Prioritize questions that yield the most valuable insights for your design decisions.
Take our course Data-Driven Design: Quantitative UX Research.
Designers need to avoid these common mistakes in UX survey design—namely when they:
Ask leading questions that bias the respondent's answers.
Use jargon or technical language that respondents may not understand.
Include too many open-ended questions, which can overwhelm participants and reduce completion rates.
Make the survey too long, leading to participant fatigue and drop-offs.
Neglect to pilot the survey to catch issues before wider distribution.
Forget to ensure anonymity, which can influence the honesty of responses.
Overlook the importance of a clear and concise introduction that explains the survey's purpose and estimated completion time.
William Hudson explains how to write good questions in this video:
To effectively distribute a UX survey, follow these steps:
Identify your target audience based on the goals of your UX research.
Choose the right channels for distribution, such as email, social media, or your product's website, where your target audience is most active.
Provide incentives, like a chance to win a gift card or access to premium content, to increase participation rates.
Use clear and compelling communication to explain the purpose of the survey and how participants' feedback will be used.
Ensure the survey is mobile-friendly, as many users will likely access it on their smartphones.
Follow up with reminders, but don’t spam participants, to encourage those who have not yet completed the survey.
Take our course Data-Driven Design: Quantitative UX Research.
To increase UX survey participation rates, consider these incentives:
Gift cards or vouchers for popular retailers.
Entry into a prize draw for a larger prize, such as electronics or a subscription service.
Exclusive access to premium content or features within your product or service.
Discounts or coupons for your product or service.
A summary of the survey findings, offering valuable insights to participants.
A donation to a charity for each completed survey, appealing to participants’ altruism.
Clearly communicate the incentive in the survey invitation to motivate participation. Also, ensure the chosen incentive aligns with your target audience's interests.
Take our course Data-Driven Design: Quantitative UX Research.
To analyze UX survey results effectively, follow these steps:
Clean the data: Remove incomplete responses and outliers that can skew results.
Do quantitative analysis: For close-ended questions, use statistical tools to calculate averages, percentages, and patterns. This helps in understanding general trends and user preferences.
Do qualitative analysis: Analyze open-ended responses by categorizing them into themes or topics. This uncovers deeper insights into user motivations, frustrations, and experiences.
Identify key findings: Look for commonalities and significant differences in the data. Focus on insights that directly relate to your research objectives.
Cross-reference responses: Compare responses across different demographic groups or user segments to identify specific needs or issues.
Draw conclusions: Based on your analysis, summarize the main insights that will inform your UX design decisions. Consider both the quantitative data and qualitative feedback to get a well-rounded understanding of your users.
Recommend actions: Suggest actionable steps to address the findings. This could include design changes, new features, or areas for further research.
Remember, the goal of analyzing UX survey results is not just to collect data, but to gain actionable insights that can improve the user experience.
Get an idea of what actionable insights look like in our piece Rating Scales in UX Research: The Ultimate Guide.
To ensure user privacy in UX surveys, adhere to these practices:
Inform participants: Clearly explain the purpose of the survey and how you will use the responses. Include a privacy statement that outlines the measures you take to protect their information.
Anonymize responses: Collect responses anonymously whenever possible. If you must link responses to individuals for follow-up, ensure the separate storage of this data from the survey responses to protect anonymity.
Use secure platforms: Choose survey platforms that comply with data protection regulations such as GDPR or CCPA. These platforms should offer encryption and secure data storage.
Limit personal data: Only collect personal information that is absolutely necessary for your research objectives. Don’t ask for sensitive information that could put participants at risk.
Data minimization: Regularly review the data you have collected and delete anything that is no longer necessary for your research goals.
Educate your team: Make sure everyone involved in the survey process understands the importance of privacy and knows how to handle participant data responsibly.
Offer opt-outs: Allow participants to skip questions they are uncomfortable answering and provide an option to withdraw from the survey at any point.
Take our course Data-Driven Design: Quantitative UX Research.
