Think of this as your go-to resource for evaluating and improving the user experience (UX) through surveys. This guide is designed to make the process straightforward and give you all the tools necessary to fine-tune your UX at every step of the customer journey.

Here’s what you can expect:

Whether you’re new to UX surveys or looking to fine-tune your current approach, this guide will equip you with everything needed to launch, evaluate, and act on your UX. You’ll gather valuable insights, prevent usability issues, and ensure a better product experience that boosts user engagement, retention, and satisfaction.

User experience research is the process of systematically studying and understanding the needs, expectations, behaviors, and preferences of users to inform the design and development of your products, services, or systems.

When you conduct UX research, you can create designs that prioritize the user, gain insights into their experieences, and ensure that the final product is intuitive, accessible, efficient, and enjoyable to use. In the end, this process helps you empathize with users and craft awesome solutions that truly meet their needs.

Engaging directly with users and gathering their feedback is the best way to truly understand them. This is why it’s important to apply various UX research methods throughout different development stages, you get a chance to gain deep insights into their needs, behaviors, motivations, expectations, and most importantly, pain points. Depending on your research focus, you can explore user’s direct interactions with whatever solution you bring to the table or gain a more comprehensive understanding of them as individuals beyond just end users.

Once you have a clear understanding of your users, you’ll be able to make meaningful improvements to your product’s usability based on their needs and preferences. Additionally, when you approach UX research with usability in mind, you can start focusing on specific areas like navigation, accessibility, or task completion.

UX research helps you cut costs in a number of ways. During the early stages of development, it helps you identify usability issues and user needs before significant resources are invested. Fixing these problems early on is far more cost-effective than making changes post-launch.

It also allows you to identify potential obstacles to user adoption, reducing the risk of product failure.

UX research helps you understand how users interact with new technologies and identify potential challenges in user adoption.It also provides evidence-based insights into user behavior, preferences, and expectations, reducing the risks associated with introducing new technology into your offerings.Ultimately, this equips you to develop products and services that keep pace with evolving technologies, ensuring they remain relevant and competitive.

When evaluating user experience, the channel you choose can directly impact the quality and relevance of the feedback you receive. The “best” channel for a UX survey depends on the context of user interactions, the timing of feedback collection, and where users are most likely to engage. Let’s break down some ideal channels and when to use them:

1. In-App Surveys for Real-Time Feedback

In-app surveys are one of the most effective methods to capture users’ immediate reactions while they’re actively interacting with your product. They’re great for gathering feedback on specific features, updates, or interactions, and allow for in-the-moment insights. In-app surveys work particularly well for SaaS, mobile apps, and any platform where users spend a significant amount of time.

For example, consider deploying a short, non-intrusive survey after users complete a new feature tutorial. This lets you capture their initial impressions and identify any usability issues immediately.

2. Email Surveys for Reflective Feedback

Email is an ideal channel to reach users after they’ve had a chance to experience the product more thoroughly. This type of feedback is often reflective, allowing users to consider their overall experience rather than focusing on immediate touchpoints.

3. Website Pop-Up Surveys for Browsing and Purchase Journeys

Website pop-ups are highly effective for capturing feedback during a user’s browsing or purchase journey. For example, these surveys can provide insights into website navigation, purchase ease, or the overall look and feel of the site.

There is no secret formula - but don’t worry, we’ll give you some best practices to get you started.

1. Routine check-ins

Sending a UX survey quarterly or every six months is generally a good rule of thumb for products with ongoing or evolving interactions. This approach allows you to gather consistent feedback over time, tracking user satisfaction and detecting shifts in experience needs without burdening users with frequent requests.

The reason being, routine check-ins help gauge overall satisfaction and allow you to track improvements over time. This cadence provides a balance between gathering meaningful data and avoiding survey fatigue.

2. After key updates or changes

When you release a major feature, design update, or other significant change, send a focused UX survey shortly after. This allows you to measure the impact of changes and ensure they meet user expectations. However, avoid sending surveys after every small update, as this can lead to diminished response rates.

Post-update surveys provide immediate insights into the user experience surrounding new features or design changes. It also reassures users that their feedback is valued in shaping the product’s evolution.

3. Milestone-based surveys

Set surveys at critical points in the user journey, such as after onboarding, reaching a certain level of usage, or completing a specific task. This approach is especially effective for SaaS products or platforms where user engagement grows over time.

