{"id":13024,"date":"2024-09-16T21:43:01","date_gmt":"2024-09-16T21:43:01","guid":{"rendered":"https:\/\/userpilot.com\/blog\/ux-survey\/"},"modified":"2024-09-17T22:04:13","modified_gmt":"2024-09-17T22:04:13","slug":"ux-survey","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/ux-survey\/","title":{"rendered":"What is a UX Survey and How to Conduct One?"},"content":{"rendered":"

What is a UX Survey?<\/strong><\/h2>\n

UX survey\u00a0is one of the most common UX research methods for getting both qualitative and quantitative insights from your users.<\/p>\n

It helps you better understand customer behavior and determine what works and what doesn’t so you can prioritize improvements to your product’s UX.<\/p>\n

Why do UX surveys matter?<\/strong><\/h2>\n

As a SaaS company seeking sustainable business growth, UX surveys provide a cost-effective way to collect customers\u2019 insights and make data-driven decisions.<\/p>\n

UX surveys help uncover friction points in your product\u2019s UX design and give you the right insights to optimize the user experience.<\/p>\n

Improved user experience naturally reduces churn and increases retention.<\/p>\n

When to conduct UX surveys<\/strong><\/h2>\n

Gathering customer feedback <\/a>isn’t a one-time thing, you should continuously collect and act on it.<\/p>\n

It is important to conduct UX surveys at multiple touchpoints of the customer journey. It will help you determine what’s preventing your user from progressing through each stage so that you can eliminate those factors.<\/p>\n

Analyzing the data will help you determine if certain features need to be enhanced or if a brand new feature is needed.<\/p>\n

Types of UX survey<\/strong><\/h2>\n

The type of user experience survey you should use depends on the kind of information you want to capture from them. This section will describe the various types you can deploy and the purposes they serve.<\/p>\n

Customer effort score surveys<\/strong><\/h3>\n

CES surveys determine how easy it is for users to interact with your product features. Customer effort<\/a> spans various activities, including contacting support, using a feedback widget on your UI, or upgrading to a new tier.<\/p>\n

A high score, in this case, means that users find your product easy to use to accomplish their goals.<\/p>\n

\"hotjar<\/picture><\/figure>\n

Customer satisfaction surveys <\/strong><\/h3>\n

A CSAT survey<\/a> measures the level of satisfaction users have after engaging with your product or service.<\/p>\n

In order to understand the overall level of satisfaction users have with your product, you should measure CSAT at different touchpoints within the user journey.<\/p>\n

\"Hubspot<\/picture><\/figure>\n

NPS surveys<\/strong><\/h3>\n

NPS surveys <\/a>give you insights into how loyal your customer is and help you proactively resolve problems that are making users unhappy.<\/p>\n

Looking at the qualitative data collected with NPS surveys will get insights into what makes users stay loyal so you can replicate that experience to other relevant user segments.<\/p>\n

\"userpilot<\/picture>
Example of an NPS survey created in Userpilot.<\/a><\/figcaption><\/figure>\n

Close-ended questions for collecting quantitative data<\/strong><\/h3>\n

Closed UX survey questions will provide you with quantitative insights that are easy to gather and analyze.<\/p>\n

These questions usually come with a radio button, checkbox, or other types of scale and number.<\/p>\n

It\u2019s advisable to start your surveys with one or two closed-ended questions to gather quantitative information with minimum user effort. Oftentimes, their response rates are higher because they are quick to respond and don’t require much thought.<\/p>\n

Open-ended questions for qualitative research<\/strong><\/h3>\n

After you’ve segmented the responses from your quantitative surveys, you should follow up with open-ended questions.<\/p>\n

Using an open-ended question in your UX survey allows customers to give more qualitative insights into their expectations, experiences, and pain points.<\/p>\n

Incorporating an open-text field in your survey requires more effort from users and your product team. But the insightful feedback<\/a> you\u2019ll receive can inspire significant UX changes that result in a better user experience.<\/p>\n

Look at how Slack does it. They use predefined answers that help users self-identify and then give them the option to add details with an open-ended question type.<\/p>\n

\"open-text<\/picture>
Source: Slack<\/figcaption><\/figure>\n

Step-by-step guide for designing a UX survey<\/strong><\/h2>\n

Since we\u2019ve discussed what UX surveys are and why they are important, let\u2019s dive into the process of creating one<\/a>.<\/p>\n

Step 1: Determine your goals and set expectations<\/strong><\/h3>\n

Before sending out a UX survey to your users, outline the end goal of the research.<\/p>\n

What aspects of your product or design are you looking to improve? What are you trying to learn about your users?<\/p>\n

Step 2: Design the survey<\/strong><\/h3>\n

The next step is to convert your core objectives into UX survey questions. Ensure that the survey questions are relevant, straightforward, and contextual.<\/p>\n

Then, decide on the type of survey that will best fit your needs.<\/p>\n

This is also the stage where you decide the look and feel of your survey. Some pertinent questions you must ask yourself at this stage are:<\/p>\n