The timing of a UX survey significantly impacts the quality of user feedback. To conduct the survey too early may result in feedback that doesn't fully reflect the user's experience, as they may not have had enough time to explore and evaluate your product thoroughly. On the other hand, to wait too long to distribute the survey can lead to diminished recall and less precise feedback. This is because the details of the user experience might no longer be fresh in the respondents' minds.
Ideally, the survey should follow a meaningful interaction with the product, such as completing a purchase or reaching a milestone within an app. This ensures that the feedback is relevant and based on concrete experiences. Additionally, to send surveys after updates or significant changes can provide insights into how these alterations affect user satisfaction and behavior.
Moreover, consider the user's journey and choose moments when they are likely to be more receptive and have the time to provide thoughtful responses. Avoid times of peak activity or potential stress; it will ensure higher response rates and more accurate feedback.
Strategically timed surveys can yield richer, more actionable insights, and help designers and product managers to make informed decisions that enhance the user experience.
Take our course Data-Driven Design: Quantitative UX Research.
UX researchers handle survey response biases through several strategies—namely, if they:
Design clear questions: They craft questions that are straightforward and unbiased, avoiding leading words that might influence the responses.
Randomize question order: This prevents the order of questions from affecting the answers, especially in surveys with multiple choices.
Pilot test: Researchers conduct pilot tests with a small audience to identify and correct any biases before they distribute the survey widely.
Use a mix of question types: To incorporate both open-ended and closed-ended questions helps balance the quantitative data with qualitative insights. This reduces the risk of skewing the results towards one type of response.
Anonymous responses: To guarantee anonymity encourages honesty, especially in questions that might lead to socially desirable answers.
Apply statistical techniques: After researchers collect responses, they use statistical methods to identify and adjust for any biases that might have influenced the results.
Diversify sampling: They ensure the survey reaches a diverse audience to prevent biases associated with a particular demographic group dominating the results.
When UX researchers employ these methods, they can minimize the impact of response biases, and ensure the data they collect accurately reflects the user experience and informs design improvements.
Santosa, P. I. (2016). Measuring User Experience During a Web-based Survey: A Case of Back-to-Back Online Surveys. Procedia Computer Science, 72, 590-597.
This publication has been influential in the field of user experience (UX) research, particularly in the context of web-based surveys. The study explores the measurement of user experience during a web-based survey, using a case of back-to-back online surveys. The author investigates the impact of survey design and user interface on the user experience, providing insights into how to create more engaging and user-friendly survey experiences. The findings of this study can help researchers and practitioners in the field of UX design to improve the overall quality and effectiveness of web-based surveys, leading to better data collection and more reliable insights
Tullis, T., & Albert, B. (2013). Measuring the User Experience: Collecting, analyzing, and presenting usability metrics. Newnes.
This book is a comprehensive guide to conducting user experience (UX) surveys and analyzing the resulting data. It covers various UX metrics, such as task success rate, time on task and satisfaction, and provides best practices to design, administer and interpret UX surveys. The book is widely cited in the UX research community as a go-to resource for understanding and applying UX measurement techniques.
These questions form a comprehensive framework for understanding various aspects of the user experience. Remember to use only a few of these to keep response rates high.
“How did you find our website/app?”
This question helps assess the effectiveness of your marketing channels. It shows you where people first encounter your brand. While Google Analytics reveals traffic from specific sources like AdWords or Facebook, it needs to track direct traffic. To know this can fine-tune your marketing strategy.
“What was your primary goal in visiting our site today? Did you achieve it?”
This focuses on why users visit and if the site meets their needs. It helps identify gaps in content or functionality.
“How easy was it to navigate our site?”
This question examines the effectiveness of your website. You're on the right track if people find it easy to navigate. If not, it's a red flag. Your site's layout or functionality may need tweaks.
“What features did you use most?”
This question identifies which parts of your product or service are most valuable to customers. If the majority say they often use a specific feature, that's a pivotal strength to highlight in marketing.
