25 Best User Experience Survey Questions For Collecting Actionable User Insights in SaaS

25 Best User Experience Survey Questions For Collecting Actionable User Insights in SaaS cover

Do you know which user experience survey questions to ask? The right ones can give you data that uncover insights such as user sentiment and the like.

This post lists the different questions to ask users on your survey concerning their experience with your software. Collecting these valuable insights will help you provide a much better user experience with your app.

We’ll also discuss how to conduct UX surveys correctly to get the most out of your user feedback.

Let’s begin!

TL;DR

  • UX surveys help you rack up your customers’ feedback about their experience with your app using an in-app feedback survey.
  • Asking UX survey questions requires you to know what you wish to achieve with them. That will determine which user segments you should ask your questions to, and which tools can help you create and launch these surveys.
  • Best practices when launching UX surveys include using microsurveys to generate contextual feedback, eliminating bias from your survey questions, closing the customer feedback loop, and more.
  • Knowing the type of data you wish to collect from customer feedback regarding UX allows you to ask the right questions to the most appropriate product user segment.
  • User persona surveys ask questions to help you gain more information about your customers.
  • A General UX feedback survey collects data concerning your app’s UX aspects.
  • UX research survey data contain in-depth and actionable information about your app.
  • Customer satisfaction UX surveys measure how happy your users are with your app and its UX.
  • Customer service UX surveys are queries regarding the quality of help your customer support team provides.
  • Userpilot helps you get your UX question surveys off the ground with its easy-to-use survey builder, customer segmentation, NPS tool, and others.

What are user experience surveys?

User experience surveys are questionnaires that gather quantitative and qualitative feedback from customers based on their interaction with your app or website.

How to conduct UX surveys

Before creating user surveys, you must define your objectives. What type of feedback are you looking to collect and what do you want to do with it?

You might want to understand user sentiment with net promoter scores or focus on gathering customer experience data to improve the user experience for a specific part of the product.

Being specific will help you understand the users you might want to collect feedback from and the questions to ask.

In particular, you can make your survey appear to customer segments that meet specific characteristics, making them the ideal people to provide you with an answer.

Customer feedback tools help you create different survey types to collect specific data.

Best practices when conducting UX surveys:

When collecting both qualitative and quantitative app feedback data, these are some best practices to keep in mind:

  • Aside from collecting active feedback, allow customers to leave their passive feedback using an always-on feedback widget. Using both passive and active surveys in your customer feedback strategy allows you to collect more specific insights from customers.
  • Collect contextual user feedback using microsurveys that appear in-app for higher response rates vs email.
  • Create variants of your surveys and run A/B tests to determine which version produces higher completion rates.
  • Ask questions from an objective standpoint avoiding survey bias, as that could lead to false data.
  • Close the feedback loop by replying to users and making them feel acknowledged.
  • UX surveys aren’t just for existing customers. Ask visitors what they think about your app or website. Implementing their suggestions may convince them to become your paying customers.

User experience survey templates- UX survey types

When formulating questions for your user experience survey, you must know the data type you want to gather. In this case, below are survey types you can choose from (each of which collects specific user feedback), organized into categories:

User persona survey questions

This survey type aims to help you better understand your customers.

Based on their answers, you can build your user persona to target with your sales and marketing campaigns. Or you could update your existing user persona with the information they provided.

Below are in-app survey questions to ask your customers:

How did you first learn about [Product]?

Your customers’ answer to this question indicates your previous marketing campaign’s effectiveness.

You can determine which channels were the most effective in converting your target audience into customers as well as collect relevant data about their needs.

miro-how-did-you-first-learn-about-product
When setting up your team account, Miro asks how users have heard of the platform as the last question using a multiple-choice drop-down menu.

What will you be using [Product] for?

Knowing how customers use your product lets you see which features or options they liked the most or least. You can then develop your application for use cases that most customers answered the most.

Miro uses the jobs-to-be-done framework in its survey using well-defined and organized answers that customers can just choose from for a more personalized onboarding.

After selecting how they plan on using the app, the survey asks more questions to profile the users, depending on their chosen answers.

miro-what-will-you-be-using-product-for
Miro persona survey.

