{"id":2180,"date":"2022-01-13T21:22:29","date_gmt":"2022-01-13T21:22:29","guid":{"rendered":"https:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/?p=2180"},"modified":"2022-10-25T11:35:26","modified_gmt":"2022-10-25T11:35:26","slug":"user-experience-surveys-questions","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/user-experience-surveys-questions\/","title":{"rendered":"10 Best User Experience Survey Questions to Ask"},"content":{"rendered":"\n<p>Are you struggling to come up with the best user experience survey questions to ask?<\/p>\n\n\n\n<p>You know, I sometimes find it crazy how vital user experience is and how little attention we sometimes pay to it. Consider this &#8211; <a href=\"https:\/\/www.toptal.com\/designers\/ux\/ux-statistics-insights-infographic\">90% of users<\/a> admit to stopping using a product due to poor performance.\u00a0<\/p>\n\n\n\n<p>Now, just imagine losing most of your users because your product doesn\u2019t provide a good UX.&nbsp;<\/p>\n\n\n\n<p>I admit that it\u2019s a highly unlikely thing to happen, of course. Then again, losing even a small batch of users may mean a severe hit to our MRR.<\/p>\n\n\n\n<p>Hence this guide. In this article, we\u2019ll discuss the different types of feedback you can collect with user experience surveys and what kind of questions you should be asking. Finally, we\u2019ll also cover some best practices for using surveys to evaluate the customer experience.&nbsp;<\/p>\n\n\n\n<p>So, let\u2019s get right to it.&nbsp;<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is a User Experience Survey?<\/strong><\/h2>\n\n\n\n<p>The simplest way to explain UX surveys is as a strategy for collecting customer feedback to make sense of their behavior.&nbsp;<\/p>\n\n\n\n<p>In short, user experience surveys help you figure out how customers interact with and experience your product. With such insight, you can discover what works for them and which aspects of your product might need more attention.&nbsp;<\/p>\n\n\n\n<p>In terms of the user format, there are different types of surveys you could run to evaluate the user behavior, preferences, and attitudes towards the product:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/refiner.io\/blog\/how-to-measure-customer-satisfaction-a-guide-for-saas-brands\/\">Customer satisfaction surveys<\/a> like <a href=\"https:\/\/refiner.io\/blog\/net-promoter-score\/\">NPS<\/a> or <a href=\"https:\/\/refiner.io\/blog\/csat-survey\/\">CSAT<\/a> that evaluate how satisfied and loyal your customers are.<\/li><li>Customer effort score (CES) measuring how much effort does it require for a customer to complete a specific task or action.&nbsp;<\/li><\/ul>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"820\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2022\/01\/1-1024x820.png\" alt=\"User experience survey question example.\n\" class=\"wp-image-2181\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/1-1024x820.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/1-300x240.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/1-768x615.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/1.png 1060w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<p><em>(An example of a user experience survey created with Refiner)<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Why use surveys for user research?<\/h3>\n\n\n\n<p>I admit that I get asked this question a lot. Surveys aren\u2019t the only way to evaluate customers\u2019 experience with a website or a product, after all. You could gain similar insights by evaluating heatmaps, running usability testing, or watching session recordings, for example.&nbsp;<\/p>\n\n\n\n<p><strong>So, why bother with creating surveys?<\/strong> Well, there are several reasons.&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Surveys deliver consistent data from the user\u2019s perspective. Your feedback does not rely on your interpretation of the user&#8217;s behavior. Instead, with a UX survey, you allow a customer to hint and explain their issues to you.<\/li><li>You can then combine this information with other participants\u2019 answers, collecting rich insights directly from your users.&nbsp;<\/li><li>You can focus surveys on specific areas of the product and collect detailed insight into how users feel about that particular experience.&nbsp;<\/li><li>Not to mention that surveys are reusable. You can run the same survey, again and again, building out the pool of insights from customers.&nbsp;<\/li><\/ol>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What Questions to Ask in a UX Survey<\/strong><\/h2>\n\n\n\n<p>I won\u2019t deny it &#8211; The hardest part of creating a survey is figuring out what questions to ask. Sure, there are other elements of the survey that you need to consider &#8211; the survey type, delivery type, any conditional logic that you might want to include, user targeting, or frequency, for example.&nbsp;<\/p>\n\n\n\n<p>All of those elements do help with the survey\u2019s success. They can increase the response rate, for example.