We live in an era where the first impression is the last even for brands, which is why companies try to leave an everlasting impact on their users by offering them an exceptional user experience. After selling or providing your products/services, it is vital to collect user experience feedback to improve the overall experience and increase your customer base.
Customers share their good and bad service experiences with friends, family, and social circles. Usually, bad experiences are more likely to catch the eye of people who are trying to learn more about your brand.
That's why UX feedback surveys are necessary to understand your customers' issues and problems. With the data in hand, you can make informed decisions to provide the best possible customer experience.
User experience can be measured as an overall effect of long-term interaction with the brand or a result of individual interactions at each touchpoint. Depending on the type of interaction, you can design UX feedback surveys for each situation to gauge both overall and transactional customer experience. Let's see some of the UX feedback survey types:
These surveys are designed for users at the end of the conversion funnel. You can target verified customers who have either used the product at some point or currently using it.
Product experience surveys provide insights about the product usability, i.e., issues with the features and functionality. You can use the information to improve the product and add new features.
These surveys are used to evaluate the customers' experience with your website or app. How useful is the content on the website or app? Is there an issue with the website navigation? How easy is it to find the information on the website/app?
You can target different user behaviors to get the answers to all the questions such as:
When you are launching a new product or updating the features of an existing one, it is always beneficial to use a control group to measure its effectiveness. Product usability surveys are shown to the people involved with the test to measure their experience with the product.
This technique helps to find the UI and UX issues with the product. You can also explore new ideas to make the product better before launch.
Similarly, you can use UX feedback surveys after potential prospects complete their product trial. You can get insights about their reservations and issues with the product and make changes to turn them into customers.
These surveys are essential for measuring the efficiency of your service staff. You can send UX feedback surveys to the customers who interact with the support or sales services to know their experience.
Is your service staff polite to the customers? Do they have adequate product knowledge? How efficiently do they handle the service request?
Service experience surveys can help you identify the areas of improvement. You can fine-tune your services to improve the customer experience before and after the purchase.
NPS is a standardized metric that measures long-term customer experience. It is a critical metric to measure in your business as it gives the idea of customer loyalty and repurchase probability.
You can collect NPS scores from your customers and benchmark them with your industry standards to see where you stand. Make the necessary adjustments and monitor the scores over time to track improvements.
a. Do you use the [product name]?
If yes, proceed to the next questionIf No, end the surveyb. How long have you been using the product?
Less than a weekA week to a monthA month to 6 months6 months to a yearc. Please rate the following based on your experience with [product name].
d. What did you like the most about the product?
free-texte. What are the things that you want to improve in the products?
free-textf. How likely are you to recommend the product to a friend or colleague?
NPS surveyRelated Read: Best Customer Feedback Tools
a. Please rate your overall experience with the website or app?
b. How easy is our website/app to use?
Very easySomewhat easyNeutralSomewhat difficultVery difficultc. Did you find what you were looking for?
YesNod. What do you enjoy the most about the website or app?
Free-texte. Do you have any suggestions on how we can improve the experience further? Please share
Free-texta. Did you find what you were looking for today?
If yes, What was your aim for coming to the website/app today?If no, what was missing?b. What are your main reasons for leaving?
Lack of supportDoesn't fit my needsMy needs are fulfilledUsability issuesOther (Please specify)c. Please rate your overall experience with the website or app?
d. How likely are you to recommend the website or app to a friend or colleague?
NPS surveye. How can we improve the website or app?
Free-text
a. Overall, how was your shopping experience on our website or app?
b. What are the aspects that you like the most?
Free-textc. What are the areas that need to be improved?
Free-textd. Did you face any issues while placing the order?
Free-texte. How likely are you to purchase a product from the website or app again?
Extremely unlikelyUnlikelyNeutralLikelyExtremely likelya. What was your initial impression of the product?
UnsatisfactoryPoorFairGoodExcellentb. This [product's/ tool's/ software's] capabilities meet my requirements.
Strongly disagreeDisagreeSomewhat disagreeNeither agree nor disagreeSomewhat agreeAgreeStrongly Agreec. This product is easy to use.
Strongly disagreeSomewhat disagreeNeither agree nor disagreeSomewhat agreeStrongly Agreed. How easy was it to navigate the product?
Very easySomewhat easyNeutralSomewhat difficultVery difficulte. What are the things that you liked the most about the product?
Free-textf. What is the one thing that frustrated you most about the product?
Free-textg. How can we make the product better?
Free-text
a. Was the service representative able to resolve your query or issue?
YesNob. Overall, how was your experience with our support services?
c. Please rate the following areas of our service as per your experience.
d. The service representative was able to understand my query quickly.
YesNoe. Do you have any additional comments/suggestions for us:
free-textRelated Read: Best Online Survey Software & Tools
a. What is the likelihood that you would recommend [company or product] to a friend or colleague?
0-10 NPS Scaleb. If the user answers 0-6, Please let us know how to improve the website or product.
Free-textc. If the user answers, what are the aspects you like the most about the website or product?
Free-textLet’s imagine that you made changes to your product or website. Rather than take a stab in the dark about what your readers want to read next or make assumptions about usability of new features, wouldn’t it be better to ask them? Adding features to your product can work in a similar way - simply ask your users what they would like you to develop and integrate into your product!
a. What feature should we add next to the product?
Feature 1Feature 2Feature 3b. Which feature do you think will help to improve the product experience for you?
Free-textc. How often do you use this feature?
NeverRarelyMonthlyWeeklyDailyd. How would you feel if we discontinued this feature?
Not at all concernedSlightly concernedSomewhat concernedModerately concernedExtremely concernede. What’s the next feature we should build?
Free-textf. How disappointed would you be if you could no longer use [Product/feature name?]
Free-text
