Having accurate customer personas can make a website up to 400% more effective and user-friendly. And to conduct a productive user experience survey, you need to ensure that you are asking the right questions – which is why we’ve put together some handy tips for you! In this article, we’ll dive into 25+ user experience survey questions and how to use them in the best way possible. Let’s dive in.
User experience (UX) questionnaires and surveys are designed to give you a better understanding of the people who use your product and digital channels. As you probably already know, user experience covers everything from interface and design to functionality.
Creating a good UX can positively impact a multitude of things within your business. Revenue, conversion, customer satisfaction, and loyalty are just a few. But what kinds of questions should you ask in a UX survey to get the best results? Let’s take a closer look.
In this article, you can read about:
- What questions should you ask in a user experience survey?
- How many questions should a UX survey have?
- User experience feedback metrics questions
- 25+ user experience survey questions examples
What questions should you ask in a user experience survey?
The questions you should ask depend on the goal you have in conducting your UX survey. A good rule of thumb is to keep your survey as short and relevant as possible. In other words, don’t be shy! Get to the point and make sure that you ask the customers what you want to know.
How many questions should a UX survey have?
Short answer: as few as possible.
Long answer: as with everything else – it depends on your survey. As previously mentioned, a rule of thumb is to keep any survey as short as possible. The longer you make it, the less likely it is that your visitors will complete it. We usually recommend 2-3 questions for all kinds of feedback forms, but if you need to conduct a longer survey, try to keep it to 10 questions.
User Experience Feedback Metrics Questions
Feedback metrics are a helpful tool for optimising your online user experience. These are two of the more common UX surveys to conduct and some examples of questions to include.
Goal Completion Rate (GCR)
A Goal Completion Rate survey helps you identify how many of your users achieve what they set out to do on your website or app. This allows you to see why people visit your digital channels and potential hurdles in their online journey.
Typically, a GCR survey asks something along the lines of:
- Did you achieve your goal?
- Did you find what you were looking for?
You’d also include a follow-up question asking for more information. Here are some examples:
- What was the reason for your visit?
- What was the reason you could not achieve your goal?
Additionally, don’t forget to include an open-ended question, allowing your users to explain their potential issues in their own words.
GCR is calculated by dividing the number of visitors who completed a set goal by the total number of visitors. There are no standardised “good” or “bad” results – it depends on your business and what you are trying to measure. But if you are looking for a benchmark to start from, a good rule of thumb is that anything above 75% is considered a good goal completion rate.
Customer Effort Score (CES)
This metric helps you to see how easy or difficult it is to complete a specific task on your website or app. It’s handy when identifying what the online journey looks like for your visitors. A high score typically means lower customer loyalty and less conversion.
An example of a typical CES survey question could be:
- How much effort did it take you to achieve your goal?
This should also be followed up by an open-ended question, asking the visitor if they have any suggestions on what could be improved.
Interested in learning more about CES and GCR? Check out our article Collecting Goal Completion Rates and Customer Effort Scores.
25+ user experience survey questions examples
With that being said, let’s dive into specific questions you can use in your user experience survey. Make sure to check out our blog on survey questions for even more examples.
Problem/Bug Reporting:
- Could you provide demographic information (age, gender, location)?
- Could you describe your issue in as much detail as possible?
- How long have you spent on this problem?
- What have you done to try to solve this problem?
Look and Feel:
- What was your first impression of our app/website? (This question can of course be applicable in more situations. It depends on how much support data you want to collect)
- How would you rate the look of our product/app/website?
- How would you rate the colour scheme of our product/app/website?
- How can we make the design simpler?
- How easy is it to find what you are looking for in the navigation?
- Is there anything on-screen that you find distracting?
Accessibility:
- How would you rate the user-friendliness of our product/app/website?
- Why did you choose us over our competitors?
- How easy was it for you to find what you were looking for?
- What were you hoping to accomplish with our website/product/app?
- Were you able to reach your goal?
- How much effort did it take to reach your goal?
- Is there anything in the purchasing process we could improve?
- How would you rate the payment options we provide?
- How would you rate the delivery options we provide?
Functionality:
- What features do you use the most on our app/product/website?
- What elements of this product are the least/most important to you?
- How could we improve our app/product/website?
- What problems do you face with our app/product/website?
- How well does our product match your expectations?
- Does our product/app/website meet all your expectations and requirements?
- Would you recommend our product/service/app to friends and family?
There are, of course, a ton of questions you can ask and don’t forget to tweak any suggestion you might take from this list to make it more personal to your brand.
Ready to create your own user experience survey?
Mopinion is the #1 feedback software for web, app, and email – everything you need to start checking in with your users and their experience. Collect feedback via a static button, or with specific user conditions and triggers like exit-intent or time spent on page. This allows you to investigate specific functions and customer processes on your website or app.
Interested? Test out Mopinion with our free 14-day trial or book a demo to learn more.
Ready to see Mopinion in action?
Want to learn more about Mopinion’s all-in-1 user feedback platform? Don’t be shy and take our software for a spin! Do you prefer it a bit more personal? Just book a demo. One of our feedback pro’s will guide you through the software and answer any questions you may have.
