Why Is User Experience Feedback Important?

Why Is User Experience Feedback Important?

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.

Different UX Feedback Survey Types

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:

Product Experience Surveys

1. Product Experience Surveys

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.

2. Website or App Experience Surveys

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:

  • Conduct a UX feedback survey after a specific time or when the visitor is at a particular position on the page.
  • Show the UX feedback survey to the visitor who is about the leave the website or app.
  • Add the UX feedback survey at the order confirmation page to collect post-purchase feedback.
Website or App Experience Surveys
Product Usability Surveys After Successful Testing or Trial

3. Product Usability Surveys After Successful Testing or Trial

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.

4. Service Experience Surveys

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.

Service Experience Surveys
NPS (Net Promoter Score) Surveys

5. NPS (Net Promoter Score) Surveys

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.

UX Feedback Survey Questions & Examples for Different Scenarios

1. UX Feedback Survey Questions for Gauging Product Experience

feedback-survey

a. Do you use the [product name]?

  • iconIf yes, proceed to the next question
  • iconIf No, end the survey

b. How long have you been using the product?

  • iconLess than a week
  • iconA week to a month
  • iconA month to 6 months
  • icon6 months to a year

c. Please rate the following based on your experience with [product name].

rate-chart

d. What did you like the most about the product?

  • iconfree-text

e. What are the things that you want to improve in the products?

  • iconfree-text

f. How likely are you to recommend the product to a friend or colleague?

  • iconNPS survey

2. UX Feedback Survey Questions for Measuring Website or App Experience

Create Website Feedback

2A. Targeting On-Page Visitors With a Time-Delayed Survey

a. Please rate your overall experience with the website or app?

  • 1 (Very bad)
  • 2
  • 3
  • 4
  • 5 (excellent)

b. How easy is our website/app to use?

  • iconVery easy
  • iconSomewhat easy
  • iconNeutral
  • iconSomewhat difficult
  • iconVery difficult

c. Did you find what you were looking for?

  • iconYes
  • iconNo

d. What do you enjoy the most about the website or app?

  • iconFree-text

e. Do you have any suggestions on how we can improve the experience further? Please share

  • iconFree-text

2B. Targeting Leaving Visitors

a. Did you find what you were looking for today?

  • iconIf yes, What was your aim for coming to the website/app today?
  • iconIf no, what was missing?

b. What are your main reasons for leaving?

  • iconLack of support
  • iconDoesn't fit my needs
  • iconMy needs are fulfilled
  • iconUsability issues
  • iconOther (Please specify)

c. Please rate your overall experience with the website or app?

  • 1 (Very bad)
  • 2
  • 3
  • 4
  • 5 (excellent)

d. How likely are you to recommend the website or app to a friend or colleague?

  • iconNPS survey

e. How can we improve the website or app?

  • iconFree-text
Targeting Leaving Visitors
Measuring Shopping Experience at the Checkout Page

2C. Measuring Shopping Experience at the Checkout Page

a. Overall, how was your shopping experience on our website or app?

  • 1 (Very bad)
  • 2
  • 3
  • 4
  • 5 (excellent)

b. What are the aspects that you like the most?

  • iconFree-text

c. What are the areas that need to be improved?

  • iconFree-text

d. Did you face any issues while placing the order?

  • iconFree-text

e. How likely are you to purchase a product from the website or app again?

  • iconExtremely unlikely
  • iconUnlikely
  • iconNeutral
  • iconLikely
  • iconExtremely likely

3. Measuring User Experience After A Usability Test Or Product Trial

a. What was your initial impression of the product?

  • iconUnsatisfactory
  • iconPoor
  • iconFair
  • iconGood
  • iconExcellent

b. This [product's/ tool's/ software's] capabilities meet my requirements.

  • iconStrongly disagree
  • iconDisagree
  • iconSomewhat disagree
  • iconNeither agree nor disagree
  • iconSomewhat agree
  • iconAgree
  • iconStrongly Agree

c. This product is easy to use.

