A UX survey helps you collect insights into a users thoughts, feelings and behaviours as they interact with a product or service.
Online UX surveys focus on how people use a system, application or website and provide valuable qualitative data that can guide informed decisions, improve the customer satisfaction and supporting the development of a more user centred design.
CES surveys assess how easy it is for customers to complete tasks or resolve issues. They offer quick, straightforward feedback like a score that often tells you if using your product or getting help from your service team was easy or a struggle for the customer. People really appreciate straightforward questions and for researchers that means they get straightforward feedback and less time you need to spend on it.
The ease of a users experience can be more revealing than overall satisfaction score and experts use the Customer Effort Score as a reliable data source. For example, after a customer service interaction the question could be: "How easy was resolving your issue with our customer support?" with the choices of: Very Difficult, Difficult, Moderate, Easy, Very Easy.
CSAT surveys track how satisfied customers are with specific interactions such as purchases or support experiences. They normally rate their satisfaction on a scale of 1–5 and this feedback helps identify customer needs, spot problem areas and group customers by satisfaction level.
NPS surveys are simple and quick since they’ve got just one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” The responses are then grouped into Promoters (9–10), Passives (7–8), or Detractors (0–6). Subtracting the percentage of Detractors from Promoters gives your NPS which is a broad indicator of loyalty and improvement areas.
Closed-ended questions should be nice and easy to answer as they use predefined options like checkboxes to gather structured data. They’re quick to answer and easy to analyse, making them useful for insights into preferences and common issues.
For example you could ask: “How satisfied are you with our delivery speed?” with options from Very Satisfied to Very Dissatisfied.
Open-ended questions invite free-form responses that reveal deeper motivations, expectations and more detail. Though they require more analysis, they provide rich insights.
For example: “What feature do you wish we had?” These answers can inspire meaningful product improvements.