The toughest a part of conducting person expertise (UX) surveys is getting individuals to truly take them. Even your happiest clients routinely exit out of pop-up survey requests and delete emails asking for his or her suggestions.
Even offering incentives—like low cost codes or raffle entries—can fail to get their consideration.
If you wish to perceive the user experience and use the data to make your product as wonderful as may be, you want suggestions.
So how will you get individuals to reply your surveys?
Maintaining them brief, merely designed, and closed-ended with a multiple-choice or ranking format helps.
Nevertheless it’s additionally important to decide on UX survey questions that just about all the time compel customers to reply them.
We’ve obtained 10 of these to share with you proper now.
10 UX Survey Questions Customers Can’t Assist However Reply
Simply bear in mind to decide on 1-5 of those, not all 10, for any given survey. The bottom line is to keep away from overwhelming your customers whereas additionally piquing their curiosity in answering your questions.
#1. Are you having fun with the [product]?
We see this survey query pop up usually, particularly when utilizing apps or finishing an motion on an app. The query is straightforward and warrants a easy reply: sure, no, or considerably. Individuals are normally like, “Even when I don’t need to take a full-on survey, I can not less than reply this query.”
You’ll be able to create a mini-survey with this query and have it result in completely different locations relying on the reply:
- If customers reply sure, ask for a fast star ranking—since they answered that your product is useful, they’re extra probably to present you an excellent one.
- If customers reply no, ask for a snippet of written suggestions so your customers can let you know why they’re not happy. Then, work on fixing the problem.
- If customers reply considerably, you may present a spot for them to supply written suggestions, as with the “no” reply.
You won’t get a ton of wealthy, detailed insights from this query. However you would possibly. And on the very least, you do get a solution. If the person likes your product, you’ll acquire a pleasant star ranking. In the event that they don’t, you’ll hopefully get suggestions asking why.
Simply be sure you don’t entice customers with the survey. Make it straightforward for them to exit out of it in the event that they don’t really feel like answering. One of the simplest ways to get them to reply is to ship the survey on the most optimum time—ideally, not once they’re in the midst of an motion. That’s simply irritating.
Instruments like SurveyMonkey and Qualtrics may help you optimize surveys to look at simply the correct time.
#2. On a scale from 1-10, how helpful is that this product?
Understanding whether or not your product is genuinely helpful to your audience is important for its success. A 1-10 ranking scale is tremendous straightforward for customers to reply to shortly and and not using a ton of effort. That’s one of many explanation why any such query is so efficient. Individuals are used to ranking programs, they usually can provide their enter with out overthinking it.
In your finish, their reply provides you a broad sense of how customers really feel in regards to the product’s usefulness. You gained’t get granular suggestions on the why, however that’s OK. You need to hold issues low-pressure for customers.
The true advantage of rating-scale surveys is you could observe responses over time. This helps you regulate any general dips in your common ranking.
If you happen to get plenty of 9 or 10 scores, you already know your product is doing what it ought to.
If you happen to get a bunch of 4 and 5 scores, although, one thing’s up, and it’s time to dig into what is perhaps inflicting customers to charge your product that means.
You’ll be able to pair the ranking query with an non-compulsory follow-up, like, “What would make this product extra helpful for you?” This query can provide you extra qualitative suggestions that will help you perceive the quantitative stuff.
#3. If [the product] have been a automotive, what automotive wouldn’t it be?
This sort of query faucets into your customers’ sense of creativity. It additionally takes them without warning as a result of it’s a lot much less formal than the standard survey query. And whereas this query would possibly look like it’s only for enjoyable—and possibly even meaningless—it may truly inform you numerous about person notion.
If customers evaluate your product to a Porsche or a Lexus, they most likely see it as high-end and downright fancy.
In the event that they evaluate it to a Toyota Camry, they most likely see it as reliable but common—one thing they may discover elsewhere in the event that they needed. Like in a Honda or Subaru.
The query also can present you vital variations in the way you need your product to be perceived versus the way it’s truly perceived.
If you happen to consider the product as a Porsche or Lexus however everybody says Camry or Honda, it is perhaps time to rethink your targets. Do you need to lean into the qualities that make your product dependable and begin advertising and marketing to a distinct audience? Or do you need to deliver your product as much as Porsche or Lexus degree?
Right here’s our high tip for making this query work: select a comparability that’s related to your viewers. In case your audience isn’t into vehicles, you may ask them to match your product to an animal, a sort of meals, or perhaps a family equipment.
As a result of the query is straightforward, enjoyable, and sudden, you’ll get numerous solutions.
#4. What’s essentially the most irritating half about utilizing this product?
Who doesn’t love an excellent old school venting session?
This query is effective as a result of it faucets into the pure human need to share frustrations. Not solely that, it provides customers a spot to share these frustrations in a protected house. You’ll be able to even make the responses nameless—and inform the customers as a lot—to present them much more freedom to talk brazenly about their expertise.
A query like that is additionally highly effective as a result of it exhibits that you just know your product isn’t excellent—nothing is, in spite of everything—and also you genuinely need to know what could possibly be improved.
