How easy was it to understand our instructions or documentation? Product Survey Question
Measure how clearly your documentation communicates to users and identify friction points that could be blocking successful product adoption and reducing support costs.
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 |
| Clarity-focused | Very confusing Confusing Somewhat confusing Neither clear nor confusing Somewhat clear Clear Very clear |
| Comprehension-based | Extremely hard to understand Hard to understand Somewhat hard to understand Moderately understandable Somewhat easy to understand Easy to understand Extremely easy to understand |
| Time-based | Took much longer to grasp Took longer to grasp Took some extra time Normal time to understand Quick to grasp Very quick to grasp Instantly clear |
Follow-Up Questions
Understanding how users perceive your instructions is just the starting point. These follow-up questions help you identify specific pain points and prioritize improvements that will actually reduce customer effort.
This pinpoints exactly where users struggle so you can fix the most problematic areas first rather than guessing which documentation needs improvement.
This reveals the format and structure changes users actually want, helping you invest effort in improvements that will meaningfully reduce friction.
This shows you how users work around documentation gaps and where they turn for help, revealing opportunities to embed those resources directly into your instructions.
When to Use This Question
SaaS Products: Deploy immediately after users complete their first setup task using an in-app modal, capturing their experience while the documentation is still fresh in their minds and allowing you to identify friction points before they impact broader adoption.
E-commerce: Show this within 24 hours of order placement via email to customers who accessed your size guides, return policy, or shipping information pages, revealing whether your help content actually helps or creates additional purchase anxiety.
Mobile Apps: Trigger after users access help documentation or FAQs for the first time through an in-app prompt, measuring whether your support resources solve problems independently or simply frustrate users into contacting support.
Web Apps: Present within 48 hours of account creation using a slide-in panel to new users who visited your getting started guides or tutorials, identifying documentation gaps that cause early-stage abandonment before users fully commit to your platform.
Digital Products: Display immediately after users complete onboarding or their first project via contextual overlay within the product interface, determining whether your instructional content empowers users or leaves them confused at the moment their understanding matters most.
Related Questions
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