Improve the customer journey

Identify opportunites to improve the experience from sign up to churn

About this collection

To make informed decisions about your product, you need to have an up-to-date understanding of your customer experience. This collection outlines 5 micro-survey templates you can run to generate ongoing insight across the journey. The Customer Journey collection helps you understand whether the experience each stage of the journey is getting better or worse and uncovers the "why" behind the metrics.

Templates in this 

How easy was it to get started with [product]?
Not at all easyExtremely easy12345

Improve the Onboarding Experience

The onboarding stage is a critical moment in the customer journey. The onboarding process should be as easy as possible and quickly deliver value to keep users engaged. This 4-question survey template will help you identify opportunities to improve the onboarding experience.

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How could [product] better meet your needs?

Meet Customer Needs

You need to understand if your product is meeting the needs of active users and customers over time. If a user is not satisified, there is a high likelihood they won’t upgrade to a higher tier, or renew their subscription. This 2-question survey template helps uncover gaps in the customer experience and learn how to close them.

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How likely are you to continue using [product] for the next 3 months?
Not at all likelyExtremely likely12345

Understand Future Usage Intent

After a user has spent meaningful time with your product, it’s important to understand the likelihood that they will continue using your product, and what it would take to increase retention. This 2-question survey template helps gauge product traction and identify opportunities to reduce churn risk.

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What would have made [product] easier to use?

Understand Churn

If a user decides to cancel their subscription, understanding “why” can help you prevent churn in the future. Doing so immediately will provide the most accurate results. This 2-question survey template uncovers the reasons why users cancel, and identifies changes you can make to reduce churn.

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How likely are you to recommend [product] to a friend or family member?
Not at all likelyExtremely likely137524869100

Measure Net Promoter Score (NPS)

Measuring Net Promoter Score (NPS) can be valuable for getting your organization focused on the customer. You can measure NPS by asking a user how likely they are to recommend your product. This 2-question survey template helps gauge and track customer loyalty and advocacy over time.

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Survey fanatic and customer experience advocate.

Allison Dickin

Head of User Research