Measure the Customer Experience

Identify opportunites to improve the experience from sign up to churn

About this collection

You need to keep a pulse on the customer experience to identify gaps, address issues, and proactively address churn risk. Use this collection to choose from a variety of common metrics, and select the ones that best fit your business goals and customer profile.

Templates in this 

How disappointed would you be if you could no longer use [product]?
Very disappointedSomewhat disappointedNot disappointed

Find Product-Market Fit

This microsurvey measures your product's ability to uniquely meet customer needs and surfaces opportunities to increase traction. Use it to measure progress over time and identify the highest priority improvements.

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[product] makes it easy for me to [INSERT TASK/GOAL].
Disagree stronglyAgree strongly12345

Measure Customer Effort

This microsurvey measures the perceived effort for customers to accomplish their goals for using your product. Use it to identify opportunities to optimize your customer journey.

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How satisfied are you with your experience with [product]?
Not at all satisfiedExtremely satisfied12345

Measure Customer Satisfaction (CSAT)

This microsurvey helps you gauge customer satisfaction. Use it to track the overall customer experience, or customize it to narrow in on a specific aspect of the experience.

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What made you give that rating?

Measure Net Promoter Score (NPS)

This microsurvey measures Net Promoter Score by asking users how likely they are to recommend your product. Use it to gauge and track customer loyalty and advocacy over time.

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How valuable to you is [product]?
Not at all valuableExtremely valuable12345

Measure Product Value

This microsurvey helps you understand how valuable your product is to your users and identify opportunities to increase traction. Use it as a customer experience metric or to help build your next product roadmap.

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Sorry to hear that! Please tell us what you aren't satisfied with so we can improve.

Measure Subscriber Satisfaction

This microsurvey gauges the subscriber experience and identifies opportunities to improve. Use it to identify issues that could lead to churn and find optimizations to increase renewal rates.

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Survey fanatic and customer experience advocate.

Allison Dickin

Head of User Research