Use this template for your business
How it works
Analytics show where users drop off, but not why. A survey answers the second question. The template is built in pairs: first a rating (how easy the service is to use, how easy it is to find what you need), then an open "why" field. Each pair gives you both the number and the explanation, and explanations in users' own words are the most useful material for a product team.
Show the "why" field only to people who answered negatively, not to everyone: a satisfied user has nothing to write, and an extra step lowers the number of completed surveys. You set this up with branching. The question about errors and bugs (often, a couple of times, never) gives a quick snapshot of technical quality that is hard to get from logs.
The template is written for a rental housing search service, but the structure is universal: replace the housing references with your product. Send a survey like this after a key action (a first deal, a completed order) rather than at sign-in, so the person already has an experience to share. The bonus checklist offered for responding, as in the template, is a good example of a modest thank-you that doesn't skew the answers.
