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Patient Portal Usability & NPS Survey

For healthcare organizations evaluating their patient portal's digital experience. Measures navigation ease, records access, secure messaging satisfaction, and Net Promoter Score to identify priority UX improvements.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

19 questions · ~4 min
Q01
Long Text

Welcome to the Patient Portal Experience Survey. We are conducting this research to understand how patients interact with our online portal and identify areas for improvement. Your participation is completely 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 and will be reported in aggregate only. No individual responses will be shared with your care team. This survey takes approximately 5–7 minutes to complete. By continuing, you consent to participate in this survey.

Q02
Multiple Choice

Have you used the patient portal at least once in the last 3 months?

Q03
Long Text

Overall, how easy was it to find what you needed on the patient portal?

Q04
Multiple Choice

When you viewed your health records on the portal, how complete did they appear?

Q05
Long Text

How satisfied were you with the response time from your care team when using secure messaging?

Q06
Long Text

Overall, how satisfied are you with your experience using the patient portal?

Q07
Long Text

What is your age?

Q08
Long Text

Thank you for completing this survey. Your feedback is valuable and will be used to improve the patient portal experience. If you have any questions about this research, please contact your healthcare provider's patient experience team.

Q09
Multiple Choice

Which device did you primarily use to access the patient portal?

Q10
Multiple Choice

Which of the following portal areas, if any, were difficult to find or navigate? Select all that apply.

Q11
Long Text

How satisfied were you with how quickly your health records loaded on the portal?

Q12
Multiple Choice

What topics did you send secure messages about? Select all that apply.

Q13
Long Text

On a scale of 0 to 10, how likely are you to recommend this patient portal to a friend or family member?

Q14
Multiple Choice

How do you describe your gender?

Q15
Multiple Choice

How often did you use the patient portal in the last 3 months?

Q16
Multiple Choice

Were you able to download or print your health records from the portal?

Q17
Long Text

Please rank the following potential portal improvements from most to least important to you.

Q18
Long Text

Based on your responses in this survey, please share any additional thoughts or suggestions about your patient portal experience.

Q19
AI Interview

We'd like to learn a bit more about your portal experience. An AI moderator will ask you a couple of brief follow-up questions based on your earlier responses.

What’s included

  • AI follow-ups

    Adaptive probes on open-ended answers that pull out detail a static form would miss.

  • Attention checks

    Built-in safeguards against rushed answers and low-quality respondents.

  • AI-drafted copy

    Wording, ordering, and branching written by the AI — tuned to your research goal.

  • Auto report

    Themes, quotes, and a plain-English summary write themselves once responses come in.

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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