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A comprehensive guide to UX surveys

Learn what UX surveys are, how to create a UX survey, tips, and best practices from the team.

Maciej Pliszka avatar
Written by Maciej Pliszka
Updated today

Purpose of this guide

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:

  • UX fundamentals - We’ll break down what UX surveys are, why they matter, and most importantly, how they help enhance usability and satisfaction

  • A step-by-step guide for using our UX surveys - From selecting the right survey type (email, web, or mobile) to customizing questions to match your user base, we’ll cover every aspect

  • Actionable tips and best practices - Learn how to craft questions that pinpoint user pain points, analyze feedback effectively, and optimize your product for a one-of-a-kind experience

  • Inspiring real-world examples - A chance to see how other businesses are leveraging UX surveys to improve design and functionality, providing you with inspiration and ideas that you can put into action right away

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.

Understanding UX evaluation surveys

What is it?

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.

What are the biggest benefits of UX evaluation surveys?

  • Understanding your users

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.

  • Improving usability

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.

  • Reducing costs

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.

  • Navigating technological change

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.

What is the best channel to evaluate UX?

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.

How often should you send UX?

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

  • Aim for quality over quantity: Frequent surveys can lead to survey fatigue and declining response rates. Tailor your frequency to get rich, actionable data without overwhelming users.

  • Adjust based on engagement and needs: Products with high engagement may require more frequent UX surveys, while low-frequency products (like annual subscriptions) may only need a survey annually or semi-annually.

  • Iterate based on user feedback: Monitor response rates and feedback patterns. If users seem fatigued or response rates drop, scale back and focus on timing and context instead of frequency alone.

Who should receive your evaluation ux surveys?

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.

Building an evaluation UX survey with Survicate

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:

Creating an evaluation ux survey (Email or shareable link surveys)

Step 1. Create a new evaluation ux survey

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!

Step 2. Edit the questions to your liking

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:

  • “How intuitive was our platform to use?”

  • “How easy was it to accomplish your goal on our website?”

  • “How would you rate your overall experience with our app so far?”

  • “On a scale of 1-5, how easy did you find navigating our platform?”

  • “How well did our product meet your expectations today?”

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:

  • “We’re thrilled you had a positive experience! Is there anything else we could improve?”

  • “Would you be open to sharing your feedback in a testimonial or review?”

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:

  • “Thank you for your feedback! Could you share a bit more about what would have made your experience even better?”

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:

  • “We’re sorry to hear your experience didn’t meet expectations. Could you tell us more so we can improve?”

  • “We apologize for any issues you faced. How can we make it right for you?”

💡check out the useful tips section for more cool strategies

Step 3. Configure your survey(optional)

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

  1. Identify your respondents -

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:

  • HubSpot

  • MailChimp

  • Klaviyo

  • GetResponse and more!

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

Step 4. Integrate with your favorite tools (optional)

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:

  • Send responses to existing or new contact fields in real-time;

  • Act upon feedback to prevent churn or boost referrals;

  • Quickly jump to respondents' HubSpot profiles from the text (open-ended) answers;

  • Use Survicate contact forms to generate new leads in HubSpot

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

  • Display a contact’s detailed Surivcate activity in their profile

  • Access their response in Survicate with one click from HubSpot

  • Send a piece of feedback from the contact to Insights Hub.

Find out more about the HubSpot integration here.

Slack -

The Surivcate and Slack integration allows you to:

  • Send answers from your surveys to a selected channel in real-time

  • Receive Slack notifications only when a specific condition is met on your survey

Find out more about the Slack integration here.

Klaviyo -

The Surivcate and Klaviyo integration allows you to:

  • Update Klaviyo subscriber profiles with survey responses to any field of your choice in real-time;

  • Create automated campaigns based on survey responses as well as segment your email audience more effectively;

  • Create new leads in Klaviyo based on the Contact Form survey submissions.

Find out more about the Klaviyo integration here.

Survicate natively integrates with 80+ tools. If you didn’t see your favorite integration listed in these examples, don’t worry, here’s a full list.

