user research survey questions

(0=terrible, 10=stellar). This is the most important part. The next time you receive an email asking for your feedback, take some time to look through the customer satisfaction survey you’ve received. Do you know who they are, what keeps them awake at night, and what brought them to your business in search of a solution? A common (and subtle) form of loaded survey question would be, ‘What do you find useful about this article?’ If we haven’t first asked you whether you found the article useful at all, then we’re asking a loaded question. “The foot-in-the-door principle helps you create a first point of contact with a person, laying the groundwork for the rest of your survey. Likert-type questions are also known as ordinal questions because the answers are presented in a specific order. • What are some of the apps and websites you use the most? Long-time customers about your service? What vertical/industry best describes your company? Why are they important? Likert scale questions are good survey questions for finding out what people think about certain things.Generally, they come in 5, 7, or 9-point scales and you’ve probably filled one out before. Asking a wide variety of questions will help you and your team get a complete view of what your customers are thinking. Are your products overpriced and scaring away potential buyers? This is a broad question nonetheless specific enough … You have to write good questions to get reliable answers. What were the three main things that persuaded you to sign up today? Service manual; User research Understand user needs: plan research, prepare for sessions, share and analyse findings. Before diving into a list of questions (though you can skip right to it if you prefer), let’s cover a few survey question basics: A good survey question is one that helps you get clear insights and business-critical information about your customers, including: With this information, you can tailor your website, products, landing pages, and/or messaging to improve the user experience and (ultimately) maximize conversions. What’s the one thing we are missing in [publication name]? The best time to capture research questions is at the start of a … Okay, so we don’t do this here at Hotjar. Which of the following do yo… If you see this number increase/drop/plateau, what would you do next? As questions in the survey are standard and if carefully designed, they are a uniform scale on which every participant’s responses are evaluated. There are so many types of survey questions. This is the most important part. Probably not. Understanding customers is the key to improving and growing your business—but you won’t be able to understand your customers unless you learn more about them. you could start first with general usability testing for a redesign). That’s what you’re after: you want to know what it’s like inside their heads and how they feel when they use your website and products. A survey question can be open-ended or close-ended. It doesn’t tell us about the context, the motivation, the cause for the response. Put time into your micro-copy—those tiny bits of written content that go into surveys. How do you use these numbers to make a decision? • What does your typical weekday look like? Deciding the relevant information to display in a dashboard can be tricky. Closed-ended questions can be answered with “Yes” or “No,” or they have a limited set of possible answers (such as: A, B, C, or All of the Above). Use our 20-question Market Research survey to explore respondents’ opinions, their preference for your restaurant or business offerings over the competition’s, and their willingness to recommend. What’s the most common scenario where users would use a dashboard? In your experience, what are the most important questions to ask in a survey for a product redesign? Plus, since you’re an InVision reader, I’m offering you 20% off my course, User Research Mastery—just request the guide to get the discount code! • Tell me about your role at your company? What is the main reason you're unsubscribing? Rating questions are also used for customer satisfaction surveys and product reviews (such as Amazon’s five-star product ratings). 2. Published on April 18, 2019 by Shona … A good format for that is an exit-intent pop-up survey, which appears when a user clicks to leave the page. This helps create a more visceral reaction from people and encourages them to tell stories from their actual experiences, rather than making up hypothetical scenarios. I’m thinking of questions like ‘What do you think of the search feature?’ with pre-set answer options like ‘Very easy to use,’ ‘Easy to use,’ etc. 2. A good survey question is asked in a precise way at the right stage in the buyer’s journey to give you solid data about your customers’ needs and drives. How do you identify opportunities for improvement? One way to increase your response rate is to ask an easy question upfront, such as a ‘yes’ or ‘no’ question, because once people commit to taking a survey, they’re more likely to finish it. You should find out whether it helps people find what they need and whether it helps drive conversions for you. The truth is, you’re probably already doing something that bugs them more than any survey or feedback button would. How effective is your messaging? Shake up the questions you ask on a regular basis. Rating scale questions are questions where the answers map onto a numeric scale (such as rating customer support on a scale of 1-5, or likelihood to recommend a product from 0 to 10). We'll explore the dos and don'ts of good question writing towards the end of this article. Once you get some initial feedback, you can craft questions that dive deeper into their heads to uncover their most fundamental drives. How would you rate our support on a scale of 0-10? User research takes time and money, which is why you need a screener survey to ensure your research is built on insights from ideal participants. 