<\/p>\n\n\n\n<p>But the fact remains that the quality of insights you receive is closely tied to what you ask your users about.&nbsp;<\/p>\n\n\n\n<p>So, let me share with you some ideas for good questions to ask in a user experience survey.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3 Types of User Experience Survey Questions<\/h3>\n\n\n\n<p><strong>#1. Task-driven questions<\/strong><\/p>\n\n\n\n<p>These questions focus on the person\u2019s experience either with the app in general or its particular aspect. You could also use them to probe deeper into the person\u2019s product preferences.&nbsp;<\/p>\n\n\n\n<p>For example:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u201cTell us about your experience with Refiner.\u201d<\/li><li>\u201cWhat has been your experience with customer research platforms to date?\u201d<\/li><li>\u201cWhat has been your experience with our onboarding process?\u201d<\/li><\/ul>\n\n\n\n<p><strong>#2. Questions that ask about customer attitudes directly<\/strong><\/p>\n\n\n\n<p>These questions ask the person to tell you more about their attitudes, preferences, or experience with the product or its particular features. They ask for opinions, impressions, experiences, and more.&nbsp;<\/p>\n\n\n\n<p>For example:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u201cWhat is your favorite feature of Refiner?\u201d<\/li><li>\u201cWhat features do you use the most in our app?\u201d<\/li><li>\u201cHow do you find our [NEW FEATURE]?\u201d<\/li><li>\u201cHow well does the [NEW FEATURE] help you in your work?\u201d<\/li><\/ul>\n\n\n\n<p><strong>#3. Follow-up questions<\/strong><\/p>\n\n\n\n<p>These questions compliment rating-based surveys, like NPS or CSAT. Their purpose is to learn more about the person\u2019s motivations for rating your product the way they did.&nbsp;<\/p>\n\n\n\n<p>For example:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u201cWhat is the primary reason for your score?\u201d<\/li><li>\u201cWhy would you NOT recommend us to friends or family?\u201d<\/li><li>&#8220;What could we have done differently to provide a better experience?\u201d<\/li><\/ul>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"607\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2022\/01\/2-1024x607.png\" alt=\"An example of a follow-up question.\" class=\"wp-image-2182\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/2-1024x607.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/2-300x178.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/2-768x455.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/2.png 1146w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<p><em>(Example of an NPS follow-up question.)<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">A couple of points about those questions<\/h3>\n\n\n\n<p>Can you see certain similarities between the examples I shared with you above?<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>They\u2019re all open-ended questions<\/strong>. Close-ended questions, ones that customers can answer with either yes or no, provide little information. They can suggest a problem or help you evaluate your user base\u2019s general attitudes true. But it\u2019s almost impossible to extract any deeper UX-related insight with them. Open-ended questions work much better when you\u2019re evaluating the user behavior and experience.&nbsp;<\/li><li><strong>These aren\u2019t leading questions either<\/strong>. Those questions don\u2019t assume that a person has had a positive or negative experience. They take a neutral approach and allow the person to first decide and then express what they feel.&nbsp;<\/li><li><strong>These questions do not impose any answers on the person either. <\/strong>In other words, these questions do not prompt the user to give a pre-determined answer. Once again, they allow the person to express themselves fully.&nbsp;<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to Get the Most of User Experience Surveys: UX Survey Best Practices<\/strong><\/h2>\n\n\n\n<p>To close off this guide, let me offer you some pointers to make your next user experience survey a success. All the advice below comes from my personal experience &#8211; from planning and building Refiner, a dedicated <a href=\"https:\/\/refiner.io\/\">survey software tool<\/a>, and from researching our users\u2019 behavior to continuously improve our UX.\u00a0<\/p>\n\n\n\n<p>So, without any further ado, here\u2019s what I recommend you pay attention to when creating UX surveys:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1. Avoid bias<\/h3>\n\n\n\n<p>It\u2019s so easy to fall into the trap of designing a survey only to confirm your beliefs. You might be thinking that changing a particular feature or interface element would make a difference to UX, and so that\u2019s what you ask about in the survey.&nbsp;<\/p>\n\n\n\n<p>A good example of doing so is asking users whether they\u2019d feel they\u2019d be more likely to click on a button if it was bigger (or in a different color).&nbsp;<\/p>\n\n\n\n<p>The problem is that, by approaching the UX survey this way, you\u2019re not acquiring any valuable insights. You\u2019re just confirming your own ideas, and that\u2019s not what these surveys are for.