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Finance & Insurance

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.

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Sample questions

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

13 questions · ~7 min
Q01
Message

Thanks for taking a few minutes to tell us about your mobile banking app experience! We want to understand what's working and what's getting in your way. Your responses are completely confidential and anonymized. This should take about 5 minutes, and your honest answers help us most.

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 Template

A 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 Template

A 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 surveys

A 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 & Questions

A 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.

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