Step 5. Launch your survey

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:

  1. Direct link - You can hide this link behind a clever CTA button or hyperlink it. You can also link it to an image - and share it wherever you want, it’s truly up to you.

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.

Step 6. Reap the benefits (and analyze)

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:

  • Leverage the positive feedback: Analyze what aspects of the user experience delighted them and identify patterns or features they particularly enjoyed and use these insights to enhance your product.

  • Show gratitude: Send a personalized “thank you” email to let them know you value their feedback. This strengthens user loyalty and encourages continued engagement.

  • Request a review or testimonial: Ask these users to share their positive experiences through reviews or testimonials. Highlighting their satisfaction can attract new users and boost your brand reputation.

  • Engage them in co-creation: Invite these users to participate in beta testing or feedback sessions for upcoming features. Their insights can be invaluable for future improvements.

😐Moderately Satisfied (Score 3):

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

  • Clarify their experience: Follow up with specific questions to understand what aspects of the UX fell short and what changes would improve their experience.

  • Identify pain points: Analyze their feedback to uncover minor friction points or unmet needs. Use this data to prioritize quick wins in your UX enhancements.

  • Communicate improvements: Share updates or changes you’ve made based on their feedback to show your commitment to bettering their experience.

  • Encourage further feedback: Keep them involved by inviting them to test new features or updates because this helps build a stronger connection and trust in your brand.

😡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:

  • Respond personally: Reach out directly to understand their frustrations. Demonstrate empathy, acknowledge their feedback, and outline immediate steps to address their concerns.

  • Gather detailed feedback: Use follow-up surveys or interviews to pinpoint specific issues in the user journey that led to their dissatisfaction.

  • Take action: Prioritize resolving their pain points. Whether it’s fixing a bug, improving navigation, or refining a key feature, ensure they see tangible improvements.

  • Escalate critical issues: If the feedback indicates major UX flaws, escalate these to your product or design team for urgent action.

  • Automate alerts for quick response: Set up notifications for low-score feedback so your team can act quickly. Implement workflows to ensure these cases are followed up promptly.

  • Monitor impact: Track whether the changes you’ve made improve their experience and satisfaction. Use this as an opportunity to refine your UX further.

Use AI to do the work for you!

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.

Insights Hub

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:

  • Technical issues

  • Praises

  • Suggestions

  • User experience

Insights Hub is mainly used to:

  • Collect feature requests from users

  • Automatically detect customer sentiment

  • Identify technical issues and bugs reported by users

  • Gather user insights on various aspects of your product or service

  • Understand your customer’s needs and wants better

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:

  1. Spotlight Key User Journeys for Optimization:
    Leverage Insights Hub to identify patterns in user journeys across different topics. For instance, if many users mention difficulties navigating certain parts of your app, filter these insights to highlight areas where the UX flow could be smoother. This data can guide your UX team in redesigning critical steps in the user journey.

  2. Identify High-Impact Features Needing Attention:
    Insights Hub can categorize feedback on specific features within your UX surveys. For instance, if users frequently mention a popular feature but express concerns about its functionality, you can prioritize enhancing this feature to ensure customer satisfaction remains high.

  3. Enhance Accessibility Based on User Insights:
    Insights Hub can help you gather and categorize feedback specifically related to accessibility concerns. When you filter feedback related to accessibility, you can identify specific areas where users face challenges, guiding improvements that make your product more inclusive.

Research Assistant

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:

  1. Data from various sources that you synced to Insights Hub

  2. The survey results on your account

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:

  1. Spot Areas for UX Improvement:
    Use Research Assistant to dig into user feedback, especially from passives, to pinpoint specific aspects of your UX that might be underwhelming. By identifying subtle friction points, you can refine these areas to create a smoother and more enjoyable experience, helping to turn satisfied users into loyal advocates.

  2. Evaluate Impact of Recent UX Updates:
    With Research Assistant, compare feedback across different periods to assess the impact of recent UX changes. For instance, if you’ve redesigned a feature, you can see if sentiment has improved since the update, allowing you to gauge if it aligns with user expectations and satisfaction.