“Were there any features that needed to be clarified or easier to use?”
This question zeroes in on potential weak spots in your product design or functionality. A feature that consistently arises as confusing or complicated to use needs improvement.
“How would you rate your overall experience?”
This provides a general impression of user satisfaction.
“What would you change about our website or app?”
This question invites suggestions for improving your digital solution. It gives users a voice in the development process.
“How likely are you to recommend our product to a friend or colleague?”
Recommendations measure customer satisfaction and loyalty. Pop-up surveys commonly use this question based on a widely used metric called the Net Promoter Score (NPS). A high likelihood to recommend means customers are happy and likely to become brand advocates.
“What other products or services would you like us to offer?”
This question taps into unmet customer needs and wants. Responses can reveal gaps in your current offerings and inspire new products or services.
“Did you encounter any technical issues?”
Technical issues, like bugs, error messages or crashes, can greatly affect customer satisfaction.
“What is your preferred payment/delivery method?”
It may seem trivial, but some customers will only buy if their preferred payment method is available. So, you must understand the popular payment options that resonate with your target audience.
“What is your preferred method of contact for support?”
This question seeks to know how customers prefer to reach out for help. To understand this helps businesses optimize their customer service channels.
“How would you describe our product in one sentence?"
This question aims to capture a concise customer impression of your product. The one-sentence descriptions can reveal key strengths or weaknesses.
“How does our product compare to similar ones in the market?”
This question seeks to understand your product's competitive edge or shortcomings. Responses can tell you where you excel or lag behind rivals.
“Were our support resources (FAQs, live chat) helpful?”
You need to understand the effectiveness of your customer support tools, like FAQs and live chat. If most people find these resources helpful, they validate your support strategy. If not, it's a cue to improve these areas. To understand this aspect ensures that you offer assistance that benefits your customers.
“How could our product better meet your needs in the future?”
This question aims to collect suggestions for future improvements. Whether it concerns the adding of new features or refining of existing ones, the feedback helps roadmap planning. If multiple customers highlight the same issue (like with pricing), that's a essential sign that needs attention.
“How did you find the speed of the site?”
This question evaluates how site speed impacts user satisfaction. Slow loading can frustrate users and may even lead them to abandon the site. If multiple people report this issue, it signals a need for optimization.
“What language options would you prefer for our website/app?”
This question identifies the language preferences of your user base. If a significant portion prefers another language, it makes sense to offer that option. To add new languages can broaden your reach and make your platform more inclusive.
“Would you like a follow-up from our team regarding your feedback?”
This question gauges interest in further communication. A “yes” suggests the respondent is engaged and open to dialogue, indicating higher loyalty or interest. A “no” means they provided feedback but aren't looking for a discussion.
“Would you be interested in future updates or newsletters?”
This question gauges customer interest in staying connected with your brand. A “yes” indicates a satisfied customer likely to engage with future offerings. A “no” could suggest they're not fully satisfied or not interested in long-term engagement.
Here’s a list of the eight best user experience survey templates that are free to use:
Find out what clients think about your business. Use this form as a case study to gather thoughts on customer service and more. Make changes to the template to focus on specific aspects of customer interaction
Experts have made this ready-to-use template to improve your software's Net Promoter Score (NPS). Gather critical insights to elevate your product.
Easily gauge customer loyalty with this template. Customers rate their likelihood of recommending you from 0 to 10. Adapt the template to explore additional areas.
Assess the performance of your customer service team. Adapt the survey to delve into aspects you are particularly interested in.
Send this brief survey to understand customer perceptions. It encourages customers to elaborate on their answers. Make adjustments to fit your needs.
Use this template to collect comments on your products. It aims to identify issues and suggest resolutions.
Collect rapid feedback on your products. Use this form to get concise and actionable comments from customers.
Capture detailed information on how your customers feel about your products and services. This is useful for pinpointing specific areas for improvement.
Here’s the entire UX literature on UX Surveys by the Interaction Design Foundation, collated in one place:
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