Was this information useful? Product Survey Question

Measure content effectiveness in real-time and quickly identify which information resonates with users to optimize your knowledge base and reduce support tickets.

Question type

Yes/No binary choice

Primary metric

CSAT (Customer Satisfaction Score)

Answer scale variations

Follow-Up Questions

Understanding what makes information useful (or not) requires digging deeper than a simple thumbs up or down. These follow-up questions help you identify specific gaps in your content and understand what would make it more valuable to your users.

This open-ended question captures the "why" behind the rating—whether users found it too basic, too technical, incomplete, or exactly what they needed.

Knowing what users expected to find helps you identify content gaps and prioritize what to add or expand in your documentation.

This reveals specific improvements you can make to format and presentation, turning okay content into genuinely helpful resources.

When to Use This Question

SaaS Products: Ask immediately after users access help documentation, knowledge base articles, or in-app tooltips using an inline widget below the content, because this captures utility while the information's impact is fresh and helps you identify which resources actually solve problems versus which need improvement.

E-commerce: Trigger within 24 hours of customer service interactions or after shoppers view sizing guides, product care instructions, or return policy pages via targeted email or exit-intent popup, because this reveals whether your support materials are reducing friction in the purchase journey or creating new confusion points that drive cart abandonment.

Mobile Apps: Display immediately after users complete onboarding tutorials, view feature walkthroughs, or access contextual help screens using an in-app modal that appears once per session, because mobile users have zero patience for unclear guidance and this feedback directly correlates with feature adoption rates and early churn prevention.

Web Apps: Present right after users interact with error messages, validation feedback, or tooltips during critical workflows through a slide-in panel from the bottom corner, because understanding whether your microcopy actually helps users recover from mistakes versus causing frustration is essential for reducing support tickets and improving task completion rates.

Digital Products: Show within 2-3 days after customers download templates, access educational content, or use setup wizards via in-product notification or follow-up email, because this timing catches users while they're actively implementing what they learned, giving you insight into whether your enablement materials drive successful outcomes or leave customers stuck and likely to request refunds.

Related Questions

• Did you find what you were looking for using the search?
• Was this article helpful?
• Did this feature work as expected?
• Was the checkout process easy?
• Did you accomplish what you came here to do?
• Did this solve your problem?
• Was this page helpful?
• Was the setup process clear?
• Did this answer your question?
• Was this tutorial easy to follow?
• Did this feature meet your expectations?
• Was the import successful?
• Did you get what you needed?
• Was this documentation clear?
• Did this workflow make sense?
• Did this tool do what you expected?
• Did we meet your expectations?
• Did our product meet your expectations?
• Did our service meet your expectations?
• Was your issue resolved to your satisfaction?
• Did we resolve your issue on first contact?
• Was the support agent polite and respectful?