  3. Identify High-Priority UX Improvements by Feature:
    Leverage AI-driven analysis to categorize and prioritize feedback by feature. Research Assistant can help you identify where users are encountering issues or suggesting improvements. This focus helps you allocate resources effectively, ensuring the most impactful features get the attention they need.

  4. Anticipate and Respond to User Preferences Early:
    Spot emerging trends in UX preferences by analyzing recent feedback through Research Assistant. For example, if users are starting to request specific navigational options, you can proactively adjust your product roadmap to address these trends, boosting user satisfaction by staying a step ahead.

  5. Optimize User Testing Efforts with Targeted Insights:
    Research Assistant can highlight areas where users have reported confusion or difficulty. Use these insights to tailor future UX tests, focusing on the elements most in need of refinement and ensuring that usability improvements address real user challenges.

  6. Refine Survey Questions Based on Feedback Gaps:
    Identify feedback topics that receive limited responses, indicating potential areas where more insight is needed. Research Assistant can suggest new questions for future UX surveys, ensuring you cover all aspects that matter to your users and continually improve the relevance of your surveys.

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

  • "Which aspects of the user interface are most praised by our satisfied users?"

  • "What additional questions should we include in our next UX survey to better understand the feedback around our navigation design?"

  • "What are the top three usability issues customers frequently report in their feedback?"

  • "Where are the biggest gaps in feedback from our recent UX surveys, and what topics could we explore further?"

  • "Which user segments should we target next to gather more insights on improving our product experience?"

💡Useful Tips

Send your promoters to your review site

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.

Use follow-up questions (logic)

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.

How to add logic

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:

  • is - if you select just one possible answer here (eg. Answer 1), this logic will work only when your survey respondent selects Answer 1.

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

  • is not - if you select just one possible answer here (eg. Answer 1), this logic will work only when your survey respondent selects anything other than Answer 1.

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.

  • has any value - this logic will work regardless of what answer the respondent chooses; for a non-mandatory dropdown list, this logic will work both when a respondent chooses any of the possible answers or skips the question without providing any answer.

Creating an evaluation UX survey (Website or in-product surveys)

Step 1. Choose how you would like to create your survey

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:

  1. Start from scratch

  2. Use a template

  3. AI-assisted creation

  4. Import questions

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

Step 2. Edit the questions to your liking

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:

  • “How intuitive was our platform to use?”

  • “How easy was it to accomplish your goal on our website?”

  • “How would you rate your overall experience with our app so far?”

  • “On a scale of 1-5, how easy did you find navigating our platform?”

  • “How well did our product meet your expectations today?”

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:

  • “We’re thrilled you had a positive experience! Is there anything else we could improve?”

  • “Would you be open to sharing your feedback in a testimonial or review?”

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:

  • “Thank you for your feedback! Could you share a bit more about what would have made your experience even better?”

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:

  • “We’re sorry to hear your experience didn’t meet expectations. Could you tell us more so we can improve?”

  • “We apologize for any issues you faced. How can we make it right for you?”

💡check out the useful tips section for more cool strategies

Step 3. Target your survey (optional)

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:

  • Identify why your visitors are bouncing and not converting

  • Target your surveys after specific actions on your website

  • Target your surveys only to a group of users depending on their attributes, cookies, language, and more

  • Trigger your surveys on a specific frequency to ensure continuous feedback

Step 4. Integrate with your favorite tools (optional)

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:

  • Send responses to existing or new contact fields in real-time;

  • Act upon feedback to prevent churn or boost referrals;

  • Quickly jump to respondents' HubSpot profiles from the text (open-ended) answers;

  • Use Survicate contact forms to generate new leads in HubSpot

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

  • Display a contact’s detailed Surivcate activity in their profile

  • Access their response in Survicate with one click from HubSpot

  • Send a piece of feedback from the contact to Inisghts Hub.

Find out more about the HubSpot integration here.

Slack -

The Surivcate and Slack integration allows you to:

  • Send answers from your surveys to a selected channel in real-time

  • Receive Slack notifications only when a specific condition is met on your survey

Find out more about the Slack integration here.

