{"id":50073,"date":"2021-05-11T14:58:26","date_gmt":"2021-05-11T18:58:26","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=50073"},"modified":"2023-06-03T02:36:40","modified_gmt":"2023-06-03T06:36:40","slug":"ux-survey-questions","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/ux-survey-questions\/","title":{"rendered":"4 User Experience Questions to Include in Your Next UX Survey"},"content":{"rendered":"<p>No surprises here: <a href=\"https:\/\/www.sogolytics.com\/create-online-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">Surveys<\/a> are an integral part of any sales and marketing research into your users\u2019 experience. Getting clear answers to well-timed, specific questions &#8212; and open-ended prompts &#8212; can help you fine tune your offering or figure out if you need to pivot.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>According to <a href=\"https:\/\/www.mckinsey.com\/business-functions\/operations\/our-insights\/the-ceo-guide-to-customer-experience\" target=\"_blank\" rel=\"noopener noreferrer\">McKinsey\u2019s research<\/a>, 70 percent of consumers in the U.S. will spend 13 percent more with businesses providing excellent customer service, while 25 percent of customers abandon ship after a single unpleasant experience. McKinsey says it\u2019s important to understand that <em>how<\/em> you deliver services\/products to your customers is almost as important as <em>what<\/em> you deliver.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>There\u2019s a fine line, however, between inundating your users with a barrage of follow-up questions to gauge their satisfaction and posing a few, well-honed questions that get to the heart of the matter. Your best bet is to err on the side of &#8220;less is more&#8221; when surveying users about their experience with your product or service. You can always follow-up with a few additional questions, if needed.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Here are 4 user experience questions you should include in your next UX survey.<\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-50076 size-large\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX1-1024x757.jpg\" alt=\"Sign saying ask\" width=\"1024\" height=\"757\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX1.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX1-300x222.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX1-768x568.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX1-50x37.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Get down to specifics<\/h2>\n<p>Wherever your customer interacts with your employees or agents is an opportunity to present a positive or negative experience. When you get agent-specific with your questions, you can more easily identify specific areas of improvement in which to train your employees. Rewarding employees who take action on this feedback will boost morale.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>There are a variety of ways to go about getting this feedback, such as:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>How satisfied\/dissatisfied were you with our customer service team member?<\/li>\n<li>How knowledgeable on a scale of 1 to 10 would you say our service team member was?<\/li>\n<li>How effective\/ineffective was your service team member in helping you solve your problem?<\/li>\n<li>How can our service team members get a 10 out of 10 score on customer service?<\/li>\n<\/ul>\n<h2>Include CES survey questions<\/h2>\n<p><a href=\"https:\/\/www.sogolytics.com\/help\/introduction-to-customer-effort-score-ces\/\" target=\"_blank\" rel=\"noopener\">Customer Effort Score<\/a> (CES) survey questions are the benchmark of most user experience research. You need to know how much effort your users spent to get their questions answered. You have options when asking CES questions, such as immediately after interactions with your customer support or after specific touch points like purchase, customer service, etc.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Here are a few CES questions to ask:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>On a scale from 1 to 7 (1 being Strongly Disagree and 7 being Strongly Agree), rate how much you agree with the following statement: Sogolytics makes it easy to create a survey.<\/li>\n<li>On a scale of 1 to 10 (1 being None and 10 being A Lot), how much effort did it take to get your issue resolved today?<\/li>\n<li>On a scale of 1 to 5 (1 being Very Easy and 5 being Very Difficult), how easy was it to place an order for delivery?<\/li>\n<li>Is there anything you can share that would make your user experience easier?<\/li>\n<\/ul>\n<h2>Include CSAT survey questions<\/h2>\n<p><a href=\"https:\/\/www.sogolytics.com\/help\/introduction-to-customer-satisfaction-csat\/\" target=\"_blank\" rel=\"noopener\">Customer Satisfaction<\/a> (CSAT) is an important metric to track. You need to know if and how you\u2019re meeting your customers\u2019 satisfaction levels. And you need to know where you\u2019re missing the mark with your products or services.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Ask these CSAT survey questions to gauge where your customers are on the satisfaction scale. Please note that most CSAT questions ask the customer to rate on a scale from 1 to 5 with 1 being Very Dissatisfied and 5 being Very Satisfied.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>How satisfied are you with our company?