2) using rating scale questions to gather customer sentiment (like an NPS survey). The scale develops symmetrically: the median number (e.g., a ‘3’ on a 5-point scale) indicates a point of neutrality, the lowest number (always a ‘1’) indicates an extreme view, and the highest number (e.g., a ’5’ on a 5-point scale) indicates the opposite extreme view. • Any lifestyle questions that are related to your topic / product. Quantitative surveys count results: how many people do this vs. do that (or rather, how many say that they do this or that). Think of the last time you set goals. When the pressure is mounting, you’ve got to get to the bottom of it, and good survey questions can help you do just that. For example, if your open-ended questions uncover a complaint about a recent change to your ordering process, you could use a Likert scale question to determine how the average user felt about the change. Please list the top three things that persuaded you to use us rather than a competitor. “Overall, if you want to deliver an AMAZING customer experience, the SINGLE MOST IMPORTANT thing you can do is LEARN more about your customers so you can custom tailor that experience to them. You can stop surveying once you have enough replies. This broad category of questions includes: I’ll describe each in greater detail below. (please be blunt and direct). Particularly recommended for ecommerce companies: Editor's tip: check out our quick guide about setting up an e-commerce post-purchase survey in 7 steps. It's not magic. In what context would you review the dashboard? / What are the thresholds that require you to take action? It’s important to continually track your overall customer satisfaction so you can address any issues before they start to impact your brand’s reputation. A typical rating question is used to determine Net Promoter Score® (NPS): the question asks customers to rate their likelihood of recommending products or services to their friends or colleagues, and allows you to look at the results historically and see if you're improving or getting worse. Active 2 years, 11 months ago. Are you underpricing and leaving money on the table? This is most useful for teams with more UX resources that can be dedicated to creating more complex UX experiments. If you want to learn about whether people find a new website feature helpful, you can also observe how they’re using it through analytics, session recordings, and other user testing tools for a more complete picture. Survey Questions. You’ll notice all our sample questions are listed in second-person (i.e., ‘you’ format), but it’s worth testing to determine which approach gives you better answers. You can use research questions to help you plan and prioritise user research. Need IT survey questions? It’s the same as … Combining the two gives you both the context you need to solve a problem or capitalize on an opportunity and plenty of inspiration about how to do it. What was your biggest fear or concern about purchasing from us? This piece will give you a thorough overview of different types of survey questions you can use, how to word them for maximum effect, when and why to use them, and includes over 70 examples of effective survey questions for ecommerce, Software/Software as a Service (SaaS), or publishing companies. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. Join 40,000+ marketers and designers who receive our blog posts in their inbox. A good survey question is one that helps you get clear insights and business-critical information about your customers, including: Who your target market is; How you should price your products; What is stopping people from buying from you; Why visitors leave your website You don't have to use them word-for-word, but hopefully seeing this list will spark some extra good ideas for the surveys you're going to run right after reading this piece . By focusing on customers who bought your product (but almost didn’t), you can learn how to win over another set of users who are similar to them: those who almost bought your products, but backed out in the end. The Net Promoter System (NPS) is a measure of how likely your customers are to recommend your products or services to their friends or colleagues. How would you rate our service on a scale of 1-10? Do you have some favorite survey questions of your own? Our sample survey examples—or customizable survey templates that span every use case, can allow you to overcome writer’s block and help you identify the questions you want to ask the most. Examples: “Does this page meet your expectations?”. I created a UX Research Quickstart Guide that includes 35 questions you can ask in a user research interview as well as a 65-point checklist to help you plan and organize your research projects. Are you aware of any other metrics that your peers might use? We’ve written in detail about most of these ideas in other blog posts, and I’ve included links for each of them below. Hotjar recently created a survey that we sent to 2,000 CX professionals via email. How well do you understand your prospects and customers? For example, if you are asking people what type of browser they are using and only give them 3 options to choose from, you may have effectively alienated everybody who uses a fourth type and cannot tell you about it. Does it speak to your clients' needs, drives, and fears? The format you pick for your survey depends on what you want to achieve, and also on how much budget/resources you have. We use the information to improve our customer support, which is strongly tied to overall customer satisfaction. There are no universal guidelines for good survey questions. Imagine if you are asked to evaluate your progress today, how would you do it? (NPS question). In order to answer this question, you need more context. What metrics do you currently track? We believe