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.
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.
Related 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?
c. Did you find what you were looking for?
d. What do you enjoy the most about the website or app?
e. Do you have any suggestions on how we can improve the experience further? Please share
a. Did you find what you were looking for today?
b. What are your main reasons for leaving?
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?
e. How can we improve the website or app?
a. Overall, how was your shopping experience on our website or app?
b. What are the aspects that you like the most?
c. What are the areas that need to be improved?
d. Did you face any issues while placing the order?
e. How likely are you to purchase a product from the website or app again?
a. What was your initial impression of the product?
b. This [product's/ tool's/ software's] capabilities meet my requirements.
c. This product is easy to use.
d. How easy was it to navigate the product?
e. What are the things that you liked the most about the product?
f. What is the one thing that frustrated you most about the product?
g. How can we make the product better?
Related Read: Best Online Survey Software & Tools
a. What is the likelihood that you would recommend [company or product] to a friend or colleague?
b. If the user answers 0-6, Please let us know how to improve the website or product.
c. If the user answers, what are the aspects you like the most about the website or product?
Let’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!