Referral Program Friction & Barriers Audit

Welcome, and thank you for taking part in this survey! We'd like to understand your experience with referrals so we can improve the process. This should take about 11 minutes. Your responses are confidential and will be reported only in aggregate. Participation is entirely voluntary — you may stop at any time. There are no right or wrong answers; we simply want your honest opinions.

How likely are you to recommend us to a friend or colleague in the next 90 days?

In the past 6 months, have you tried to refer someone to us?

• Yes, and they signed up
• Yes, but they did not sign up
• Not in the past 6 months, but I have referred before
• I have never referred anyone

Approximately how many people did you try to refer in the past 6 months?

• 1
• 2
• 3–5
• 6–10
• More than 10

Before today, were you aware that we have a refer-a-friend program?

• Yes
• No
• I may have heard of it but I'm not sure

Where have you seen or heard about our referral program? (Select all that apply)

• Account/dashboard in my profile
• Checkout or order confirmation
• Email communications (newsletter or receipt)
• In the mobile app
• Help center / FAQ
• From a friend
• Social media
• In-store, packaging, or receipt (if applicable)
• I haven't seen or don't recall seeing anything

How clear is the referral offer when you first see it?

How familiar are you with the current referral reward?

• I know exactly what it is
• I have a general idea
• Not sure
• I don't know at all

How appealing is the current referral reward to you?

Please rank the following reward types from most to least motivating for you to refer someone.

1. Account credit for me
2. Discount for both me and my friend
3. Cash payout
4. Gift card
5. Free month/upgrade/feature
6. Donation to a charity

When thinking about a referral reward, which of the following matters most to you?

• The reward value for me
• The benefit my friend receives
• How easy it is to claim
• How quickly I receive it
• Clarity about whether I'm eligible
• Flexibility in choosing the reward type

How easy or difficult would it be for you to complete a referral right now?

Which of the following steps, if any, feel like barriers when trying to refer someone? (Select all that apply)

• Finding the referral option
• Understanding the reward or terms
• Entering my friend's contact information
• Choosing how to share (email, link, text, etc.)
• Tracking whether my friend signed up
• Receiving or redeeming my reward
• Too many steps overall
• None of these feel like barriers

Where would you most expect to find the option to refer a friend?

• Account or profile menu
• Order confirmation page
• Share button inside the app
• Help/FAQ section
• Checkout page
• Email footer or account emails
• SMS or push notification
• None of these

How many minutes would you be willing to spend completing a referral?

• Less than 1 minute
• 1–2 minutes
• 3–5 minutes
• More than 5 minutes

Do any of the following concerns discourage you from referring? (Select all that apply)

• I don't want to annoy friends
• Not sure friends would like our product/service
• Privacy concerns about sharing contacts
• The offer seems too salesy
• The reward is not worth the effort
• I prefer to wait before recommending
• I generally don't recommend products
• None of these

What is the single biggest change that would make referring easier for you?

Based on your responses in this survey, please share any additional thoughts or feelings about your referral experience.

Which of the following best describes your current relationship with us?

• I am not yet a customer
• New customer (under 3 months)
• Customer (3–12 months)
• Customer (1+ year)
• Former customer

How often do you use our product or service?

• Daily
• Weekly
• Monthly
• Less often
• I don't use it currently

What is your age group?

• Under 18
• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

What country or region do you live in?

• United States
• Canada
• United Kingdom
• Australia
• Germany
• France
• India
• Brazil
• Mexico
• Japan
• Other (please specify)
• Prefer not to say

Thank you for your time — your feedback will directly help us improve the referral program!