User Research
The best user research questions and how to ask them
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
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.
1
Log in to your Maze account (if you haven’t got one, don’t worry—it’s free to join).
2
Select this product satisfaction survey template from the gallery.
3
Modify blocks and copy to your preference
4
Do a pilot test with somebody in your organization (preferably, not on your team).
5
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:
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.
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.
PRO
Test new feature satisfaction
Product • Feedback Survey • Satisfaction Survey
Test new feature satisfaction
Pinpoint any challenges users may have that require attention and iteration
Get fast NPS feedback
Product • Marketing • Feedback Survey
Get fast NPS feedback
Collect insights to understand user satisfaction and brand perception
PRO
Deep dive into NPS feedback
Product • Marketing • Feedback Survey
Deep dive into NPS feedback
Grow customer satisfaction and positive brand perception insights over time
PRO
Measure onboarding success
Product • Satisfaction Survey • Marketing
Measure onboarding success
Improve your onboarding experience
A-mazeing to meet you!
Welcome Screen
How often do you use [Product]?
Multiple Choice
Overall, how satisfied are you with [Product]?
Opinion Scale
Do you find [Product] useful?
Yes/No
What is your favourite thing about [Product]?
Open Question
What do you think needs the most improvement?
Open Question
Thank You!
Thank You Screen