Map stages, touchpoints, and pain points across the customer and prospect journey. Use this template to uncover drop-offs, improve CX, and boost conversions.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
Smart Distribution
Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Sample Survey Items
Q1
Multiple Choice
Which best describes your involvement with this product/service category?
Currently a customer
Used in the last 12 months but not currently
Considering or researching
Not familiar yet
Q2
Dropdown
When did you most recently use a product/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
Q3
Multiple Choice
Where are you 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
Q4
Multiple Choice
In the last 90 days (or during your most recent research), which channels did you use to learn, decide, or complete tasks? 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
Q5
Matrix
How easy or difficult were the following stages in your recent journey or research?
Rows
Very difficult
Difficult
Neither easy nor difficult
Easy
Very easy
Discovering relevant options
•
•
•
•
•
Comparing features and pricing
•
•
•
•
•
Purchasing or signing up
•
•
•
•
•
Getting started/first use
•
•
•
•
•
Getting help or support
•
•
•
•
•
Renewing/reordering
•
•
•
•
•
Q6
Long Text
Please describe one moment that strongly shaped your impression (positive or negative). What happened, and where did it happen?
Max 600 chars
Q7
Ranking
Rank these challenges from biggest to smallest for you.
Drag to order (top = most important)
Finding accurate information
Understanding pricing or fees
Comparing options easily
Checkout or sign-up friction
Setup/onboarding complexity
Getting timely support
Q8
Multiple Choice
Which factors most shaped your 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)
Q9
Long Text
If anything nearly stopped you from continuing, what was it?
Max 600 chars
Q10
Opinion Scale
Overall, how satisfied are you with your experience in this category so far?
Range: 1 – 10
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q11
Numeric
How likely are you to recommend a provider in this category to a friend or colleague? (0 = Not at all likely, 10 = Extremely likely)
Accepts a numeric value
Whole numbers only
Q12
Multiple Choice
Attention check: To confirm you are paying attention, please select “I am paying attention.”
I am paying attention
I am not paying attention
Prefer not to say
Q13
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65 or older
Prefer not to say
Q14
Multiple Choice
What is your gender?
Woman
Man
Non-binary
Prefer not to say
Q15
Dropdown
Where do you live?
Africa
Asia
Europe
Latin America & Caribbean
Middle East
North America
Oceania
Prefer not to say
Q16
Dropdown
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
Q17
Multiple Choice
What is your current employment status?
Employed full-time
Employed part-time
Self-employed
Student
Homemaker/Caregiver
Unemployed
Retired
Prefer not to say
Q18
Chat Message
Welcome! This short survey takes about 6–8 minutes. Please answer based on your own experience. Your responses are confidential and will be used in aggregate only.
Q19
Long Text
Any other comments or suggestions you’d like to share?
Max 600 chars
Q20
AI Interview
AI Interview: 2 Follow-up Questions on your journey
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q21
Chat Message
Thank you for your time—your input helps us improve future experiences.
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