First-Session Trust Signals & Onboarding Survey

Welcome! This survey explores how people evaluate new websites and apps during their first visit. It should take approximately 5–7 minutes to complete. 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 and experiences. All responses are anonymous and will be reported in aggregate only. By continuing, you agree to participate in this research.

How often do you try a new website or app for the first time?

• Several times a week
• About once a week
• A few times a month
• About once a month
• Less than once a month

Which of the following most increase your trust when visiting a new website or app? Select all that apply.

• Verified customer reviews
• Clear return or refund policy
• Money-back guarantee
• Recognizable payment logos (e.g., Visa, PayPal, Apple Pay)
• Security indicators (SSL lock icon, HTTPS)
• Data privacy commitment (e.g., GDPR/CCPA notice)
• Industry certifications or trust badges
• Press mentions or partner logos
• Real-time support availability (live chat or phone)
• Visible total price with no hidden fees
• Social proof (e.g., number of users or customers)

Rank these first-visit experiences from most to least important for your willingness to continue.

1. Guest checkout or browse without account
2. See full price (with fees and taxes) before signup
3. Free trial without a credit card
4. Sign in with Google or Apple
5. Short signup (email only)

What most quickly makes you doubt or distrust a new website or app during your first visit?

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thank you for completing this survey. Your responses will help us understand how to build trust during first-time website and app experiences. Your answers are anonymous and will be reported in aggregate only.

How cautious are you when visiting a new brand's website or app for the first time?

Rank these trust signals from most to least important to you during a first visit.

1. Verified customer reviews
2. Clear return or refund policy
3. Recognizable payment logos
4. Data privacy commitment
5. Industry certifications or trust badges
6. Real-time support availability

How confident would you feel completing a purchase on a website you are visiting for the first time?

We'd like to explore your first-visit trust experiences in a bit more detail. Please share what comes to mind, and we'll ask a couple of follow-up questions.

What is your gender identity?

• Woman
• Man
• Non-binary
• Prefer not to say

On which pages or areas of a website are trust signals most helpful to you? Select all that apply.

• Homepage or hero area
• Product or service page
• Pricing page
• Signup or registration form
• Checkout or payment page
• Footer or sitewide elements
• Help, FAQ, or About pages

How many steps in a signup or checkout process do you consider acceptable before you would abandon it?

• 1 step
• 2 steps
• 3 steps
• 4 steps
• 5 steps
• 6 or more steps
• It depends on the context

What region do you currently live in?

• North America
• Europe
• Asia-Pacific
• Latin America
• Middle East & North Africa
• Sub-Saharan Africa
• Prefer not to say

How likely are you to complete a signup or checkout process on a new site that displays clear trust signals throughout?

How frequently do you make online purchases?

• Daily
• Several times a week
• About once a week
• A few times a month
• About once a month
• Less than once a month
• Never
• Prefer not to say