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Questionnaire template

Website User Experience (Customer experience)

Evaluates visitors' experience of a website: purpose of visit, navigation, content quality and relevance, and advocacy.

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Customer · Customer experience. All Customer templates

Questions in this template

Your Visit

  1. Thank you for helping us improve our website. Your answers will shape how we design and organise it.

  2. How frequently do you come to our website?

    Choose one:

    • This is my first visit
    • Daily
    • Weekly
    • Monthly
    • Less than monthly

  3. How would you rate your experience of the website overall?

    Choose one:

    • Very poor
    • Poor
    • Neutral
    • Good
    • Very good

  4. What was the main purpose of your visit today?

    Choose one:

    • Look for information
    • Buy something
    • Get help or support
    • Other

  5. What did you come to the website to do?

    Condition: Only when the purpose is Other

    Open answer

Finding Your Way Around

  1. How easy was it to find what you were looking for?

    Choose one:

    • Very difficult
    • Difficult
    • Neutral
    • Easy
    • Very easy

  2. How would you rate the website on each of these?

    • How clearly the menus are labelled
    • How easily you can locate what you need
    • How quickly pages load

    For each row: choose one:

    • Very poor
    • Poor
    • Neutral
    • Good
    • Very good

  3. Which of these did you use during this visit? Select all that apply.

    Choose any that apply:

    • Search
    • Main menu
    • Filters and sorting
    • Live chat
    • Other
    • None of these

  4. What else did you use?

    Condition: Only when Other is selected

    Open answer

Our Content

  1. How would you rate the quality of the content on the website?

    Choose one:

    • Very poor
    • Poor
    • Neutral
    • Good
    • Very good

  2. How relevant to your needs was each type of content?

    • Articles and blog posts
    • Product descriptions
    • Frequently asked questions

    For each row: choose one:

    • 1 - Not relevant
    • 2
    • 3
    • 4
    • 5
    • 6
    • 7
    • 8
    • 9
    • 10 - Highly relevant
    • Did not view

  3. How could we make our content more useful?

    Open answer

Final Thoughts

  1. Was there anything you expected to find on the website that was missing?

    Open answer

  2. How likely are you to recommend the website to a friend or colleague?

    Choose one:

    • Very unlikely
    • Unlikely
    • Neutral
    • Likely
    • Very likely

  3. Is there anything else you would like to tell us about your visit?

    Open answer