  • iconStrongly disagree
  • iconSomewhat disagree
  • iconNeither agree nor disagree
  • iconSomewhat agree
  • iconStrongly Agree

d. How easy was it to navigate the product?

  • iconVery easy
  • iconSomewhat easy
  • iconNeutral
  • iconSomewhat difficult
  • iconVery difficult

e. What are the things that you liked the most about the product?

  • iconFree-text

f. What is the one thing that frustrated you most about the product?

  • iconFree-text

g. How can we make the product better?

  • iconFree-text
product-trial

4. UX Feedback Survey Questions To Measure Support Services’ Efficacy

UX Feedback Survey Questions To Measure Support Services’ Efficacy

a. Was the service representative able to resolve your query or issue?

  • iconYes
  • iconNo

b. Overall, how was your experience with our support services?

  • 1 (Very bad)
  • 2
  • 3
  • 4
  • 5 (excellent)

c. Please rate the following areas of our service as per your experience.

rate-chart

d. The service representative was able to understand my query quickly.

  • iconYes
  • iconNo

e. Do you have any additional comments/suggestions for us:

  • iconfree-text

5. Measuring Long-Term Customer Experience With NPS Survey

Measuring Long-Term Customer Experience With NPS Survey

a. What is the likelihood that you would recommend [company or product] to a friend or colleague?

  • icon0-10 NPS Scale

b. If the user answers 0-6, Please let us know how to improve the website or product.

  • iconFree-text

c. If the user answers, what are the aspects you like the most about the website or product?

  • iconFree-text

6. Getting Insights Around Feature Addition / Upgrade

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!

a. What feature should we add next to the product?

  • iconFeature 1
  • iconFeature 2
  • iconFeature 3

b. Which feature do you think will help to improve the product experience for you?

  • iconFree-text

c. How often do you use this feature?

  • iconNever
  • iconRarely
  • iconMonthly
  • iconWeekly
  • iconDaily

d. How would you feel if we discontinued this feature?

  • iconNot at all concerned
  • iconSlightly concerned
  • iconSomewhat concerned
  • iconModerately concerned
  • iconExtremely concerned

e. What’s the next feature we should build?

  • iconFree-text

f. How disappointed would you be if you could no longer use [Product/feature name?]

  • iconFree-text
Getting Insights Around Feature Addition / Upgrade

Want to offer an exceptional user experience?

Qualaroo is the world’s top product research & feedback survey tool starting at $0

Case Study

Know How AWA Digital Unraveled What's Inside Their Customers' Mind Using Qualaroo

"Qualaroo gives us insight into the mind of the customer, without which we'd be wasting time testing things that will likely fail." - Jonny Green, Conversion Optimizer at AWA Digital.

Using the gathered information, AWA knows they must help to ease that feeling of worry for the customer. Having heard directly from the user, a conversion optimizer like Green can begin crafting split tests that do any of the following:

  • Ensure there's a copy that speaks to those fears on the website
  • Rework the copy to be more explicit to remove the customer's apprehension
  • Give the existing copy a more appropriate placement, such as placing it near a call to action.
  • Rather than guessing at which elements of the site have the greatest impact on users, user research is a fundamental part of AWA's prioritization process.

AWA Digital realizes the value of consumer feedback and believes users want to be a part of the process. Green said that people like answering questions, and if you ask them something about themselves—like what they want and what their motivations are—they can't resist typing a response.

Green and the AWA team value Qualaroo because it saves them time and effort while being easy to integrate and configure. Most important, it gives valuable insights that would be difficult to get through guesswork. He also notes that feedback is important because one size never fits all.

"Customers are different, even across industry competitors. They each have their own perception of themselves, their own reasons for choosing where they buy. Tools like Qualaroo give insight into these differences and enable us to increase our win ratio, which in turn increases return on investment for clients."

Want to know what your users think?

Qualaroo is the world’s top product research & feedback survey tool starting at $0

More Resources


  • Website Survey Questions
  • Online Course Evaluation
  • Demographic Survey Questions
Get Started Get a Demo