How satisfied are you with the product's reliability? Product Survey Question (+Answers)

Measure how consistently your product performs without failures, bugs, or downtime—the foundation of user trust and long-term retention.

Question type

Primary metric

Answer scale variations

Follow-Up Questions

Understanding why users rate your product's reliability a certain way reveals what "reliability" actually means to them—uptime, consistency, error frequency, or something else entirely. These follow-up questions dig into the specific experiences driving their satisfaction scores.

Comparison table
Style	Options
Typical choice	Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied
Reliability-focused	Completely unreliable Unreliable Somewhat reliable Reliable Completely reliable
Trust-based	Cannot rely on it Rarely reliable Sometimes reliable Mostly reliable Fully reliable
Performance-focused	Performs very poorly Performs poorly Performs adequately Performs well Performs excellently

This helps you understand which dimension of reliability users are actually rating—whether they're thinking about crashes, performance consistency, or data trustworthiness.

Real scenarios reveal what "reliability" means in practice and which use cases are most sensitive to stability issues.

Competitive context shows whether reliability is a differentiator or a gap, and whether user expectations are shaped by better alternatives.

When to Use This Question

SaaS Products: Deploy in-app after users experience 3+ consecutive days of stable service or following a major incident resolution, capturing sentiment while the contrast between disruption and stability is fresh—this timing reveals whether your recovery efforts actually restored confidence.

E-commerce: Trigger via email 30 days post-purchase for products with ongoing performance expectations (appliances, electronics, subscriptions), ensuring customers have experienced multiple use cycles—this window catches reliability issues before warranty concerns fade from memory.

Mobile Apps: Present after users complete 10+ sessions over 2 weeks minimum, using an in-app modal during a successful task completion, because this cadence ensures they've tested the app across different network conditions and device states where reliability problems actually surface.

Web Apps: Launch immediately after a planned maintenance window or major infrastructure upgrade through targeted email to active users, asking specifically about their first 48 hours of experience—this captures whether your technical improvements translated to perceived reliability gains.

Digital Products: Survey quarterly active users who've logged 15+ hours of usage via dashboard banner, focusing on customers whose workflows depend on consistent performance—these power users experience reliability issues most acutely and provide the signal that predicts churn risk.

How satisfied are you with the product's reliability? Product Survey Question

Question type

Primary metric

Answer scale variations

Follow-Up Questions

When to Use This Question

Related Questions