Klaviyo -

The Surivcate and Klaviyo integration allows you to:

  • Update Klaviyo subscriber profiles with survey responses to any field of your choice in real-time;

  • Create automated campaigns based on survey responses as well as segment your email audience more effectively;

  • Create new leads in Klaviyo based on the Contact Form survey submissions.

Find out more about the Klaviyo integration here.

Survicate natively integrates with 80+ tools. If you didn’t see your favorite integration listed in these examples, don’t worry, here’s a full list.

Step 5. Launch your survey

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:

  • Send installation instructions to a teammate - If you’re having trouble, just send the instructions to a teammate, preferably a developer, and you’ll get Survicate installed in no time

  • Install with Google Tag Manager - A one-click, automated installation with Google Tag Manager

  • Install with Segment - Once again, one-click, this time with Segment

  • Install with Wordpress - One-click installation with WordPress

  • Install the Survicate code manually - You can use this to paste the Survicate code into every page you want to run surveys on

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.

Tips

  • Identify UX respondents to keep a record of how individual customers relate to your brand.

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.

Step 6. Analyze your data

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

Creating an evaluate UX survey (Mobile app surveys)

Step 1. Choose how you would like to create your survey

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:

  1. Start from scratch

  2. Use a template

  3. AI-assisted creation

  4. Import questions

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

Step 2. Edit the questions to your liking

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:

  • “How intuitive was our platform to use?”

  • “How easy was it to accomplish your goal on our website?”

  • “How would you rate your overall experience with our app so far?”

  • “On a scale of 1-5, how easy did you find navigating our platform?”

  • “How well did our product meet your expectations today?”

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:

  • “We’re thrilled you had a positive experience! Is there anything else we could improve?”

  • “Would you be open to sharing your feedback in a testimonial or review?”

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:

  • “Thank you for your feedback! Could you share a bit more about what would have made your experience even better?”

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:

  • “We’re sorry to hear your experience didn’t meet expectations. Could you tell us more so we can improve?”

  • “We apologize for any issues you faced. How can we make it right for you?”

💡check out the useful tips section for more cool strategies

Step 3. Target your survey (optional)

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:

  • Identify why your visitors are bouncing and not converting

  • Target your surveys after specific actions on your website

  • Target your surveys only to a group of users depending on their attributes, cookies, language, and more

  • Trigger your surveys on a specific frequency to ensure continuous feedback

Step 4. Integrate with your favorite tools (optional)

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:

  • Send responses to existing or new contact fields in real-time;

  • Act upon feedback to prevent churn or boost referrals;

  • Quickly jump to respondents' HubSpot profiles from the text (open-ended) answers;

  • Use Survicate contact forms to generate new leads in HubSpot

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

  • Display a contact’s detailed Surivcate activity in their profile

  • Access their response in Survicate with one click from HubSpot

  • Send a piece of feedback from the contact to Inisghts Hub.

Find out more about the HubSpot integration here.

Slack -

The Surivcate and Slack integration allows you to:

  • Send answers from your surveys to a selected channel in real-time

  • Receive Slack notifications only when a specific condition is met on your survey

Find out more about the Slack integration here.

Klaviyo -

The Surivcate and Klaviyo integration allows you to:

  • Update Klaviyo subscriber profiles with survey responses to any field of your choice in real-time;

  • Create automated campaigns based on survey responses as well as segment your email audience more effectively;

  • Create new leads in Klaviyo based on the Contact Form survey submissions.

Find out more about the Klaviyo integration here.

Survicate natively integrates with 80+ tools. If you didn’t see your favorite integration listed in these examples, don’t worry, here’s a full list.

Step 5. Launch your survey

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:

  • Get help installing Survicate - If you’re stuck, here’s a chance to input your developer’s e-mail address and send them the instructions so you can start running surveys in your mobile app

  • Install Survicate on your own - Survicate maintains and supports iOS, Android, React Native, Unity and Flutter apps. User data can be sent via the Segment integration.

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.