Linkgraph enables users to answer the same questions as goals. They also can choose more than one answer, giving their app a better idea of its combined use cases

linkgraph-what-are-your-goals
Linkgraph persona survey.

Mark asks users about their main goal by letting them choose from the well-defined user profiles.

Users will gravitate towards the profile description that they best identify with and one that describes their profession.

mark-self-identify

Here are other questions you might want to ask.

Which of our competitors did you consider before choosing us?

Knowing similar apps that customers considered before choosing yours helps your competitive research.

You can check their strengths and weaknesses to see what people like about them. Consider all the data you gathered about your competitors when upgrading your app.

What made you choose us over our competitors?

Find out why customers eventually chose your app over others, it could be because of a feature, your price, or something else.

Whatever it may be, develop your app while focusing on these reasons and make them better to convince similar people to sign up for your app.

How would you describe [Product] in one word or sentence?

Allow users to answer this question in their own words.

An open-ended question lets you see which sentiment, feeling, or statement your user associates with your brand. You can then compare their answers with your positioning statement to see if they are similarities or discrepancies.

General UX feedback survey questions

Ask general questions for your UX feedback surveys if you want to learn your customer’s thoughts and feelings about the app. Their answers give you an overview of your app for basic user research and UX analytics.

Below are questions you can ask:

How upset would you be if [Product/Feature] was no longer around?

Using a product market fit (PMF) survey helps you know your customers’ reaction level if your product or one of its features stopped existing.

If the general sentiment is that of disappointment, your app has filled a gap in the market, and you should do whatever it takes to keep your app available.

pmf survey user experience survey questions

As for features, consider sunsetting it their reaction towards it is lukewarm. You can then measure how its removal impacted their experience using your app.

How are you feeling about [Brand]?

Giving customers a way to share their feelings about your app via multiple-choice questions is an excellent way to get authentic user experience feedback.

Aside from allowing customers to choose from a wide range of feelings and emotions, give them an option to type in anything else they wish to share freely.

They can elaborate on their answers more or provide more insights into other thoughts they have about your app.

survey-example-how-are-you-feeling-about-brand
Slack feedback survey.

What score out of 10 would you give [product]?

Make users choose how satisfied they are with your app on a scale of one to ten (ten being the highest).

This works similarly to a net promoter score by helping you improve your app using the gathered data to improve customer loyalty and satisfaction.

Rate your experience with [Feature]

Getting accurate and immediate rating feedback regarding customer experience hinges on how soon you can make the surveys appear on the screen.

In this case, using on-demand surveys allows you to ask for their rating after using a specific feature in your app.

user-experience-survey-questions-miro
Miro survey.

Send feedback to [Team/Us]

Instead of gathering customer feedback using surveys, you can take the passive approach by letting customers share their thoughts about your app anytime.

Slack enables users to do this by typing “/feedback” in the chat box and pressing Enter. They can then share their thoughts about the software freely.

slack-send-feedback-to-team

UX research survey questions

This survey type allows you to get more granular insights from existing users who have used your app extensively.

Use their feedback to refine your app and its features for better usability.

How easy is our [product] to use?

You want to make your app as easy to use as possible. To know what your customers think, launch a usability survey asking them to answer on a scale from “very easy” to “very difficult” using numbers or emojis.

Use follow-up questions asking them to explain their answers to collect more actionable insights.

What is the one thing you wish the [Product] could do that it doesn’t already?

If you plan on adding app features, run a survey asking them which ones they want to see.

Based on their answers, prioritize features that received the most votes in your product roadmap. Just be sure to avoid feature bloat and focus on features that will positively impact your app.

Also, consider adding an open-ended question at the end so customers can better explain how they want your app’s features to be built.

What functionality of [Product] you couldn’t live without?

This question asks customers what the best feature of your app is. Knowing this exact feature enables you to focus your resources on maintaining this feature—if not making it even better.

Make sure to pair the result with product usage data and see if there are any discrepancies.

user-experience-survey-questions
Build in-app surveys with Userpilot, without having to code.

What features could you live without?

Your app may have features that customers aren’t using that much, or are not fond of.

Identifying these features from your surveys allows you to reduce spending resources on them. You may even consider sunsetting these features if there’s an overwhelming response against them.

What is the most difficult part of using our app?