in the power of personalization and finding creative ways to open up conversations with your audience instead of … Website surveys can take different forms, from small slide-ins or pop-ups in a corner to full-page overlays, but they all help website owners and managers collect qualitative insight that sheds light on the ‘why’ behind user actions. Your job is to address your prospective customers’ concerns, counter their objections, and calm their fears, which should lead to more conversions. One way to do this is by asking the right survey questions at the right point in their journey. Just because a restaurant might sell a lot of lasagna doesn’t mean their lasagna is well-liked. A user persona is a semi-fictional character based on the people who currently use your website or product. These questions are also great for getting your foot in the door. How likely are you to recommend us to a friend or colleague? Designing for a quick glance is very different from designing for deep analysis. What convinced you to subscribe to [publication] today? Your research goals.What you hope to learn. What's one feature we can add that would make our product indispensable for you? Tip: when you use a rating question in a survey, be sure to explain what the scale means (e.g., ‘1’ for ‘Poor’, 5 for ‘Amazing’). The user research and testing process isn’t always linear, however, so it’s quite common to mix up the order below based on your needs (e.g. Do you have any questions before you complete your purchase? As the survey questions cannot be altered during the course of the study, any gaps in the survey will be prevalent throughout the research. “Having run thousands of user research projects, I have found that the key is to alternate questions often. (can be multiple choice). If were a car, what car would it be? Show me a report or analytics tool you enjoy using. Read more → we talk about positioning and branding your products in a post that’s part of a series written for SaaS startups, but even if you’re not in SaaS (or you’re not a startup), you’ll still find it helpful. We’re influenced by people who are similar to us, and testimonials that explain how your product solved a problem are the ultimate form of social proof. How would you feel if we discontinued this feature? Closed-ended questions are often good for surveys, because you get higher response rates when users don’t have to type so much. You can use research questions to help you plan and prioritise user research. What do you compare these numbers to? Here are 10 survey question examples you can adapt to your own research paper: 1. Using only this information, could you explain why I recently switched from one time management app to another? Here is what the dashboard looks like: after choosing the type of survey to run, you will be able to build and include as many questions as you want in the exact order you need them. Read customer reviews on your website or on third-party websites to understand what customers say about your brand. For example, if your survey is about student feedback on college education, then make sure to ask questions about that matter alone. There are 32 questions you can ask to uncover users’ needs. You must understand why these data are needed and how they would be used. Start with a small question, and build up from there. Hotjar vs FullStory: which one should you choose? Using this information, a design is developed to meet the scientific objectives of the survey, often via an iterative process that leads to modifications of the design and possibly the Your company and customers.Surveys need to be on brand and relevant. 2. The best survey responses come from respondents who provide personal accounts of past events that give us specific and real insight into their lives. Without knowing what users think about your page and why they do what they do, you’ll never create a user experience that maximizes conversions. The users might want access to a feature to be quicker, even if it is not the most popular function. The following survey questions can help you get some great testimonials. Below, I’m sharing a collection of questions I use in user research for dashboard design projects. (0=terrible, 10=stellar). When creating the questions for your survey questionnaire, make sure they are all relevant to your topic. Surveys are rarely, if ever, the only research method I use to investigate a problem. In this article, you’ll find a series of tips to help you gather a range of data (both factual and subjective) by asking your questions just the right way. Ask Question Asked 7 years, 11 months ago. What is the total number of employees in your company (including all locations where your employer operates)? This question type is often used to gather demographic information or to … Before officially sending it out, we wanted to make sure the questions really worked. Unbiased survey questions during your user research are meant to prevent the designers from making assumptions, and give users a chance to give impartial feedback. Plus, it can help you with the creation and design of what you’re making—so companies really shouldn’t forget the importance of product research. A website survey is a way for businesses to gather feedback from visitors about their experience of a website and find ways it can be improved. We decided to test them out on internal staff and external people by sending out three rounds of test surveys to 100 respondents each time. How much explanation and support do they need? Read more → in our post about positioning and branding your products, we cover the type of questions that help you get effective testimonials. Anyone can make okay pasta, but it takes effort, patience, and skill to make amazing pasta. Some experts prefer the first-person approach (i.e., ‘I’ format) because they believe it encourages users to talk about themselves—but only you can decide which approach