Q01
Message
All templatesCustomer Experience
Knowledge Base Content Effectiveness Survey
Measures article findability, clarity, completeness, and task-completion outcomes for knowledge base users. Use to identify content gaps and prioritize help center improvements.
No sign-up to try · Free to start · No credit card
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
24 questions · ~11 min
Q02
Dropdown
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
Q03
Multiple Choice
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)
Q04
Multiple Choice
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)
Q05
Multiple Choice
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
Q06
Dropdown
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
Q07
Opinion Scale
How easy was it to identify the right article from the search results or category listing?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q08
Message
The following statements are about the article you read most recently. Please indicate how much you agree or disagree with each one.
Q09
Opinion Scale
The article was easy to understand.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q10
Opinion Scale
The article covered the topic completely.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q11
Opinion Scale
The information in the article was accurate and up to date.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q12
Opinion Scale
The article was well-organized and easy to scan.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q13
Opinion Scale
The article included helpful examples, screenshots, or visuals.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q14
Multiple Choice
Did this article enable you to complete your task?
- Yes, completely
- Yes, partially
- No
- I was just browsing
Q15
Opinion Scale
Overall, how easy was it to use the article to achieve your goal?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q16
Opinion Scale
How likely are you to use our knowledge base again in the future?
Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q17
Long Text
What, if anything, was missing or unclear in the article?
Q18
Multiple Choice
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
Q19
AI Interview
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?
Q20
Long Text
Based on your responses in this survey, please share any additional thoughts or feelings about your knowledge base experience.
Q21
Dropdown
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
Q22
Dropdown
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
Q23
Dropdown
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
Q24
Message
Thank you for your time—your feedback helps us improve the knowledge base for everyone.
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
- Includes an AI follow-up interview that adapts based on the respondent's specific ratings, letting you dig into why an article was rated low on clarity or completeness rather than just capturing a static score.
- Combines findability metrics (search success rate, time-to-find, ease of locating the right article) with content-quality ratings (clarity, completeness, accuracy, organization, visuals) and a task-completion outcome question in one flow.
- Captures open-text detail on what was missing or unclear plus a multi-select on desired improvements, giving concrete, actionable content-gap data instead of only satisfaction scores.
- Segments results by role, industry, and company size so you can prioritize help-center fixes for the users and use cases that matter most.
SurveySparrow
Knowledge Article Feedback TemplateA fielding-ready template focused specifically on gathering feedback for individual knowledge base articles. It's conversational in style, which suits SurveySparrow's chat-form UI, but the question set appears fixed rather than adaptive to each respondent's answers.
What it does well
- Purpose-built for article-level feedback rather than generic satisfaction surveys
- Conversational form format may improve completion rates for quick feedback
- Part of a broader survey platform with standard reporting/dashboard tools
Where it falls short
- No adaptive AI follow-up questioning based on how a respondent scores an article
- No published methodology or per-response quality scoring for feedback reliability
- No voice-based interview option or guided task/screen-share capability
QuestionPro
Company - Knowledge Management Survey TemplateThis template addresses broader organizational knowledge management (how knowledge is created, shared, and used internally) rather than help-center article findability and clarity specifically. It's a static, fielding-ready survey backed by QuestionPro's established analytics suite, but it's a different scope than a content-effectiveness audit.
What it does well
- Established enterprise survey platform with mature reporting and segmentation tools
- Customizable question library for broader knowledge-sharing assessments
- Likely supports standard skip logic and multi-channel distribution
Where it falls short
- Framed around general knowledge management, not specifically knowledge base article findability/clarity/task completion
- No adaptive AI follow-up interview or voice AI interview option
- No transparent, per-response quality scoring or documented prompt methodology
Frequently asked questions
What questions are in the “Knowledge Base Content Effectiveness Survey” template?
The template includes 24 ready-to-use questions, starting with: “Welcome, and thank you for taking a few minutes to share your feedback about our knowledge base. This survey asks about…” · “When did you most recently read an article in our knowledge base?” · “Which type of article did you read most recently?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 24 questions in about 11 minutes.
Can I customize this template?
Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.
Is this template free to use?
Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.
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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