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Customer Experience

Customer & Prospect Journey Mapping Survey

Measures ease, satisfaction, and pain points across each stage of the customer and prospect journey. Designed for CX researchers seeking to identify drop-off risks, high-impact touchpoints, and conversion barriers.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全26問・約11分
Q01
メッセージ

Welcome, and thank you for participating in this survey about your experience researching or using products and services in this category. This survey takes approximately 12 minutes. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. All responses are confidential, anonymized, and reported only in aggregate. Please click 'Next' to begin.

Q02
選択式

Which of the following best describes your current involvement with this product or service category?

  • Currently a customer
  • Used in the last 12 months but not currently
  • Considering or researching
  • Not familiar yet
Q03
プルダウン

When did you most recently use a product or service in this category?

  • Within the last 7 days
  • 8–30 days ago
  • 1–3 months ago
  • 3–6 months ago
  • 6–12 months ago
  • More than 12 months ago
Q04
選択式

In the last 90 days (or during your most recent research), which of the following channels did you use to learn about, evaluate, or complete tasks related to this category? Select all that apply.

  • Company website
  • Mobile app
  • Phone call
  • Live chat
  • Email
  • Social media
  • In-store or in-person
  • Third-party reviews or forums
  • Search engine results
  • Online ads
  • Friends/family recommendations
  • Other (please specify)
Q05
メッセージ

The following questions ask how easy or difficult specific stages of your journey were. If a stage does not apply to you, select the midpoint.

Q06
自由回答（長文）

Please describe one moment that strongly shaped your impression of a provider in this category—positive or negative. What happened, and where did it occur?

Q07
ランク付け

Please rank the following challenges from biggest (1) to smallest (6) based on your personal experience.

  1. Finding accurate information
  2. Understanding pricing or fees
  3. Comparing options easily
  4. Checkout or sign-up friction
  5. Setup/onboarding complexity
  6. Getting timely support
ドラッグして順位を付ける
Q08
AIインタビュー

We'd like to explore your journey experience in a bit more depth. An AI moderator will ask you a couple of follow-up questions based on what you've shared so far.

Q09
オピニオンスケール

Overall, how satisfied are you with your experience in this product or service category so far?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q10
自由回答（長文）

Based on your responses in this survey, is there anything else you'd like to share about your experience or journey in this product or service category?

Q11
プルダウン

What is your age range?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65 or older
  • Prefer not to say
Q12
メッセージ

Thank you for completing this survey. Your input is valuable and will help us improve future experiences in this category.

Q13
選択式

Which of the following best describes where you are in your decision process today?

  • Just becoming aware
  • Actively comparing options
  • Shortlisted and planning to decide within 30 days
  • Decided not to proceed for now
  • Browsing for future needs
Q14
オピニオンスケール

How easy or difficult was it to initially discover or become aware of options in this category?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q15
選択式

Which of the following factors most shaped your overall impression? Select up to three.

  • Product or service quality
  • Price and value
  • Ease of use
  • Customer support
  • Brand reputation/trust
  • Availability or delivery
  • Recommendations or reviews
  • Advertising or promotions
  • Policies (returns, cancellation, warranty)
  • Other (please specify)
Q16
オピニオンスケール

How likely are you to recommend a provider in this category to a friend or colleague?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q17
選択式

What is your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q18
オピニオンスケール

How easy or difficult was it to research and compare your options?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q19
自由回答（長文）

Was there anything that nearly stopped you from continuing your research or purchase in this category? If so, please describe what it was.

Q20
オピニオンスケール

How much effort did you personally have to put forth to get what you needed from providers in this category?

スケール: 1 – 7
最小:Very low effort最大:Very high effort
Q21
プルダウン

In which region do you currently reside?

  • Africa
  • Asia
  • Europe
  • Latin America & Caribbean
  • Middle East
  • North America
  • Oceania
  • Prefer not to say
Q22
オピニオンスケール

How easy or difficult was it to make a purchase decision or sign up?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q23
プルダウン

What is the highest level of education you have completed?