Why? Milestone-based surveys capture experience feedback relevant to each stage in the user journey. This provides targeted insights without overloading users with too frequent surveys, focusing instead on quality feedback at pivotal moments.

4. Ad-hoc or event-driven surveys

In some cases, you may want to deploy ad-hoc surveys to capture feedback in response to unusual user behavior or specific user actions, like abandoning a feature or canceling a subscription. These surveys are rare but impactful and can provide deep insights into specific UX pain points.

Ad-hoc surveys help you understand critical issues or blockers, offering data on why users may disengage or be dissatisfied. This is especially valuable for addressing specific UX issues that may not be captured in routine surveys.

Key Takeaways for survey frequency

When deciding who should receive your evaluate ux surveys, there are a few ways to approach this.

1. New users for onboarding feedback

New users are perfect candidates for UX surveys focused on the onboarding experience. Gathering feedback from this group helps you understand how effectively your product’s interface, features, and resources support new users. It’s also a good way to detect early pain points or areas where users may feel lost.

New users offer fresh perspectives and can reveal first-impression insights, which are invaluable for refining the onboarding process to be more intuitive.

2. Frequent or power users for advanced UX insights

Users who engage heavily with your product—often termed as “power users”—have valuable insights into complex workflows, advanced features, and potential UX pain points that occasional users might miss. These users can provide detailed feedback on in-depth usability and feature-related aspects.

Power users are highly familiar with the product, so they can offer advanced insights into which elements are working well or where advanced features might create friction.

3. Users who recently experienced changes

If you’ve recently released a new feature or redesigned your product, the users who have actively engaged with these changes should be surveyed. This allows you to capture feedback on the new elements and gauge if the changes meet user expectations.

Targeting users who have interacted with new features or updates yields specific insights about those changes, helping assess if they’re well-received or if adjustments are needed.

4. At-Risk users or inactive users for retention insights

Inactive users or users who show signs of disengagement can provide feedback on what might be driving them away. Sending UX surveys to these users can uncover friction points or missing features that may improve retention if addressed.

Feedback from at-risk or inactive users helps identify retention issues, allowing you to address pain points before users churn entirely.

5. Users across different experience levels and stages

Gathering feedback from a diverse mix of users—both new and long-term, beginner and advanced—gives a balanced view of the overall UX. It also highlights how different user segments may experience the product in varied ways, uncovering pain points for specific stages or skill levels.

Different experience levels highlight varying needs, providing a well-rounded perspective. For example, newer users may find onboarding challenging, while experienced users might report issues with advanced functionality or scalability.

6. Beta testers for early-stage feedback

If you’re rolling out new features or product versions, beta testers or early adopters are ideal candidates for UX surveys. They can provide feedback on usability, functionality, and the overall user experience before a full release.

Early feedback from beta testers can pinpoint issues or enhancements that might improve the broader user experience upon full rollout, helping reduce support requests and improve user satisfaction.

Creating your first evaluation UX survey is easy, but first, you have to decide which channel you’ll use. We covered that in the previous section: What is the best channel to ask for UX?

So whether you want to send UX through email, or place it on your website or mobile app, we’ve got you covered.

Once you decide on which channel you’re going with, feel free to jump to that section:

In the main dashboard, click on the Create new survey button.

From there, pick how you would like to start. We recommend starting with an AI-assisted creation or template library for a swift creation. These will get you up to starting your survey in no time!

If you started with the template library or AI survey creator, you’ll get your survey questions already set for you. You can later edit them to your liking, or add new questions by clicking on “Add new question”. Here you can find a complete list of question and action types.

The UX evaluation question typically appears as, “How easy or difficult to use is [product name]?” However, we recommend personalizing this to reflect your brand's tone and specific customer interactions. Here’s some examples to use for inspiration of how our customers have customized their UX questions to suit their unique needs.

Each example addresses different aspects of user experience, while still focusing on core UX elements:

Beyond the main question, you might want to adjust the approach to your UX follow-up questions. Here are some examples of follow-up questions tailored to different user satisfaction levels:

Follow-up questions for users who give a score of 4-5 (satisfied users):

A high score suggests users had a positive experience, but following up can help reinforce this satisfaction:

Follow-up questions for users who give a score of 3 (neutral users):

A neutral score indicates room for improvement. Following up helps uncover what might elevate their experience:

Follow-up questions for users who give a score of 1-2 (dissatisfied users):

A low score signals dissatisfaction. It’s essential to follow up promptly to understand their concerns and offer solutions:

Going into the Configure tab, you can modify settings responsible for identifying the respondents and survey status.