&nbsp;<\/p>\n\n\n\n<p>Another common way to instill bias is by asking leading questions, ones that prompt a specific response from users. We talked about this just a moment ago, and you\u2019ve seen that none of the examples I gave used that approach.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2. Even if you run a rating survey, add an open-ended follow-up question to it<\/h3>\n\n\n\n<p>Sometimes you may want to research more general attitudes towards your product or the user experience. And so, you launch NPS or CSAT surveys and ask users to rate a particular aspect of your product or service, company\u2019s operations, sales, support, etc.&nbsp;<\/p>\n\n\n\n<p>But even then, add an open-ended question at the end of the survey. It won\u2019t affect the rating scale, but it will allow you to understand and probe deeper into the person\u2019s motivations for their score.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1267\" height=\"1274\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2022\/01\/4-1018x1024.png\" alt=\"An example of an open-ended question added to a UX survey.\" class=\"wp-image-2183\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/4-1018x1024.png 1018w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/4-298x300.png 298w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/4-150x150.png 150w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/4-768x772.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/01\/4.png 1267w\" sizes=\"auto, (max-width: 1267px) 100vw, 1267px\" \/><figcaption>An NPS survey featuring an open-ended follow-up question.<\/figcaption><\/figure><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">#3. Focus on one UX issue at a time<\/h3>\n\n\n\n<p>I know; it sounds obvious. Then again, I\u2019ve seen companies using a single survey to evaluate more than one issue. The result? Well, on the one hand, it helps to keep the survey research simple. You run one survey only, after all. But on the other, it often leaves customers confused about what feedback to offer and leads to unusable insights.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4. Don\u2019t leave any room for interpretation<\/h3>\n\n\n\n<p>This is one aspect of running UX research that I find to cause the most problems. You see, it\u2019s easy to be biased when creating a survey, but it\u2019s also similarly simple to ask too vague questions.&nbsp;<\/p>\n\n\n\n<p>For example, asking \u201cwhat do you like about user research software\u201d might cause the person to talk in the context of another tool, not yours. Now, if that\u2019s the purpose of your research, to evaluate their general attitudes towards such products, the question will work fine. However, if you focus on your product\u2019s user experience, then, unfortunately, the question might provide invaluable insight.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#5. Be careful not to run too many surveys one after the other<\/h3>\n\n\n\n<p>I can guarantee it; once you\u2019ve run one UX survey, you\u2019re hooked. The data you receive is so phenomenal and helps drive so many aspects of the business forward that you\u2019ll want to do it again and again.&nbsp;<\/p>\n\n\n\n<p>And that\u2019s the problem.<\/p>\n\n\n\n<p>You see, useful as such surveys are, they can be irritating to users if you launch them too often.&nbsp;<\/p>\n\n\n\n<p>Plus, with constant surveys, you might not get enough time to process their findings before new data arrives.&nbsp;<\/p>\n\n\n\n<p>So, manage your survey frequency wisely. Set up intervals between surveys. This way, you won\u2019t be bombarding customers with more requests, and you\u2019ll have the time to digest and plan how to act on the data.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>And that\u2019s it\u2026<\/strong><\/h2>\n\n\n\n<p>Now you know what questions to ask in user experience surveys and how to make them a success.&nbsp;<\/p>\n\n\n\n<p>Good luck!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Are you struggling to come up with the best user experience survey questions to ask? You know, I sometimes find it crazy how vital user experience is and how little attention we sometimes pay to it. Consider this &#8211; 90% of users admit to stopping using a product due to poor performance.\u00a0 Now, just imagine [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/blog\/user-experience-surveys-questions\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":2190,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"refiner_sidebar_werbeblock":"1777","footnotes":""},"categories":[16],"tags":[],"class_list":["post-2180","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-success"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Best User Experience Survey Questions to Ask<\/title>\n<meta name=\"description\" content=\"Discover what user experience survey is, and what questions you should be asking when evaluating the user experience. 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