Customer Experience question survey


Just wondering if anyone has any thoughts in the development of a customer experience survey…essentially we are trying to delve into how well the website worked for the customer.  And trying to find questions for this is difficult.  I want to be focus on the website experience.

Jim W (Moderator) answered

    When I was in grad school (Interaction Design), I had a professor that advocated a three question survey:

    1] What was the purpose of your visit today?

    2] Were you able to accomplish this?

    3] If no, why not?

    He said that the tendency was to create elaborate, complex assessment surveys that most users would quit after the first two questions.  I have been involved in some real world project where I have been able to implement the three question survey after the first (more 10+ question survey) did not generate any usable feedback.

    Good luck!

    Jim W (Moderator) answered


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