  • Less than high school
  • High school or equivalent
  • Some college, no degree
  • Associate degree
  • Bachelor's degree
  • Master's degree
  • Doctorate
  • Professional degree (e.g., JD, MD)
  • Prefer not to say
Q24
オピニオンスケール

How easy or difficult was the initial setup or onboarding process?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q25
選択式

What is your current employment status?

  • Employed full-time
  • Employed part-time
  • Self-employed
  • Student
  • Homemaker/Caregiver
  • Unemployed
  • Retired
  • Prefer not to say
Q26
オピニオンスケール

How easy or difficult has it been to get ongoing support or assistance when needed?

スケール: 1 – 7
最小:Very difficult最大:Very easy

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Structures the entire journey into distinct stages (discovery, research, decision, onboarding, ongoing support) with dedicated ease/difficulty ratings for each, rather than one generic satisfaction score.
  • Includes an AI follow-up interview segment that can probe deeper into a respondent's journey experience beyond fixed-choice answers.
  • Combines quantitative stage-by-stage opinion scales with qualitative depth (open-text on pivotal moments, near-dropout points, ranked list of biggest challenges) for both breadth and root-cause insight.
  • Captures both current customers and active prospects (recency of use, decision-stage, research-window questions), making it usable for churn-risk and conversion-barrier analysis, not just post-purchase satisfaction.

Jotform

Customer Journey Form Template

A ready-to-use, customizable form template focused on mapping customer journey touchpoints. It's built on Jotform's drag-and-drop form builder, so it's easy to brand and deploy quickly, but it functions as a static data-collection form rather than a research instrument with built-in analysis logic.

優れている点

  • Quick to customize and deploy via drag-and-drop builder
  • Broad template library ecosystem for related forms
  • Free-tier accessible form building

物足りない点

  • No adaptive AI follow-up questioning — same fixed questions for every respondent
  • No built-in per-response quality scoring
  • No automated analytical report generation described

QuestionPro

Customer satisfaction survey questions | Customer satisfaction survey example

A pre-built customer satisfaction survey example with sample question sets, aimed more at general CSAT measurement than full journey-stage mapping. Useful as a reference question bank, but appears to be a static template rather than one with stage-specific drop-off analysis or adaptive probing.

優れている点

  • Established survey platform with mature reporting dashboards
  • Large library of sample CSAT questions
  • Supports multiple survey distribution channels

物足りない点

  • No adaptive AI-moderated interview capability
  • No transparent prompt methodology published
  • Journey-stage breakdown is not a core focus — more generic satisfaction focus

SurveyMonkey

Customer Satisfaction Survey Template

A well-known, ready-made customer satisfaction template with standard CSAT/NPS-style questions. It's easy to field immediately given SurveyMonkey's brand recognition and distribution tools, but it centers on overall satisfaction rather than mapping ease/pain at each specific journey stage.

優れている点

  • Widely recognized platform with strong distribution and panel options
  • Simple, quick-to-launch template
  • Established reporting and benchmarking features

物足りない点

  • No adaptive AI interviewing or voice AI follow-up
  • Static question set with no per-response quality scoring
  • Limited stage-by-stage journey breakdown compared to a dedicated journey-mapping instrument

SurveySparrow

FREE Customer Satisfaction Survey Template

A free, conversational-style satisfaction survey template that emphasizes a chat-like respondent experience. It's easy to start with at no cost, but like the other static templates here, it doesn't offer adaptive follow-up interviewing or stage-specific journey mapping questions.

優れている点

  • Conversational UI format that can feel more engaging than plain forms
  • Free to use as a starting template
  • Simple setup for basic satisfaction tracking

物足りない点

  • No true adaptive AI-moderated follow-up (chat-style UI is not the same as AI-driven probing)
  • No automated per-response quality scoring
  • Not structured around distinct journey stages or drop-off risk identification

よくあるご質問

「Customer & Prospect Journey Mapping Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が26問含まれており、最初の設問は次のとおりです：「Welcome, and thank you for participating in this survey about your experience researching or using products and services…」・「Which of the following best describes your current involvement with this product or service category?」・「When did you most recently use a product or service in this category?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、26問を約11分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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