If you want your respondents to be recognized, you have to have a tool selected in the field. There are plenty of tools to choose from, including favorites like:

⚠️Important - if you need your responses to be anonymous, go ahead and skip this step.

In the connect tab, you can also integrate your survey with other apps that you use on a daily basis. This is, of course, optional, but we highly recommend that you take advantage of this feature.

Essentially, integrations will help you automate processes and workflows. For example, you can create triggers based on survey responses to automate support tickets, task assignments, and personalized follow-up actions. The idea here is to have everything in one place, saving you time, improving efficiency, and ensuring that you act on customer feedback right away.

To give you a better idea of what you can do, here are some popular integrations that our customers use:

Hubspot -

The Surivcate and HubSpot integration allows you to:

⚠️Bonus - with the new HubSpot App Cards feature, you can also:

Find out more about the HubSpot integration here.

Slack -

The Surivcate and Slack integration allows you to:

Find out more about the Slack integration here.

Klaviyo -

The Surivcate and Klaviyo integration allows you to:

Find out more about the Klaviyo integration here.

And the most important step to get your survey out there is to share it. In the Share tab, you can adjust the preview, description, and the name the respondents will see when the survey is opened in your browser.

⚠️Important - To share your survey, you will need to create that email in your email service provider and set up the audience there. From there, you can simply follow one of the options below to finish sending your survey:

2. Launch in an email - This option lets you embed the first question directly in the email’s body. This is a great way to get the ball rolling, allowing your respondents to start the survey directly from your email.

All you need to do is copy the code generated once you click on the ‘Get your code’ button and paste it into an HTML editor of your software. It’s as easy as 1-2-3. No coding or technical skills required.

⚠️Important - Don’t forget to choose your email software in ‘Responses identification’ to see the names and emails of your respondents.

Once your respondents start taking your survey, you’ll need to analyze that data. Here’s how you can start:

😍Highly Satisfied (Score 4-5):

These users are very pleased with their experience. Here are some ways you can actively engage with them:

😐Moderately Satisfied (Score 3):

These users are somewhat content but there's definitely room for improvement. Here’s how you can approach them:

😡Dissatisfied (Score 1-2):

These users are unhappy with their experience, and it’s critical to address their concerns right away. Here’s how you can do that:

And if you’re not a fan of the manual work…as luck would have it, we’ve got some new AI-powered tools to sort of…do the dirty work for you when it comes to taking your data and turning it into actionable insights.

Here you can make great use of our topics feature. Provided you have connected your survey to Insights Hub, it will take all of the feedback and automatically categorize it into different topics. Within every topic, you’ll find the direct feedback that it relates to making it easier for you act on it immediately.

Topics you’ll most often find:

Insights Hub is mainly used to:

For a full guide on how to use it, check this out. But not to leave you empty-handed, here are some ways you can apply it for your evaluate ux surveys:

And of course, on top of that, you get our research assistant. It…assists you with your…research 😀. Find answers to all your questions quickly and effectively just by asking it.

The research assistant takes your feedback and can answer your questions based on:

For a full guide on how to use it, check this out. For now, here’s the top reasons why you should try it out for your evaluation ux surveys:

To get you on your way, try asking your research assistant some of these questions:

As mentioned earlier, this is a great opportunity to use the momentum and ask your promoters for a positive review or testimonial. Using the ‘Thank you’ question type, you can redirect your promoters straight to your favorite review site.

A very popular way of building evaluate ux surveys is asking different follow-up questions to your respondent based on their previous response.

Survey logic simplifies the creation of different paths for respondents by skipping certain questions based on their previous answers. This allows you to customize the survey experience with tailored question flows and segment users according to their feedback.

As mentioned previously, your evaluate ux survey comes ‘pre-packaged’ with logic. You can check how each question uses this feature, by simply clicking on the desired question and clicking the ‘Logic’ tab:

If you’d like to use this feature for your newly added questions, it’s quite easy to set up.

Step 1.

Once you’ve added your question and added a Single answer selection or a Dropdown list, as well as the other survey questions, head over to the Logic tab of the question and click on + Add new logic.

Step 2.

Here, you'll see the If answer condition, letting you decide when to apply logic.

You can choose to apply logic if the response is or is not equal to one of the answer choices or when it has any value.

This means you’ve got a lot of possibilities to work with. Here’s a breakdown:

If you select Answer 1 or Answer 2, this logic will work for the respondents who select Answer 1 or Answer 2.

