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.