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Run a product satisfaction survey

Research

Product

Satisfaction Survey

How do you know if your users are happy? You could guess, or you could gather continuous insights by sending out a customer satisfaction survey. Discover how customers respond to new features, whether their workflow is improved or impacted by updates, and how they really feel when they use your product

Template by

Mithilia Fox, UX Research Lead @ Stack Overflow

What you'll learn:

How to adopt user surveys that collect continuous insights on customer satisfaction and create a great checkpoint with users.

Using a mix of open and closed questions, you’ll add richer colour to your data—from what users like to their deepest frustrations.

Track trends and identify user pain points over time by repeating this survey—we recommend quarterly!

A scalable template that can deliver actionable insights as regularly as you require, with just a few clicks.

How to use

Select this product satisfaction survey template from the gallery.

Modify blocks and copy to your preference

Do a pilot test with somebody in your organization (preferably, not on your team).

All good? Then it’s time to set it live and wait for the feedback to roll in!

How do I create an insightful product satisfaction survey?

To get the most effective feedback from your users, you need to ask the right questions—and in the right way. To help you get started, here’s some tips and resources for research questions:

1. Use Maze’s 350+ Question Bank. If you’re struggling to find the words or scared of missing a crucial research question, don’t worry—we’ve got your back. Asking the right research questions can be difficult, so that's why we created a Question Bank with 350+ questions for you to use. Get it here.

2. Ask different question types in your survey. Your choice of question types depend on what your research goals are and how much detail you’re looking to collect. Here’s a few examples to help:

Multiple choice questions: the most common question type asked in surveys, multiple choice is a great way to yield high response rates as they don’t require too much effort from participants. However, you’ll need to add some qualitative question types to your survey if you’re looking for deeper context.
Multi-select questions: similarly to multiple choice questions, multi-select questions yield high response rates—the only difference is participants can (and are encouraged to) select more than one option.
Scale questions: also know as ‘Likert scale’, these questions help gauge customer sentiment in an easy, visual way. Just ensure your scale is clearly marked so users understand what to do, and don’t switch options around on different questions—this just causes confusion and will skew your results.
Open-ended questions: the best question type for capturing feedback in a user’s own words—you can really tap into the mindset and context of real people to help your research. Although it’s harder to collect responses with open questions, simple tricks like not including required word counts can encourage more people to share their thoughts.
Yes/No questions: While a closed-ended question like ‘yes’ or ‘no’ won’t give you much qualitative information, it can be very useful when zooming out to see the bigger picture on your users. Just be careful with your question wording—look out for double-negatives!

When should I run a product satisfaction survey?

If you’re releasing a new product feature or service to your users, it’s worth planning a product satisfaction feedback survey to send them after they’ve had time to use it. For example: your Product team is planning to add a new ‘commenting’ feature to your digital product with the goal of collaboration in mind for your users. With a product satisfaction survey, you want to ensure not only that the feature has accomplished the intended goal and made life easier for your customers, but also that there’s no potential drawbacks that were missed.

While it’s a good practice to send a product satisfaction survey after major updates and releases, we recommend getting into the habit of sending one quarterly survey to keep on top of customer satisfaction trends.

Frequently Asked Questions

What is a product satisfaction survey?

A product satisfaction survey is simply designed to gather key feedback about a customer's experience and satisfaction with a company's products. Using the feedback collected, meaningful improvements can be made to the product where it matters most.

Why is a product satisfaction survey important?

Product satisfaction surveys are important because they help product teams keep a pulse on what’s working and what their next steps should be. Rather than guess the success of a new feature or product, satisfaction surveys provide answers from real users, so core improvements can be made in the right areas.

What can satisfaction survey results be used for?

With Maze, you can view results of your satisfaction surveys in automated, shareable reports. So whether your Product team needs to view feedback on a new feature, or your Customer Support team deserves praise for helpful service, making key learnings accessible to everyone couldn’t be simpler.