Knowledge Base Content Effectiveness Survey

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.

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

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)

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

Did this article enable you to complete your task?

• Yes, completely
• Yes, partially
• No
• I was just browsing

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

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

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

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)

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

The article was easy to understand.

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

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

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

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

The article covered the topic completely.

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

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?

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

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

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

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

The article was well-organized and easy to scan.

The article included helpful examples, screenshots, or visuals.