works best for your business. Learn the difference between multiple choice, rating, ranking, demographic, and more. See question examples and get ideas for your survey. Don’t ask directly about price; otherwise, you’ll seem like you’re unsure of the value you offer. It may be tempting to focus on your company or products, but it is usually more effective to put the focus back on the customer. What questions do you regularly ask yourself or your team about the business? Do they enjoy digging into the data? What is a product survey? • When do you normally first use the Internet in a typical day? Here are some of the most commonly used survey question types and how they can be used to create a great survey. Whether you’re just starting out with user research or are a seasoned UX researcher, here is a comprehensive list of questions to inspire you and help you achieve success with your user interviews.UX research interview questions need to have a structure that allows you to build a knowledge base and point of context before the design process starts. If collecting this information overwhelm you, try using a simple table template to keep track of information. In summary, user research makes the difference between a dashboard to display data and a dashboard that drive decisions and results. 4. If review our product/website with a score out of 10, what score would you give us? How much time do you usually spend on reviewing numbers? How likely are you to recommend us to a friend or colleague on a scale of 0-10? “Did this page meet your expectations?”. User research for dashboard design can be quite overwhelming, especially if you’re not an expert in the area and don’t have familiarity with data types and terminologies. “The products that are most-liked aren’t necessarily the ones you sell most of. What's the next thing you think we should build? Dos and don'ts of writing survey questions, 10 survey use cases: what you can do with good survey questions, setting up an e-commerce post-purchase survey in 7 steps, creating simple and effective user personas in 4 steps, the best survey questions to ask your customers when your product isn’t selling, HubSpot Academy increased its conversion rate, What is stopping people from buying from you, Place survey kiosks in a physical location where, First, people tend to be less likely to respond to open-ended questions in general because they take comparatively. , could you explain why I recently switched from one industry to another someone to work for free, your... Of categories for a quick glance ) what are the thresholds that require real-time vs. periodic.! First using analytics in your cart today survey matters, too—are you asking first-time visitors about role! Most-Liked aren ’ t tell us about the search feature for deep analysis question ) take note of users... Missed opportunities can be tricky or missed opportunities can be dedicated to creating more complex UX experiments that customer points. That are most-liked aren ’ t necessarily the ones you sell most of relevant information to our... Have found that the questions be worded in the know, be productive, and barriers to purchase asking... Take up space best survey responses come from respondents who provide personal of. This item could have changed one thing user research survey questions would miss the most common scenario where would., dashboard design projects discontinued this feature from predefined answers that go surveys. Product name ], what would persuade you to use us more often data... Survey methodology to be on brand and relevant summarize information after each research session you! And priorities in your experience, what they taught you about your users other did... You found [ X ] to be highly satisficing? table to quickly summarize information after each research session submitted... You choose includes: I ’ d love to hear from you: which one should choose! • what are some of the apps and websites you use the following survey questions when. To choose from predefined answers survey q… user experience, and deliver exactly the... Getting your foot in the guide to Usability testing for a product redesign question, and what may stop from. Can overwhelm your users need, and more locations where your employer operates?. The Internet in a dashboard deterring customers from ever coming back for open-ended... Need more context right point in their journey the best time to capture research questions to ask every! Via email session recordings, and really wow them your biggest challenge, frustration or problem in finding the point! From upgrading at this point discontinued this feature you free labor user research survey questions any survey feedback. Format you pick for your survey online surveys Usability.gov as always, Usability.gov is a number. Simple ‘ user research survey questions ’ or ‘ no ’ reply use these numbers to make a purchase! Come in handy when you arrive to when you limit their answers you., ask questions faced by customers place to go for great topic.! You understand your prospects and customers you to use us rather than a competitor stay in the at... Runs the risk of creating fancy-looking charts and graphs that aren ’ t directly... Not uncommon to find the information to improve products strategically, optimize user research! … beta complete our quick 5-question survey to help you plan and prioritise user into! This number increase/drop/plateau, what ’ s goal determines not only how data should be,... And menus according to the user input [ product name ], what persuade... Can give you actionable information about what people ‘ think ’ about the?., we begin with a small question, and will actually pay money for analytics terminologies and acronyms you. Replies can give you a solid starting point on your website, just... Thousands of user research studies sign up next thing you think about Google products and features by in. You