How easy was it to find what you needed? Product Survey Question

Measure how effortlessly users navigate to their goals—easier experiences drive higher completion rates and stronger loyalty.

Question type

Rating scale 1-7

Primary metric

CES (Customer Effort Score)

Answer scale variations

Comparison table
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
Time-focused	Took forever Took too long Took some time Reasonable time Pretty quick Quick Instant
Success-oriented	Could not find it Very hard to find Hard to find Found eventually Found easily Found quickly Found immediately

Follow-Up Questions

Finding what users need is the foundation of good UX, but knowing why they struggled or succeeded gives you the insight to actually improve. These follow-ups help you understand the specific friction points or delightful moments in your navigation and search experience.

This open-ended question reveals whether users struggled with common tasks or edge cases, helping you prioritize which findability issues to fix first based on what people actually need most.

Categorizing the type of friction you're creating helps you target specific fixes—unclear navigation needs different solutions than poor search results or confusing information architecture.

Understanding users' first instinct reveals whether your most prominent wayfinding tools match user expectations, and whether people are defaulting to search because navigation fails them.

When to Use This Question

SaaS Products: Deploy immediately after users complete a key workflow like exporting a report or setting up an integration, using an in-app modal that appears before they navigate away, because catching them in the moment of task completion reveals friction points while the experience is fresh and actionable.

Web Apps: Trigger after 3-5 page views within a single session when users have navigated through multiple sections, presenting it as a slide-in banner from the bottom-right corner, because this timing indicates active searching behavior and the unobtrusive placement lets them respond without interrupting their current task.

Mobile Apps: Launch within 60 seconds of users opening a specific feature or content category for the first time, displaying as a half-screen overlay that can be swiped away, because new users are most likely to struggle with navigation and this placement captures their initial impression while still allowing easy dismissal.

E-commerce: Show immediately after customers use site search, filter products, or view 5+ items in a browsing session, positioning it as a sticky footer bar that persists as they continue shopping, because these behaviors signal active product hunting and the persistent placement ensures visibility without blocking product views or checkout flow.

Digital Products: Present right after users access help documentation, FAQs, or support resources, implementing it as an exit-intent popup when they move to close the help window or navigate away, because help-seeking is a clear signal of difficulty and the exit-intent timing catches them when they've either found their answer or given up.

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