If you’ve been considering surveying your users about your app, you’re at the right place today. But you should if you haven’t ever launched a customer satisfaction survey. Now. Because an app is your storefront in the digital world, and hence, it should please your users before even they buy something from you.

Today, we share a list of sample questions considered the most crucial according to the market research industry.

Question Types and Examples Survey Questions Explained

NPS: Net Promoter Score Questions

An NPS score defines the likelihood of a recommendation from your users to others. Here are the most common questions:

1. How likely are you to recommend the <brand name’s> app to your friends, family, and colleagues?
2. How likely are you to recommend the <brand name’s> app for shopping requirements to your colleagues, friends, and family?
3. How likely are you to recommend the <brand name’s> services after the recent upgrade of our app? (You can even mention the name of the feature of the path to check the changes in the app so that users are completely aware of what they’re reviewing.)

Since these are NPS questions, they should carry a rating scale from 0 to 10. Just to revise the concept on NPS, this rating decides whether a user is your promoter (rates 9 or 10), passive (rates 7 or 8), or detractor (rates 1 to 6).

Pro tip: Read how to calculate NPS for your brand.

It is a great idea to pop an open-ended question after each of these to understand the reason for a user’s response. The crux of the inputs helps you understand the areas of improvement in the app design and what features in your mobile app attract the users.

Promoters might not leave a word in the reason section. So, contact them personally to drop a review on the app store or online review sites where you have registered.

Analyze the comments from passives and detractors to understand the sore points in your app. It could be a feature or look and feel, some flaw in the screen flow, or it could be something altogether unrelated to the mobile app. If your user hasn’t left a comment, contact them personally.

CSAT: Customer Satisfaction Score Questions

A CSAT question or a customer satisfaction survey churns out data on how happy your users are. So, when you’re analyzing your mobile app (and not the business or product) on their satisfaction scale, make sure your questions are contextual to only the app, its screens, process flow, and user experience.

1. How satisfied are you with the <brand name’s> app for your shopping requirements?
2. How satisfied are you with the <brand name’s> app checkout process and flow in the screens?
3. How would you like to rate your experience with the <brand name’s> app?
4. How happy are you with the look and feel of the product page of the <brand name’s> app?

These are some basic and popular questions about an app for measuring the CSAT. You can construct more questions on similar lines to receive feedback on different dimensions.

Like the NPS section, we suggest adding 1 open-ended question and assessing your users’ reasons for their likeliness (or the lack thereof).

When designing CSAT questions, you can use a star scale, a scale of 1 to 5, or emoticons. With an app-based survey, you can have fun and design innovative rating scales because users expect gamified forms and appealing screens in an app.

CES: Customer Effort Score Questions

CES decides what compels your users to leave your app or bounce away from the buying journey. Assess how much effort your app demands from users while using it. Whether it’s a breeze or a pain decides the CES.

If you crack this survey category, you can ideate on improving your screens, flows, and processes in your app.

1. Did the <brand name’s> app help you resolve your grievance?
2. Did the <brand name’s> app’s screens flow smoothly?
3. What stopped you from browsing further in the <brand name’s> app?

The last question is better if answered as an open-ended question for users who abandon the app or cart or drop out while browsing. If you can provide several choices for the users to select from, with multiple selections, you can even get them rid of the pain of writing a long answer.

Other Questions Related to App Experience

NPS, CSAT, and CES don’t cover so many questions. However, some other questions can be:

1. Was this option/button <mention the option or button name> easy to use/find?
2. Did the <brand name’s> app help you satisfy your need?
3. What encouraged you to download the <brand name’s> app?
4. What encouraged you to visit the <brand name’s> app today?
5. How happy are you with navigating the <brand name’s> app?
6. What do you like the most about the <brand name’s> app?
7. What do you suggest to improve the <brand name’s> app?
8. What feature in the <brand name’s> app excites you most?

Remember, several of these questions can be open-ended, multiple-choice, or single-select types. You can use thumbs-up and thumbs-down icons with questions that answer in binary (a yes or a no). As mentioned earlier, when using a 5-rating scale, try to be more innovative.

How Opinionest Can Help with Mobile App Survey

Opinionest, one of the best online survey sites in India and the US, helps with market research and studies in various industries. We have been working in the market research industry for over 13 years. If you want to create online survey forms or launch surveys for an app, contact us here and initiate a discussion today.