Tips

  • Identify UX respondents to keep a record of how individual customers relate to your brand.

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.

Step 6. Analyze your data

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

Case Studies and Examples

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

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:

  • +200,000 community members – Uses evaluate ux surveys to capture insights from its global user base.

  • 61.2% Product-Market Fit – A steady growth in product-market fit, driven by continuous user feedback.

  • 2x faster feature validation – UX feedback from Survicate has significantly sped up the process of validating new features.

  • +30% growth in Product-Market Fit – evaluate ux surveys have helped Landing gain clarity on user preferences and shape product development.

  • Integrated with FullStory and Segment – Combining session data with UX feedback allows Landing to gain deeper insights into user behavior and improve the user journey.

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.

Medialivre

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:

  • Avg. 1800 responses per month – Continuous collection of high-quality feedback from a broad audience.

  • 40+ surveys launched – Frequent surveys to capture targeted UX insights.

  • 3-4 hours to collect feedback – Quick turnaround in some verticals, providing rapid, actionable insights.

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.

Vestd

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:

  • 30+ surveys launched – Regular in-app UX evaluations to capture real-time user feedback.

  • 250+ survey responses – Continuous collection of qualitative and quantitative data for improved UX.

  • 88% satisfaction score – Consistent tracking of user happiness, leading to significant improvements.

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

GetResponse

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:

  • +53% NPS growth since 2020 – UX-driven improvements have significantly boosted customer satisfaction.

  • +320 active surveys – Continuous feedback collection tailored to specific UX touchpoints.

  • +3,000 monthly responses – Constant flow of data to optimize user journeys and interactions.

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.

FAQ

Technical questions

  1. How do I make questions in my UX survey mandatory?
    Navigate to the question settings and toggle the ‘Answer required’ option. This ensures respondents provide an answer before proceeding. It's available for all question types except for Date, Welcome, and Thank You screens.

  2. Can I add a comment field to my UX survey questions?
    Yes, you can. For question types like dropdown lists, rating scales, or smiley scales, click on ‘Add comment’ in the question settings to allow respondents to provide additional feedback.

  3. How do I set up event targeting for UX surveys?
    Leverage Survicate’s event targeting feature by integrating it with your app. Simply define the event triggers (like completing an action or reaching a specific page) to automatically launch the survey at relevant moments.

    For more information, check out this article on targeting mobile and desktop devices

Analysis questions

  1. What should I do if my UX survey results show negative feedback?
    Start by analyzing the open-text responses to uncover the root causes. Use the event and property data tied to responses to identify problematic interactions. Then, prioritize resolving these issues and consider sending a follow-up survey to track improvements.

  • Best practices questions

Best practices questions

  1. What are some best practices for creating effective UX surveys?

  • Keep it concise: Focus on critical questions to respect users' time.

  • Ask specific questions: Use targeted questions related to particular actions (e.g., "Was it easy to find the checkout button?").

  • Incorporate skip logic: Adjust the flow of questions based on user responses to keep surveys relevant.

  • Use contextual triggers: Show surveys at key moments, like after completing a task or navigating away from a critical page.

2. What survey types work best for evaluating UX?

Single answer selections, rating scales, and open-text questions are most effective. Use a combination to capture both quantitative data (ratings) and qualitative insights (open-ended responses).

Engagement questions

  1. How can I improve response rates for my UX surveys?

Timing is key: Trigger surveys after successful interactions, like completing a purchase or onboarding.

Keep it short: Limit surveys to 3-5 questions to reduce drop-off.

Personalize the message: Use custom variables to address users by name and reference recent activities.

Tools and integrations

  1. Can I integrate UX surveys with analytics tools?
    Yes, Survicate integrates seamlessly with tools like Google Analytics, Amplitude, and Mixpanel. This allows you to correlate survey responses with behavioral data for deeper insights.

  2. How can I integrate UX survey results into my CRM?
    Connect Survicate with CRMs like HubSpot or Salesforce. This integration lets you automate follow-up actions based on survey feedback, such as notifying your customer success team when users report issues.

Additional Resources

Blog posts:

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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