Loads of corporations go on the defensive once they get adverse suggestions. Nobody—and I imply nobody—likes that. This query exhibits that as an alternative of prepping to get defensive on the point out of a adverse expertise, you’re able to pay attention and make precise enhancements.
In different phrases, it exhibits that you just actually care in regards to the person’s expertise. And that goes a good distance towards constructing belief and good, heat, fuzzy emotions between your shoppers and your model.
#5. What’s the one factor you want the app might try this it doesn’t already?
Avid customers will virtually all the time get to a degree the place they’re like, “Aww man I want this product might do that…”
And that’s why this query is so compelling. It provides them an ideal alternative to let you know precisely what they want your product might do. If you happen to take note of suggestions and add options that your customers need, this query pays off massive time. It makes your customers really feel like a part of the creation of the product.
This, in flip, creates a stronger, extra loyal buyer base.
Take the favored budgeting software program, You Want a Finances. The r/ynab group on Reddit has 194 thousand members, and customers recurrently submit about which features they’d love to see on the software program service.
This specific submit has over 140 responses. If the YNAB staff hasn’t already, they’d do themselves an enormous favor by studying these posts—and even asking the query immediately on Reddit.
And sure, Reddit, Fb teams associated to your product, and different person boards are nice locations to ask this query! You’re fairly more likely to get a pleasant quantity of responses, particularly since customers will really feel such as you’re actually proper throughout the desk asking them this query. You virtually are. And that’s highly effective.
#6. What was one time you discovered this product to be extremely satisfying?
Gushing over a extremely good person expertise comes naturally to us. Virtually as naturally as complaining a few unhealthy one. This query focuses on harnessing the facility of the previous.
If you ask this query, customers will let you know about their greatest expertise together with your product—if it was memorable and useful sufficient. You’ll be able to then optimize these extremely satisfying occasions when you already know what they’re.
Once more, boards are an excellent place to submit this query. However you may as well have it pop up proper after a person efficiently completes an motion, like making a purchase order, finishing a job, or reaching a milestone inside the app.
That is when their optimistic emotions are contemporary, they usually’re extra more likely to share particulars about what made the expertise nice.
Perhaps they love how straightforward your app is to navigate. Or possibly they love the quick load occasions, or options that resolve their issues in a snap and save them a ton of time.
Understanding what customers love enables you to replicate these moments throughout the entire product expertise.
#7. What do you do essentially the most with this product?
Most individuals use merchandise or apps for 1 or 2 causes. They don’t use every little thing it has to supply. So, that is a straightforward and quick query for them to reply. With their responses, you may make positive the product is designed to seamlessly ship what individuals use it for essentially the most.
And if it seems nobody is utilizing a characteristic you occur to place plenty of power into, you may focus your efforts on the issues they are utilizing.
#8. To what extent does this product match your expectations?
Everybody expects one thing once they use a product. When a model exceeds their expectations or doesn’t meet them in any respect, they’re more likely to categorical it.
For example, a person would possibly say, “This product exceeded my expectations in how straightforward it was to make use of, however I believed it might be simpler to make use of integrations with different instruments.” Suggestions like this tells you what areas are working nicely—on this case, user-friendliness—and which of them want work. In our instance state of affairs, integrations might use some sprucing.
Since it is a extra open-ended query, it may be tougher to get solutions on. However you may make it a two-part survey.
In Query 1, ask, “To what extent does this product match your expectations?” and supply 4 selections:
- The product exceeds my expectations
- The product meets my expectations
- The product doesn’t meet my expectations
- The product falls far under my expectations
In Query 2, give customers the chance to clarify, in written kind, why they picked the reply they did.
They’re extra more likely to reply Query 2 after giving a straightforward, closed-ended reply to Query 1 than when you began the survey with an open-ended query. It simply feels simpler to clarify a solution you’ve already given than to pinpoint the precise means a product did or didn’t meet expectations.
The solutions shall be simpler so that you can arrange and analyze, too.
#9. On a scale from 1-10, how probably are you to advocate this product to a buddy or member of the family?
Ranking questions are straightforward for individuals to do. Plus, you’re sort of resonating with them emotionally by asking about family and friends. So, they’re extra more likely to reply this survey query.
Individuals assume longer and tougher about whether or not they would advocate one thing to a liked one, so you may depend on the response they provide to be real.
Even higher? Templates for a lot of these questions are tremendous straightforward to seek out on tools like SurveyMonkey, Typeform, and Qualtrics.
And for the reason that information is more quantitative than qualitative, it’s straightforward to research over time.
#10. Is there anything you need to share with us?
There’s all the time that yet one more factor individuals need to get off their chest about their expertise. If you happen to didn’t cowl it in your a number of alternative or ranking questions, this query provides customers an opportunity to actually say what’s on their thoughts.
And this real account of their experience can present you hidden points you didn’t discover earlier than. Greater than probably, these shall be belongings you by no means even thought of—not even after all of your analysis into person expertise and numerous surveys.
Providing this query to customers does you each an enormous favor. It helps your customers simply share frustrations they didn’t beforehand have the prospect to deal with—and it helps you repair these in any other case unknowable issues.