If you select Answer 1 or Answer 2, this logic will work for the respondents who select anything other than Answer 1 and Answer 2, such as Answer 3.

In the main dashboard, click on the Create new survey button.

And from there you are met with a new screen. There are four options to choose from:

For the purpose of this guide, we’ll be focusing on ‘Use a template’.

If you started with the template library or AI survey creator, you’ll get your survey questions already set for you. You can later edit them to your liking, or add new questions by clicking on “Add new question”. Here you can find a complete list of question and action types.

The UX evaluation question typically appears as, “How easy or difficult to use is [product name]?” However, we recommend personalizing this to reflect your brand's tone and specific customer interactions. Here’s some examples to use for inspiration of how our customers have customized their UX questions to suit their unique needs.

Each example addresses different aspects of user experience, while still focusing on core UX elements:

Beyond the main question, you might want to adjust the approach to your UX follow-up questions. Here are some examples of follow-up questions tailored to different user satisfaction levels:

Follow-up questions for users who give a score of 4-5 (satisfied users):

A high score suggests users had a positive experience, but following up can help reinforce this satisfaction:

Follow-up questions for users who give a score of 3 (neutral users):

A neutral score indicates room for improvement. Following up helps uncover what might elevate their experience:

Follow-up questions for users who give a score of 1-2 (dissatisfied users):

A low score signals dissatisfaction. It’s essential to follow up promptly to understand their concerns and offer solutions:

Going into the Target tab, this will give you a chance to target your website surveys to specific times, a certain group of visitors, and beyond.

It’s important that you target each survey to the visitors who are more likely to contribute meaningfully. Targeting has a lot of benefits, these include:

In the connect tab, you can also integrate your survey with other apps that you use on a daily basis. This is, of course, optional, but we highly recommend that you take advantage of this feature.

Essentially, integrations will help you automate processes and workflows. For example, you can create triggers based on survey responses to automate support tickets, task assignments, and personalized follow-up actions. The idea here is to have everything in one place, saving you time, improving efficiency, and ensuring that you act on customer feedback right away.

To give you a better idea of what you can do, here are some popular integrations that our customers use:

Hubspot -

The Surivcate and HubSpot integration allows you to:

⚠️Bonus - with the new HubSpot App Cards feature, you can also:

Find out more about the HubSpot integration here.

Slack -

The Surivcate and Slack integration allows you to:

Find out more about the Slack integration here.

Klaviyo -

The Surivcate and Klaviyo integration allows you to:

Find out more about the Klaviyo integration here.

And the most important step to get your survey out there is to launch it. In the Launch tab, if you haven’t done so already, you’ll need to install the Survicate code on your site. You’ve got a couple of options to choose from:

Great, you’re to go now. Start your survey and gather customer insights right from your website or in-product. You can start it right awa or set a custom date to start your survey.

There are various ways you can do this in your surveys. If you are running an email UX for instance, you can automatically capture respondents' email addresses using software-aware links.

Once you’ve collected some feedback, you’re ready to analyze it. Here’s a section dedicated to analyzing your data.

In the main dashboard, click on the Create new survey button.

And from there you are met with a new screen. There are four options to choose from:

For the purpose of this guide, we’ll be focusing on ‘Use a template’.

If you started with the template library or AI survey creator, you’ll get your survey questions already set for you. You can later edit them to your liking, or add new questions by clicking on “Add new question”. Here you can find a complete list of question and action types.

The UX evaluation question typically appears as, “How easy or difficult to use is [product name]?” However, we recommend personalizing this to reflect your brand's tone and specific customer interactions. Here’s some examples to use for inspiration of how our customers have customized their UX questions to suit their unique needs.

Each example addresses different aspects of user experience, while still focusing on core UX elements:

Beyond the main question, you might want to adjust the approach to your UX follow-up questions. Here are some examples of follow-up questions tailored to different user satisfaction levels:

Follow-up questions for users who give a score of 4-5 (satisfied users):

A high score suggests users had a positive experience, but following up can help reinforce this satisfaction:

Follow-up questions for users who give a score of 3 (neutral users):

A neutral score indicates room for improvement. Following up helps uncover what might elevate their experience:

Follow-up questions for users who give a score of 1-2 (dissatisfied users):

A low score signals dissatisfaction. It’s essential to follow up promptly to understand their concerns and offer solutions:

Going into the Target tab, this will give you a chance to target your website surveys to specific times, a certain group of visitors, and beyond.