<\/li>\n<li>Considering your recent purchase, how satisfied are you with [include a specific product or service attribute like value, customer onboarding, buying options, etc.]?<\/li>\n<li>How would you rate your overall satisfaction with [product or service] today?<\/li>\n<\/ul>\n<h2>Don\u2019t forget the NPS survey questions<\/h2>\n<p><a href=\"https:\/\/www.sogolytics.com\/net-promoter-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">Net Promoter Score<\/a>\u00a0(NPS) questions gauge your users\u2019 perception of your company\/product\/service based on a single, simple question:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li>One of a scale of 1 to 10, how likely are you to recommend [product\/service\/company] to friends or co-workers?<\/li>\n<\/ul>\n<p>The question is to the point, and calculating your NPS is, too. Simply subtract the percentage of people who answer this question with &#8220;unlikely&#8221; scores (0-6) from those who are fans (scoring 9-10). If your score is close to 100, you\u2019re doing well.<\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-50075 size-large\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX2-1024x683.jpg\" alt=\"A person making an online payment\" width=\"1024\" height=\"683\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX2.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX2-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX2-768x512.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX2-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/05\/UX2-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Follow these best practices<\/h2>\n<ul>\n<li><strong>Keep it short &amp; simple (KISS).<\/strong> You don\u2019t have time to fill out long, detailed questionnaires, so don\u2019t expect your users to. Instead, cut your surveys down to the bare minimum. It\u2019s better to send two ultra-short questionnaires than a single, longer one. If you want responses, KISS.<\/li>\n<li><strong>Avoid unnecessary questions.<\/strong> For example, you can find the answers to questions like the CSR\u2019s name, the date they contacted your company, the product\/service they purchased, etc. Don\u2019t ask them to fill in too many blanks, especially when you can answer those questions in-house.<\/li>\n<li><strong>Act on what you learn.<\/strong> The power of a survey is the intelligence you gather that helps you address weaknesses, provide better service, or pivot your offering to better meet expectations. Analyze the data, and turn it into knowledge to help you make better business decisions from now on. The more you understand how and why your customers react or behave the way they do, the better you can meet\/exceed their expectations.<\/li>\n<\/ul>\n<h2>Final thoughts<\/h2>\n<p>User experience surveys shouldn\u2019t be long and involved. Structured intelligently, your survey can pinpoint a specific interaction or touch point in your process that needs improvement or is outperforming others. Regardless of the results, use that information to measure your performance over time and to identify areas for improvement.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>&#8220;You can\u2019t fix what you don\u2019t measure.&#8221; \u2014 Peter Drucker<\/p>\n","protected":false},"excerpt":{"rendered":"<p>No surprises here: Surveys are an integral part of any sales and marketing research into your users\u2019 experience. Getting clear answers to well-timed, specific questions &#8212; and open-ended prompts &#8212; can help you fine tune your offering or figure out if you need to pivot. According to McKinsey\u2019s research, 70 percent of consumers in the U.S. will spend 13 percent more with businesses providing excellent customer service, while 25 percent of customers abandon ship after a single unpleasant experience. McKinsey says it\u2019s important to understand that how you deliver services\/products to your customers is almost as important as what you deliver. There\u2019s a fine line, however, between inundating your users with a barrage of follow-up questions to gauge their satisfaction and posing a few, well-honed questions that get to the heart of the matter. Your best bet is to err on the side of &#8220;less is more&#8221; when surveying users about their experience with your product or service. You can always follow-up with a few additional questions, if needed. Here are 4 user experience questions you should include in your next UX survey. Get down to specifics Wherever your customer interacts with your employees or agents is an opportunity to present a positive or negative experience. When you get agent-specific with your questions, you can more easily identify specific areas of improvement in which to train your employees. Rewarding employees who take action on this feedback will boost morale. There are a variety of ways to go about getting this [&hellip;]<\/p>\n","protected":false},"author":42,"featured_media":45542,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204,6],"tags":[176,98,351,112,66,609,378],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>4 User Experience Questions to Include in Your Next UX Survey - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"Learn more from your next user experience survey and you&#039;ll be able to improve your offering, retain your customers, and grow your business. 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