Q01
Message
All templatesHealthcare & Clinical
Patient Portal Usability & NPS Survey
For healthcare organizations evaluating their patient portal's digital experience. Measures navigation ease, records access, secure messaging satisfaction, and Net Promoter Score to identify priority UX improvements.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
19 questions · ~9 min
Q02
Multiple Choice
Have you used the patient portal at least once in the last 3 months?
- Yes
- No
Q03
Opinion Scale
Overall, how easy was it to find what you needed on the patient portal?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q04
Multiple Choice
When you viewed your health records on the portal, how complete did they appear?
- Very complete
- Mostly complete
- Some information was missing
- Many details were missing
- Not sure
- Not applicable — I did not view records
Q05
Opinion Scale
How satisfied were you with the response time from your care team when using secure messaging?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q06
Opinion Scale
Overall, how satisfied are you with your experience using the patient portal?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q07
Dropdown
What is your age?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65–74
- 75+
- Prefer not to say
Q08
Message
Thank you for completing this survey. Your feedback is valuable and will be used to improve the patient portal experience. If you have any questions about this research, please contact your healthcare provider's patient experience team.
Q09
Multiple Choice
Which device did you primarily use to access the patient portal?
- Smartphone app
- Smartphone web browser
- Tablet
- Laptop or desktop computer
Q10
Multiple Choice
Which of the following portal areas, if any, were difficult to find or navigate? Select all that apply.
- Test results and lab reports
- Appointment scheduling
- Medication list or refills
- Secure messages
- Billing and payments
- Visit summaries or after-visit notes
- None — everything was easy to find
- Other
Q11
Opinion Scale
How satisfied were you with how quickly your health records loaded on the portal?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q12
Multiple Choice
What topics did you send secure messages about? Select all that apply.
- Medication question
- Test results clarification
- Appointment scheduling
- Billing question
- Care instructions or follow-up
- Referral or forms request
- Did not send any messages
- Other
Q13
Opinion Scale
On a scale of 0 to 10, how likely are you to recommend this patient portal to a friend or family member?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q14
Multiple Choice
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Q15
Multiple Choice
How often did you use the patient portal in the last 3 months?
- Once
- 2–3 times
- About monthly
- About weekly or more
Q16
Multiple Choice
Were you able to download or print your health records from the portal?
- Did not try
- Yes, easily
- Yes, but it was difficult
- No, I was unable to
Q17
Ranking
Please rank the following potential portal improvements from most to least important to you.
- Faster loading and performance
- Clearer labels and instructions
- Easier login and password reset
- More complete records and notes
- Quicker message responses
- Better mobile experience
Drag to rank
Q18
Long Text
Based on your responses in this survey, please share any additional thoughts or suggestions about your patient portal experience.
Q19
AI Interview
We'd like to learn a bit more about your portal experience. An AI moderator will ask you a couple of brief follow-up questions based on your earlier responses.
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 segment that lets patients elaborate on portal pain points beyond fixed-choice answers
- Combines structured NPS and satisfaction scales with targeted questions on navigation, records access, and secure messaging so results map directly to portal features
- Uses a ranking question to force-prioritize potential improvements, giving healthcare teams a clear action list instead of just averages
- Automated quality scoring and auto-generated reporting turn open-ended and AI interview responses into usable findings without manual coding
SurveySparrow
Free Patient Satisfaction Survey Template | For Healthcare IndustryThis is a general patient satisfaction template for healthcare providers rather than one focused specifically on patient portal usability. It's a ready-to-field static form covering broad care experience rather than digital portal navigation, records access, or secure messaging.
What it does well
- Ready-to-use template for general patient satisfaction measurement
- Positioned specifically for healthcare industry use cases
- Likely supports standard survey distribution and reporting features
Where it falls short
- No portal-specific questions on navigation, records access, or secure messaging satisfaction
- Static question set with no adaptive AI follow-up probing
- No published methodology or transparent prompt design for how responses are interpreted
SurveyMonkey
Patient Satisfaction Survey Template | SurveyMonkeyThis is a post-visit patient satisfaction template focused on the in-person or clinical visit experience, not on patient portal digital usability. It's a fielding-ready static form but doesn't address portal-specific concerns like navigation ease or secure messaging response time.
What it does well
- Well-known survey platform with broad distribution capabilities
- Template tailored to the post-visit care experience
- Likely includes standard satisfaction and NPS-style questions
Where it falls short
- No coverage of patient portal features such as records access or navigation
- Fixed question format without adaptive AI-driven follow-up
- No automated per-response quality scoring or transparent prompt methodology
Frequently asked questions
What questions are in the “Patient Portal Usability & NPS Survey” template?
The template includes 19 ready-to-use questions, starting with: “Welcome to the Patient Portal Experience Survey. We are conducting this research to understand how patients interact wi…” · “Have you used the patient portal at least once in the last 3 months?” · “Overall, how easy was it to find what you needed on the patient portal?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 19 questions in about 9 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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