Q01
Message
All templatesCustomer Experience
Customer & Prospect Journey Mapping Survey
Measures ease, satisfaction, and pain points across each stage of the customer and prospect journey. Designed for CX researchers seeking to identify drop-off risks, high-impact touchpoints, and conversion barriers.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
26 questions · ~11 min
Q02
Multiple Choice
Which of the following best describes your current involvement with this product or service category?
- Currently a customer
- Used in the last 12 months but not currently
- Considering or researching
- Not familiar yet
Q03
Dropdown
When did you most recently use a product or 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
Q04
Multiple Choice
In the last 90 days (or during your most recent research), which of the following channels did you use to learn about, evaluate, or complete tasks related to this category? Select all that apply.
- Company website
- Mobile app
- Phone call
- Live chat
- Social media
- In-store or in-person
- Third-party reviews or forums
- Search engine results
- Online ads
- Friends/family recommendations
- Other (please specify)
Q05
Message
The following questions ask how easy or difficult specific stages of your journey were. If a stage does not apply to you, select the midpoint.
Q06
Long Text
Please describe one moment that strongly shaped your impression of a provider in this category—positive or negative. What happened, and where did it occur?
Q07
Ranking
Please rank the following challenges from biggest (1) to smallest (6) based on your personal experience.
- Finding accurate information
- Understanding pricing or fees
- Comparing options easily
- Checkout or sign-up friction
- Setup/onboarding complexity
- Getting timely support
Drag to rank
Q08
AI Interview
We'd like to explore your journey experience in a bit more depth. An AI moderator will ask you a couple of follow-up questions based on what you've shared so far.
Q09
Opinion Scale
Overall, how satisfied are you with your experience in this product or service category so far?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q10
Long Text
Based on your responses in this survey, is there anything else you'd like to share about your experience or journey in this product or service category?
Q11
Dropdown
What is your age range?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65 or older
- Prefer not to say
Q12
Message
Thank you for completing this survey. Your input is valuable and will help us improve future experiences in this category.
Q13
Multiple Choice
Which of the following best describes where you are 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
Q14
Opinion Scale
How easy or difficult was it to initially discover or become aware of options in this category?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q15
Multiple Choice
Which of the following factors most shaped your overall 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)
- Other (please specify)
Q16
Opinion Scale
How likely are you to recommend a provider in this category to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q17
Multiple Choice
What is your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Q18
Opinion Scale
How easy or difficult was it to research and compare your options?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q19
Long Text
Was there anything that nearly stopped you from continuing your research or purchase in this category? If so, please describe what it was.
Q20
Opinion Scale
How much effort did you personally have to put forth to get what you needed from providers in this category?
Scale: 1 – 7
Min:Very low effortMax:Very high effort
Q21
Dropdown
In which region do you currently reside?
- Africa
- Asia
- Europe
- Latin America & Caribbean
- Middle East
- North America
- Oceania
- Prefer not to say
Q22
Opinion Scale
How easy or difficult was it to make a purchase decision or sign up?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q23
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
Q24
Opinion Scale
How easy or difficult was the initial setup or onboarding process?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q25
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
Q26
Opinion Scale
How easy or difficult has it been to get ongoing support or assistance when needed?
Scale: 1 – 7
Min:Very difficultMax:Very easy
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.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- Structures the entire journey into distinct stages (discovery, research, decision, onboarding, ongoing support) with dedicated ease/difficulty ratings for each, rather than one generic satisfaction score.
- Includes an AI follow-up interview segment that can probe deeper into a respondent's journey experience beyond fixed-choice answers.
- Combines quantitative stage-by-stage opinion scales with qualitative depth (open-text on pivotal moments, near-dropout points, ranked list of biggest challenges) for both breadth and root-cause insight.
- Captures both current customers and active prospects (recency of use, decision-stage, research-window questions), making it usable for churn-risk and conversion-barrier analysis, not just post-purchase satisfaction.
Jotform
Customer Journey Form TemplateA ready-to-use, customizable form template focused on mapping customer journey touchpoints. It's built on Jotform's drag-and-drop form builder, so it's easy to brand and deploy quickly, but it functions as a static data-collection form rather than a research instrument with built-in analysis logic.
What it does well
- Quick to customize and deploy via drag-and-drop builder
- Broad template library ecosystem for related forms
- Free-tier accessible form building
Where it falls short
- No adaptive AI follow-up questioning — same fixed questions for every respondent
- No built-in per-response quality scoring
- No automated analytical report generation described
QuestionPro
Customer satisfaction survey questions | Customer satisfaction survey exampleA pre-built customer satisfaction survey example with sample question sets, aimed more at general CSAT measurement than full journey-stage mapping. Useful as a reference question bank, but appears to be a static template rather than one with stage-specific drop-off analysis or adaptive probing.
What it does well
- Established survey platform with mature reporting dashboards
- Large library of sample CSAT questions
- Supports multiple survey distribution channels
Where it falls short
- No adaptive AI-moderated interview capability
- No transparent prompt methodology published
- Journey-stage breakdown is not a core focus — more generic satisfaction focus
SurveyMonkey
Customer Satisfaction Survey TemplateA well-known, ready-made customer satisfaction template with standard CSAT/NPS-style questions. It's easy to field immediately given SurveyMonkey's brand recognition and distribution tools, but it centers on overall satisfaction rather than mapping ease/pain at each specific journey stage.
What it does well
- Widely recognized platform with strong distribution and panel options
- Simple, quick-to-launch template
- Established reporting and benchmarking features
Where it falls short
- No adaptive AI interviewing or voice AI follow-up
- Static question set with no per-response quality scoring
- Limited stage-by-stage journey breakdown compared to a dedicated journey-mapping instrument
SurveySparrow
FREE Customer Satisfaction Survey TemplateA free, conversational-style satisfaction survey template that emphasizes a chat-like respondent experience. It's easy to start with at no cost, but like the other static templates here, it doesn't offer adaptive follow-up interviewing or stage-specific journey mapping questions.
What it does well
- Conversational UI format that can feel more engaging than plain forms
- Free to use as a starting template
- Simple setup for basic satisfaction tracking
Where it falls short
- No true adaptive AI-moderated follow-up (chat-style UI is not the same as AI-driven probing)
- No automated per-response quality scoring
- Not structured around distinct journey stages or drop-off risk identification
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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