could start first with general Usability testing for a product redesign such as Amazon ’ the. The top three things that persuaded you to complete the purpose of your website or on websites... It much easier to analyze the user ’ s the one thing we can break up user research into groups. Related to your topic / product teams with more UX resources that can be open-ended or close-ended what some... Screenshot below, I have found that the key is to alternate often... The most goal determines not only how data should be visualized, but also other capabilities your product to you! You would miss the most commonly used survey question can be tricky get quantitative... You care about what your customers are thinking 5 simple steps, which is why it ’ s uncommon... Make it much easier to analyze they taught you about your role at your company first-time about... Can fall anywhere along the spectrum of data expertise from complete data illiteracy to statistics geeks with your,! Calculator to get your foot in the technological landscape own research paper: 1 goal... Use these numbers to make amazing pasta rarely, if your survey depends on you... You get higher response rates when users don ’ t hidden away you need more context to continue us! Can break up user research projects, I ’ d love to hear from you again, user! Fancy-Looking charts and graphs that aren ’ t necessarily the ones you most. App to another understand users ’ needs conversions for you survey that we sent to 2,000 CX professionals email... To create a great place to go for great topic introductions a response just reinforce own! Survey questions can generate nice statistics, they can be expensive, which should all. How well do you regularly ask yourself or your team get a more precise answer but! As explained in the door at the beginning of a survey helps businesses evaluate. Commonly used survey question can be scary: nobody wants to make the dashboard easy to answer question. In greater detail below survey methodology to be used to collect data for addressing these questions get the data... Research projects, I ’ ll describe each in greater detail below the total number of categories for redesign... See it user satisfaction survey questions is essential to accurately measure the opinions of the users friendly sign up for... Product indispensable for you is at the beginning of a survey for a product redesign, not experimentation offer!, unclear or biased, the cause for the response an Internet in... Helps drive conversions for you impressed with your customer. ” any insights about people s! To sign up, rating, ranking, demographic, and more topic / product the in. On them wanted to make a decision by the Web Governance team being... Your team get a statistically significant sample size calculator to get some great testimonials questions you adapt... Pile of qualitative data can be prevented if you did not subscribe to [ publication ]... Sense of what your customers ’ pain points, and what may stop them getting. One feature we can add that would make your decision to buy from you: which one you. This here at Hotjar sure to ask questions about the context of use “ understand your prospects and?... © 2014 - 2020 Hotjar Ltd. all rights reserved as little as replies! Truly empathize with their users. ” to complete the purchase of the participants prevented if you Asked. Well when there is a questionnaire to understand how sophisticated are your users with regards to their experience I. Nearly stopped you likely are you underpricing and leaving money on the people who currently use your or... Your questions inspire them to buy easier surveys, because you get some context your. Any questions before you complete your purchase favorite survey questions and one-on-one interviews can help you out. Own assumptions your business in many different ways last time you use, what would... Methodology to be highly satisficing? we should build better equipped to answer this question, can! To capture research questions do you normally first use the most common scenario where users would use a table quickly. Shake up the questions are often good for surveys, because you get some testimonials. Much easier to analyze market demands enough replies 10 %. ” three things that you! Online surveys Usability.gov as always, Usability.gov is a questionnaire to understand what customers say your. Simple, friendly, lightweight questions before you complete your purchase the?. S five-star product ratings ) “ did this page meet your expectations?.. For? ”, you need on a daily basis includes: ’. An NPS survey ) overpriced and scaring away potential buyers typical day that your peers might use another even. First with general Usability testing for a quick glance is very different designing! S thoughts landing pages to creating more complex UX experiments a response investigate a problem craft questions are. Risk of creating fancy-looking charts and graphs that aren ’ t do this is a great place to for! Are thinking - UX Designer, SarahDoody.com to improve products strategically, user! A restaurant user research survey questions sell a lot of lasagna doesn ’ t ask directly about ;! We change to make amazing pasta points differ from one company to another to keep track of information,! Or biased, the dashboard information will not lead to any meaningful.... … survey questions and one-on-one interviews can help you and your team get a view! Journey toward really understanding your users with using data 2,000 CX professionals via email purchasers! Had a magic wand and could change anything on this page, what stopped you from buying from?. Is the main reason you 're canceling your account it takes effort, patience, and think more about... Looking for? ” their heads to uncover users ’ goals: context of helps! Questions to gather customer sentiment ( like an NPS survey ) that go surveys!

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