Did this workflow make sense? Product Survey Question
Track whether your workflow design aligns with user mental models and identify confusing steps that need immediate attention.
Question type
Yes/No binary choice
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | No Yes |
| Clarity-focused | Didn't make sense Made sense |
| Understanding-based | Was confusing Was clear |
| Intuitive approach | Not intuitive Intuitive |
Follow-Up Questions
Getting a thumbs up or down tells you if something worked, but the real value comes from understanding why users felt that way. These follow-up questions help you collect specific, actionable feedback that reveals which parts of the workflow clicked and which parts caused confusion.
This open-ended question is essential when users give a thumbs down because it pinpoints exactly where they got stuck, whether it's unclear labeling, unexpected steps, or missing information that would help you prioritize fixes.
Even when workflows need improvement, some parts usually work well, and identifying these strengths helps you understand what patterns to replicate in other flows and what not to accidentally break during redesigns.
This invites users to suggest improvements from their perspective, often revealing quick wins like better help text, clearer navigation, or reordering steps that you might not have considered from inside the product team.
When to Use This Question
SaaS Products: Survey after users complete their first automated workflow or reach day 7 of usage, using an in-app modal that appears immediately after workflow execution, because catching users while the experience is fresh helps identify confusing steps before they abandon the feature entirely.
Mobile Apps: Deploy within 24 hours of a user finishing their third onboarding task or tutorial sequence, via a slide-up prompt from the bottom of the screen, because this timing captures initial comprehension issues while users still remember their thought process and haven't yet formed workaround habits.
E-commerce: Ask immediately after checkout completion but before the order confirmation page, using an embedded widget that doesn't block the confirmation message, because the checkout workflow is your most critical conversion path and even small friction points directly impact revenue.
Web Apps: Trigger when users reach a milestone action like creating their first report, dashboard, or export, through a contextual tooltip near the relevant interface element, because measuring workflow clarity at achievement moments reveals whether success happened despite confusion or because of intuitive design.
Digital Products: Present after users finish a multi-step creation process such as building a template, course module, or design project, via a non-intrusive banner at the top of their workspace, because complex creative workflows often hide usability gaps that only become apparent when users attempt their first complete end-to-end task.
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