Aside from features, your app may have UX issues causing customer problems.

Know what these are and take action to prevent the problems from worsening, which could cause users to bolt and go with your competitors instead.

Customer satisfaction UX surveys questions

As the saying goes, happy customers, happy business.

That’s not really how the saying goes, but the point stands: having more satisfied customers results in higher retention and better UX.

Below are questions that answer how happy your app users are:

How likely are you to recommend [Product] to a friend or family

This question collect your NPS score from customers. The higher the score they provide, the higher the likelihood they’ll recommend the app to their network, thus proving their brand loyalty.

To help you make sense of their answers, you can follow up the NPS question with an open-ended one to collect both quantitative and qualitative data.

user-experience-survey-questions-userpilot-nps
NPS survey built with Userpilot.

What do you find most frustrating about [Product/Feature/Brand]?

Knowing what irks customers regarding your brand as a whole and not just your product or features helps you nip all issues in the bud before they worsen.

What do you love most about [Product]?

Corollary, finding out what they love about your product and brand lets you keep them as good as they are now—if not make them better.

What would make you cancel your subscription

Even if there’s no reason for them to cut ties with your app anytime soon, you still want to know what it would take for them to leave.

This enables you to plan and set up contingencies in advance and proactively reduce churn.

What’s the most difficult part of using our app?

Similar to knowing the most frustrating part of your product, identifying the most challenging aspect of your app according to customers allows you to iterate your product for the better.

Customer service team UX surveys questions

Your customer support is also part of the user experience. So, you must know the quality of service your customer receives from your team to provide them with better service moving forward.

Below are UX survey questions you must ask regarding customer service:

How nice was my reply?

It’s not always what you say; it’s how you say it. Grading your team’s responses to customers allows you to refine the tone and voice they’re using when talking to them.

nicereply-support-survey-customer-happiness

[Brand] made it easy for me to solve my issue

At times, it’s what you say that counts. A customer service team with good problem-solving skills allows them to help customers with any problem with your app, resulting in happier customers.

in-app-customer-effort-score-survey-user-experience-survey-question

How would you rate your overall experience with [Brand] support services?

Your team’s reply and tone should come together to provide the experience you want your customers to have when dealing with them.

A high customer feedback score using multiple-choice questions means your team is clicking on all cylinders.

Apple lets customers choose from five answers ranging from “very satisfied” to “very unsatisfied” for gathering customer support feedback

apple-how-would-you-rate-your-experience
Apple feedback survey.

How would you rate the reliability of [Brand]?

Customers should trust that your support team will come through whenever they have issues with your app.

If your team can supply your users with all the help they need, expect customers to provide your team with positive responses.

Is there anything you would change about how [Product/Feature/Support] works?

Since customers are the ones using your app regularly, they may know which things to change in it that you don’t.

Allowing them to share these with you in your open-ended question surveys provides you with feedback that will only make your app even better.

UX survey tools

There are tools to help you create UX surveys to collect feedback and insights. But among the customer feedback software available, here’s the best one.

Userpilot

Userpilot is a product adoption tool that provides you with everything you need for your UX survey needs.

You can create custom in-app surveys that capture your brand’s look and feel. You can do all this in minutes without coding experience.

If you simply want to collect more data, you can even embed a Typeform survey and trigger it in-app to increase the engagement rate.

The tool lets you show your surveys to different customer segments so the data is collected contextually. This way, the surveys only appear to customers that meet your conditions to help you generate more accurate feedback.

userpilot-typeform-integration-user-experience-survey-questions
Build in-app surveys or embed Typeform surveys using Userpilot.

Userpilot also has a built-in NPS survey tool that lets you track and analyze your NPS score. It can also tag qualitative answers to help you identify trends that lead to high or low scores.

userpilot-nps-response-tag
Tag NPS responses and identify what’s driving low or high NPS scores.

Conclusion

User experience is a big part of your app and can determine whether people will choose your app over others. And you can only know what and how your app’s UX is by asking existing customers.

More importantly, getting the best customer feedback concerning UX is only possible if you ask the right questions at the best time.

To do that, you should identify which among the UX survey questions in this post you should ask in the surveys you can start creating using Userpilot!

Want to build product experiences code-free? Book a demo with our team and get started!

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