How easy was it to change your plan? Product Survey Question
Understand how friction in plan changes affects user experience and identify obstacles that could drive customers to competitors.
Question type
Rating scale 1-7
Primary metric
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | Very difficult Difficult Somewhat difficult Neutral Somewhat easy Easy Very easy |
| More emphatic | Extremely difficult Very difficult Difficult Neither easy nor difficult Easy Very easy Extremely easy |
| Process-focused | Very complicated Complicated Somewhat complicated Neutral Somewhat straightforward Straightforward Very straightforward |
| Time-based | Took way too long Took too long Took somewhat long Took expected time Was somewhat quick Was quick Was very quick |
Follow-Up Questions
Follow-up questions help you understand what drove someone's difficulty rating and identify specific friction points in your plan change flow. They turn a numeric score into actionable insights about where to improve your upgrade/downgrade experience.
This open-ended follow-up captures the specific moments of friction or delight during plan changes, revealing whether issues stem from UI confusion, billing concerns, feature comparisons, or something else entirely.
This multiple-choice question pinpoints exactly where in the workflow customers struggle, helping you prioritize which part of the plan change experience needs immediate attention.
This forward-looking question surfaces specific improvements customers want, giving you a prioritized list of enhancements straight from users who just experienced the process.
When to Use This Question
SaaS Products: Within 24 hours of a plan change, send via in-app modal or email, capturing friction while the experience is fresh. This timing catches both successful upgrades and frustrated downgrades, revealing whether your billing UI creates unnecessary barriers that cost you revenue.
E-commerce: Trigger immediately after customers modify their subscription tier or delivery frequency, placed on the confirmation page with a persistent email follow-up, because subscription management friction directly impacts retention rates and you need to know if customers struggle before they cancel entirely.
Mobile Apps: Deploy within the first hour after users complete an in-app purchase or subscription change, shown as a native dialog or bottom sheet, since mobile checkout flows have unique pain points around payment methods and App Store processes that desktop surveys miss.
Web Apps: Present right after users adjust team size, storage limits, or feature access, displayed as a slide-in panel on the account settings page, because this captures the technical and UX issues that prevent smooth scaling and reveals whether your pricing model feels fair when people actually interact with it.
Digital Products: Send within 12 hours of customers switching between one-time purchase and subscription models or changing license types, delivered via transactional email with a single-click response option, as this timing identifies confusion about pricing structures and whether your checkout process clearly explains what customers get at each tier before buyer's remorse sets in.
Related Questions
- How easy was it to complete your task?
- How easy was it to get your issue resolved?
- How easy was it to find what you needed?
- How much effort did it take to complete your purchase?
- How simple was the onboarding process?
- How easy was it to import your data?
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- How simple was it to integrate with your tools?
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- How easy was it to export your data?
- How much effort did it take to learn the product?
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- How easy was it to configure the settings?
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- How easy was it to use our product?
- How easy was it to contact us when you needed help?
- How easy was it to understand our instructions or documentation?
- How easy was it to find what you were looking for?
- How easy was it to reach our customer support team?
- How easy was it to get your issue resolved by our support team?