Survey · Marketing
User satisfaction survey template
Anchors every answer to a real task instead of a general impression. Users who finished easily move straight to the rating, users who struggled say what made it hard, and users who gave up say where it broke and what they did instead. Each score comes with a reason, and the AI follow-up asks for more when that reason is vague.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
We'd like to know how using our product is going for you. Five minutes at most, and your answers go straight to the team building it.
The last time you used it, what were you trying to get done?
Did you manage it?
What made it harder than it should have been?
Where did it go wrong?
What did you do instead?
Overall, how satisfied are you with it?
What's the main reason for that score?
How would you rate each of these?
How often do you use it?
How would you feel if you could no longer use it?
If we could improve one thing for you next, what should it be?
Could someone from the team follow up with you about your answers?
What's the best email to reach you?
Endings
Thank you, this helps us a lot 🙏
Thanks, we'll be in touch
The flow
Where each answer leads. Every route here is editable once the form is yours.
Long text
Single select
Long text
Long text
Single select
Rating
Long text
Matrix
Single select
Single select
Long text
Yes / No
What this template uses
- Long text
- Single select
- Rating
- Matrix
- Yes / No
- 4 branches
- 2 endings
Questions to consider
- Do you want feedback on the product as a whole, or on one feature or flow?
- Should you send it after a specific action, so the task question has a clear answer?
- Who will reply to the people who agree to a follow-up, and how soon?
- Which qualities in the grid do you actually have the power to change?
How to use the responses
Read the answers from people who gave up first, grouped by where it broke, because each one is a task your product failed at. Then set the scores next to their reasons: a 3 with a complaint about speed is a different fix from a 3 about missing features. Watch the share of users who'd be very disappointed without you over time, and follow up with volunteers while the problem is still fresh in their minds.
How to customize and share it
- 1Replace "our product" in the greeting with your product's name, and narrow the task question if you're studying one feature.
- 2Rename the grid rows to the qualities your users care about most.
- 3Trigger the link after users complete or abandon a key task, or share it in your product's help menu.
Frequently asked questions
What questions should a user satisfaction survey ask?
What the person was trying to do, whether they managed it, an overall score and the reason for it, and what to improve next. Tying the score to a real task makes it far easier to act on.
What is the difference between user satisfaction and NPS?
Satisfaction asks how well the product works for someone, while NPS asks whether they'd recommend it. This template focuses on satisfaction and the reason behind it; you can add an NPS question if you track both.
How often should I run a user satisfaction survey?
Send it after meaningful tasks rather than on a fixed schedule, and avoid asking the same person more than once every few months.
Can I send different questions to people who had a bad experience?
Yes. This template already does: people who struggled or gave up get their own follow-ups, and you can edit the branching in the builder.