Did our service meet your expectations? Product Survey Question
Quickly identify whether your service is hitting the mark or falling short, giving you immediate insight into customer satisfaction and areas needing attention.
Question type
Yes/No binary choice
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | No Yes |
| More emphatic | Did not meet expectations Met expectations |
| Satisfaction-focused | Not satisfied Satisfied |
| Direct approach | Below expectations Expectations met |
Follow-Up Questions
Understanding whether expectations were met is just the starting point. The real insights come from understanding what shaped those expectations and what specific aspects influenced the outcome. These follow-ups help you move from a simple yes/no to actionable understanding.
This open-ended follow-up captures the reasoning behind their response, whether they're explaining why expectations were exceeded or where you fell short.
This identifies which dimension mattered most in their evaluation, helping you prioritize where to focus improvements or maintain strengths.
Understanding where expectations originated helps you calibrate your messaging and identify gaps between what you promise and what you deliver.
When to Use This Question
SaaS Products: Survey within 24 hours of completing a key workflow like report generation or team collaboration session, triggered by in-app notification that appears on their dashboard, because you're capturing fresh impressions while the experience is still top of mind and users can provide specific details about what worked or didn't.
E-commerce: Deploy immediately after delivery confirmation (typically 3-5 days post-purchase) via email with a prominent thumbs up/down in the message preview, because customers have had time to evaluate product quality and the delivery experience, making their satisfaction assessment more accurate than asking at checkout.
Mobile Apps: Present after the user's third successful session or when they've spent at least 10 minutes in the app, using an unobtrusive slide-up modal from the bottom of the screen, because this timing indicates genuine engagement without interrupting first-time exploration, and the simple binary choice respects mobile users' limited screen space and attention.
Web Apps: Trigger upon project completion or goal achievement within your platform, displaying as a small overlay in the lower right corner that doesn't block core functionality, because users can directly connect their satisfaction to a concrete outcome they just experienced, giving you actionable feedback tied to specific features rather than vague general impressions.
Digital Products: Send 7 days after purchase for courses or templates via follow-up email with the thumbs prominently displayed as clickable images, because users have had adequate time to implement or consume your product and assess whether it delivered the promised value, while the experience is still recent enough that they remember details worth sharing in optional follow-up questions.
Related Questions
- Did you find what you were looking for using the search?
- Was this article helpful?
- Did this feature work as expected?
- Was the checkout process easy?
- Did you accomplish what you came here to do?
- Was this information useful?
- Did this solve your problem?
- Was this page helpful?
- Was the setup process clear?
- Did this answer your question?
- Was this tutorial easy to follow?
- Did this feature meet your expectations?
- Was the import successful?
- Did you get what you needed?
- Was this documentation clear?
- Did this workflow make sense?
- Did this tool do what you expected?
- Did we meet your expectations?
- Did our product meet your expectations?
- Was your issue resolved to your satisfaction?
- Did we resolve your issue on first contact?
- Was the support agent polite and respectful?