Did we meet your expectations? Product Survey Question
Quickly identify when customer experiences fall short and take immediate action to prevent churn by tracking real-time satisfaction against expectations.
Question type
Yes/No binary choice
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | No Yes |
| More emphatic | Not at all Absolutely |
| Expectation-focused | Below expectations Met expectations |
| Direct feedback | Did not meet them Met my expectations |
Follow-Up Questions
When customers indicate whether you met their expectations, understanding the specifics behind their response helps you identify patterns and take targeted action. These follow-up questions capture the context that turns a simple yes/no into actionable insights.
This open-ended follow-up works for both positive and negative responses, letting customers highlight what mattered most without constraining their feedback to predefined categories.
Identifying the primary driver helps you prioritize improvements and understand whether expectations were set or missed in product delivery, service interactions, or overall value.
This question uncovers the gap between meeting expectations and delighting customers, revealing opportunities to transform satisfied customers into enthusiastic advocates.
When to Use This Question
SaaS Products: Send immediately after a customer completes their first major workflow or reaches a 30-day usage milestone, using an in-app modal that appears on their dashboard, because this captures their initial impression when memory is fresh and gives you early signals about onboarding effectiveness.
E-commerce: Trigger 7-10 days after delivery for first-time purchasers, placing it in a follow-up email alongside product care tips or styling suggestions, because this timing allows customers to actually use the product while the purchase experience is still recent enough to provide actionable feedback.
Mobile Apps: Display after users complete 3-5 key sessions or hit a natural milestone like finishing their first project or reaching level 5, using a subtle bottom sheet that slides up after they've saved their work, because this respects their flow while catching them at a moment of accomplishment when they're most receptive.
Web Apps: Ask within 24 hours of a support interaction being resolved or immediately after a feature demonstration call, embedding it as a persistent feedback button in the bottom corner plus a one-time toast notification, because proximity to the specific interaction makes responses more detailed and actionable than generic satisfaction surveys.
Digital Products: Send 2-3 days after purchase for downloadable content like templates, courses, or design assets, using an automated email with a simple thumbs interface that links to a more detailed survey if they're dissatisfied, because this quick-response window catches initial reactions while giving just enough time for them to evaluate quality and usability.
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