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Customer Experience

Knowledge Base Content Effectiveness Survey

Measures article findability, clarity, completeness, and task-completion outcomes for knowledge base users. Use to identify content gaps and prioritize help center improvements.

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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24問・約11分
Q01
メッセージ

Welcome, and thank you for taking a few minutes to share your feedback about our knowledge base. This survey asks about your most recent experience finding and using a knowledge base article. Your responses are confidential, will be reported only in aggregate, and will help us improve the help center. Participation is voluntary—you may stop at any time. There are no right or wrong answers; we simply want your honest opinions. Estimated time: 11 minutes.

Q02
プルダウン

When did you most recently read an article in our knowledge base?

  • Within the last 7 days
  • 8–30 days ago
  • 31–90 days ago
  • More than 90 days ago
  • Not sure
Q03
選択式

How did you find that article?

  • Typed a query in our site search
  • Browsed categories or menus
  • Used Google or another search engine
  • In-product link
  • Link from a support agent or email
  • Link from a community or forum
  • Saved bookmark
  • Other (please specify)
Q04
メッセージ

The following statements are about the article you read most recently. Please indicate how much you agree or disagree with each one.

Q05
選択式

Did this article enable you to complete your task?

  • Yes, completely
  • Yes, partially
  • No
  • I was just browsing
Q06
自由回答（長文）

What, if anything, was missing or unclear in the article?

Q07
プルダウン

Which best describes your role?

  • Individual contributor
  • Team lead or manager
  • Executive or founder
  • Consultant or agency
  • Educator or trainer
  • Student
  • Prefer not to say
Q08
メッセージ

Thank you for your time—your feedback helps us improve the knowledge base for everyone.

Q09
選択式

Which type of article did you read most recently?

  • Getting started / Onboarding
  • How-to / Step-by-step
  • Troubleshooting / Error resolution
  • Reference / API or developer docs
  • Release notes / What's new
  • Account, billing, or licensing
  • Other (please specify)
Q10
選択式

When you use search on our knowledge base, how often does it return a helpful article?

  • Always
  • Often
  • Sometimes
  • Rarely
  • Never
  • I have not used search
Q11
オピニオンスケール

The article was easy to understand.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q12
オピニオンスケール

Overall, how easy was it to use the article to achieve your goal?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q13
選択式

Which improvements would most help you find the right articles? Select all that apply.

  • Clearer article titles
  • Better search relevance
  • More tags or filters
  • Better categorization
  • More cross-links between articles
  • Show article dates and last-updated info
  • None of the above
Q14
プルダウン

Which industry best describes your organization?

  • Technology / Software
  • Finance / Insurance
  • Healthcare / Life sciences
  • Education
  • Manufacturing
  • Retail / eCommerce
  • Government / Nonprofit
  • Media & Communications
  • Other
  • Prefer not to say
Q15
プルダウン

Approximately how long did it take you to find that article?

  • Less than 1 minute
  • 1–3 minutes
  • 4–10 minutes
  • 11–20 minutes
  • More than 20 minutes
  • I don't remember
Q16
オピニオンスケール

The article covered the topic completely.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q17
オピニオンスケール

How likely are you to use our knowledge base again in the future?

スケール: 1 – 7
最小:Very unlikely最大:Very likely
Q18
AIインタビュー

Thank you for your survey responses. I'd like to ask a couple of follow-up questions to better understand your knowledge base experience. What was the main reason you visited the knowledge base on your most recent visit, and how well did it meet your expectations?

Q19
プルダウン

How many employees work at your organization?

  • 1–9
  • 10–49
  • 50–249
  • 250–999
  • 1,000–4,999
  • 5,000+
  • Prefer not to say
Q20
オピニオンスケール

How easy was it to identify the right article from the search results or category listing?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q21
オピニオンスケール

The information in the article was accurate and up to date.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q22
自由回答（長文）

Based on your responses in this survey, please share any additional thoughts or feelings about your knowledge base experience.

Q23
オピニオンスケール

The article was well-organized and easy to scan.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q24
オピニオンスケール

The article included helpful examples, screenshots, or visuals.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree

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

  • Includes an AI follow-up interview that adapts based on the respondent's specific ratings, letting you dig into why an article was rated low on clarity or completeness rather than just capturing a static score.
  • Combines findability metrics (search success rate, time-to-find, ease of locating the right article) with content-quality ratings (clarity, completeness, accuracy, organization, visuals) and a task-completion outcome question in one flow.
  • Captures open-text detail on what was missing or unclear plus a multi-select on desired improvements, giving concrete, actionable content-gap data instead of only satisfaction scores.
  • Segments results by role, industry, and company size so you can prioritize help-center fixes for the users and use cases that matter most.

SurveySparrow

Knowledge Article Feedback Template

A fielding-ready template focused specifically on gathering feedback for individual knowledge base articles. It's conversational in style, which suits SurveySparrow's chat-form UI, but the question set appears fixed rather than adaptive to each respondent's answers.

優れている点

  • Purpose-built for article-level feedback rather than generic satisfaction surveys
  • Conversational form format may improve completion rates for quick feedback
  • Part of a broader survey platform with standard reporting/dashboard tools

物足りない点

  • No adaptive AI follow-up questioning based on how a respondent scores an article
  • No published methodology or per-response quality scoring for feedback reliability
  • No voice-based interview option or guided task/screen-share capability

QuestionPro

Company - Knowledge Management Survey Template

This template addresses broader organizational knowledge management (how knowledge is created, shared, and used internally) rather than help-center article findability and clarity specifically. It's a static, fielding-ready survey backed by QuestionPro's established analytics suite, but it's a different scope than a content-effectiveness audit.

優れている点

  • Established enterprise survey platform with mature reporting and segmentation tools
  • Customizable question library for broader knowledge-sharing assessments
  • Likely supports standard skip logic and multi-channel distribution

物足りない点

  • Framed around general knowledge management, not specifically knowledge base article findability/clarity/task completion
  • No adaptive AI follow-up interview or voice AI interview option
  • No transparent, per-response quality scoring or documented prompt methodology

よくあるご質問

「Knowledge Base Content Effectiveness 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24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 taking a few minutes to share your feedback about our knowledge base. This survey asks about…」・「When did you most recently read an article in our knowledge base?」・「How did you find that article?」。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、24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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