Q01
Message
All templates
Mobile Banking App Experience & Satisfaction Survey
Measures how customers actually use your mobile banking app — login, transfers, bill pay, deposits — and where friction shows up, paired with a prioritization exercise for what to fix next. An AI follow-up interview reconstructs a real recent session in detail, surfacing the exact moment things broke down instead of vague complaints.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
13 questions · ~7 min
Q02
Multiple ChoiceRequired
In the last 30 days, how often have you used the mobile banking app?
- Not at all
- Once or twice
- Weekly
- A few times a week
- Daily or almost daily
Q03
Multiple ChoiceRequired
Which of these have you done in the app in the last 30 days? Select all that apply.
- Checked balances or transaction history
- Transferred money between accounts
- Paid a bill or sent money to someone
- Deposited a check by photo
- Contacted customer support in the app
- Set up or changed alerts/notifications
Q04
Opinion ScaleRequired
Overall, how satisfied are you with the mobile banking app?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q05
MatrixRequired
How satisfied are you with each of the following in the app?
6 rows × 5 columns
- Logging in (password, PIN, or biometric)
- Checking balances and transaction history
- Transferring money between accounts
- Paying bills or sending money to people
- Depositing checks by photo
- +1 more
Columns: Very dissatisfied · Dissatisfied · Neutral · Satisfied · Very satisfied
Q06
Rating ScaleRequired
Thinking about the last task you completed in the app, how easy was it to get done?
Range: 1 – 5
Min:Very difficultMax:Very easy
Q07
Multiple ChoiceRequired
In the last 30 days, did you run into any problem, error, or confusing moment while using the app?
- Yes, at least once
- No
Q08
AI Interview
Reconstruct what happened the last time the respondent tried to complete a task in the mobile banking app — what they were trying to do, whether it worked, and exactly where they got stuck or confused. If they reported a problem in the previous question, dig into what specifically broke and how they resolved it (or whether they gave up and used another channel, like a branch or phone call). If they reported no problems, ask about the one feature they'd most want improved and why it matters to their daily banking habits.
Q09
Best–Worst Trade-off (MaxDiff)Required
If we could only improve a few things about the app, which matter most to you?
- Faster money transfers
- More detailed transaction search and filters
- Better in-app customer support (chat or call)
- Stronger security features (e.g., biometric login options)
- Clearer bill pay and scheduling
- Budgeting and spending insights
- Faster check deposit processing
- Simpler navigation and app design
Pick best & worst per setBest:Most important to improveWorst:Least important to improve
Q10
Opinion ScaleRequired
How likely are you to recommend our mobile banking app to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q11
Multiple Choice
How long have you been a customer with us?
- Less than 1 year
- 1-3 years
- 4-10 years
- More than 10 years
- Prefer not to say
Q12
Multiple Choice
What is your age range?
- 18-24
- 25-34
- 35-44
- 45-54
- 55-64
- 65+
- Prefer not to say
Q13
Message
That's everything — thank you! Your answers will feed directly into a report guiding what we fix and build next in the mobile banking app.
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
- Goes beyond satisfaction ratings with an AI follow-up interview that reconstructs the respondent's actual last session (login, transfer, bill pay, deposit) to find the exact moment friction occurred, not just a vague complaint rating.
- Combines quantitative coverage (usage frequency, feature checklist, satisfaction matrix, task-ease rating, NPS) with a MaxDiff prioritization exercise so you know what to fix first, not just what's broken.
- Automated per-response quality scoring and transparent prompts mean you can trust the open-ended data and see exactly how the AI probed, rather than reading raw unstructured text.
- Auto-generated reports turn structured ratings plus reconstructed session detail into a ready-to-share output, with no academic tier needed — just a free tier or the $50/mo Business plan.
Jotform
Mobile Banking Survey Form TemplateA static, customizable form template built on Jotform's drag-and-drop form builder, aimed at collecting basic banking app feedback. It's ready to field quickly but relies on fixed question sets rather than any adaptive interviewing.
What it does well
- Easy to customize within Jotform's builder
- Quick to deploy for basic feedback collection
- Familiar, widely-used form platform
Where it falls short
- No adaptive AI follow-up questioning — every respondent sees the same static questions
- No mechanism to reconstruct a specific recent user session or task
- No automated quality scoring of responses
SurveySparrow
Mobile Banking Questionnaire TemplateA conversational-style survey template focused on digital banking feedback, leveraging SurveySparrow's chat-like UI for a friendlier feel. The flow and branching logic are still pre-scripted rather than dynamically generated per respondent.
What it does well
- Conversational chat-style presentation for better completion rates
- Banking-specific question framing
- Supports skip logic within a pre-built flow
Where it falls short
- No true adaptive AI interviewing that probes based on each individual's answer
- No task reconstruction or screen-share guided tasks
- No published methodology for how responses are scored or analyzed
QuestionPro
Mobile app user experience survey template | Voice of the customer surveysA general mobile app UX template positioned under QuestionPro's Voice of Customer suite, not specific to banking apps. It's a solid generic starting point but would need heavy customization for banking-specific flows like transfers or bill pay.
What it does well
- Backed by a broader Voice of Customer analytics suite
- Generic mobile app UX coverage applicable across industries
- Established survey distribution and panel options
Where it falls short
- Not banking-specific — lacks built-in login/transfer/bill pay/deposit framing
- No adaptive AI interview to surface the specific breakdown moment in a task
- No screen-share guided task or voice AI interview option
SurveyMonkey
Mobile App Survey Template & QuestionsA general-purpose mobile app feedback template from SurveyMonkey, useful for broad usability and satisfaction questions but not tailored to banking-specific tasks. It functions as a static questionnaire rather than an interactive interview.
What it does well
- Trusted, widely-used survey brand
- Simple setup for general app feedback
- Built-in benchmarking and analytics tools
Where it falls short
- Not banking-specific, so no direct coverage of login, transfers, bill pay, or deposits
- No adaptive AI follow-up to reconstruct a real recent session
- No per-response quality scoring or transparent AI prompt methodology
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.