It’s important that you target each survey to the visitors who are more likely to contribute meaningfully. Targeting has a lot of benefits, these include:

In the connect tab, you can also integrate your survey with other apps that you use on a daily basis. This is, of course, optional, but we highly recommend that you take advantage of this feature.

Essentially, integrations will help you automate processes and workflows. For example, you can create triggers based on survey responses to automate support tickets, task assignments, and personalized follow-up actions. The idea here is to have everything in one place, saving you time, improving efficiency, and ensuring that you act on customer feedback right away.

To give you a better idea of what you can do, here are some popular integrations that our customers use:

Hubspot -

The Surivcate and HubSpot integration allows you to:

⚠️Bonus - with the new HubSpot App Cards feature, you can also:

Find out more about the HubSpot integration here.

Slack -

The Surivcate and Slack integration allows you to:

Find out more about the Slack integration here.

Klaviyo -

The Surivcate and Klaviyo integration allows you to:

Find out more about the Klaviyo integration here.

And the most important step to get your survey out there is to launch it. In the Launch tab, if you haven’t done so already, you’ll need to install and configure our SDK. Here are the options you can choose from:

Great, you’re to go now. Start your survey and gather customer insights right from your website or in-product. You can start it right awa or set a custom date to start your survey.

There are various ways you can do this in your surveys. If you are running an email UX for instance, you can automatically capture respondents' email addresses using software-aware links.

Once you’ve collected some feedback, you’re ready to analyze it. Here’s a section dedicated to analyzing your data.

Curious how others are using their UX evaluation surveys? Here’s a collection of amazing customer success stories to spark some ideas and inspire you.

Landing leverages our evaluate ux surveys to continuously refine its user experience. Through targeted surveys and feedback collection, Landing stays in tune with its users' needs, helping them maintain an authentic, engaging platform for a growing creative community.

Key Achievements:

Survicate’s evaluate ux surveys have empowered Landing to listen closely to its Gen Z audience, helping the platform evolve from a design tool into a vibrant creative space. This data-driven approach to UX ensures that Landing remains a trusted, authentic platform for its users, staying ahead of the curve in an ever-changing digital landscape.

Here’s the full story: https://survicate.com/customer-stories/landing/

Medialivre has leveraged our evaluate ux surveys to transform its digital strategy. Through a structured approach to customer feedback, Medialivre has shifted to a more customer-centric methodology, gathering valuable insights from its online readers and viewers.

Key Achievements:

Using our platform, Medialivre, under the guidance of their UX Researcher, has implemented a well-rounded survey strategy, including periodic NPS®/evaluate ux surveys, in-depth Semestral Evaluation, and pinpoint website surveys. This approach has allowed Medialivre to validate hypotheses, such as improving sports news filtering, while maintaining a close connection to its audience.

Here’s the full story: https://survicate.com/customer-stories/medialivre/

Vestd, a UK-based share scheme and equity management platform, uses our platform to streamline its UX research and optimize the user experience. By integrating Survicate with FullStory, Vestd combines qualitative and quantitative data to identify user pain points and enhance app functionality.

Key Achievements:

Our in-app surveys help Vestd collect feedback at critical points in the user journey, while FullStory’s session recordings provide context for users’ behaviors. This allows the UX team to identify pain points quickly and implement targeted solutions, such as redesigning navigation paths or refining features. By combining real-time feedback and behavioral insights, Vestd continuously improves its UX to meet user needs effectively

Here’s the full story: https://survicate.com/customer-stories/vestd/

GetResponse, a leading email marketing and automation platform, uses Survicate to strengthen its user experience (UX) strategy by seamlessly integrating customer feedback into product development. Through a consistent collection of actionable insights, GetResponse has elevated its UX, leading to tangible improvements in both user satisfaction and product efficiency.

Key Achievements:

GetResponse uses our in-product and email surveys to collect customer feedback at key moments, such as after feature adoption or as part of ongoing NPS assessments. This allows them to track satisfaction, identify pain points, and refine UX. Integrations with tools like Amplitude and Slack help the UX and Product teams analyze both quantitative and qualitative data, leading to actionable insights that shape product development and improve customer journeys.

Here’s the full story: https://survicate.com/customer-stories/getresponse/

Blog posts:

Ultimate Guide to Customer Experience

App UX Best Practices: Elevating User Experience in Mobile Design

What is UX Research: The Ultimate Guide for UX Researchers

How to Create a UX Research Plan Step by Step

Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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