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📋 Customer Journey Question Bank

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🧠 1. Foundational (Pulse) Survey – Annual/Biannual

Goal

Understand how community aligns to customer needs, perceptions, and product journey stages.

Audience

All active users – product + community

Example Survey Structure:

Intro:
“Help us shape a better experience for you! This 5-minute survey helps us understand how the community supports your product journey — and where we can improve.”

Section 1: Product Journey Check-In

Which best describes your current stage with our product?
Just getting started
Confident and using regularly
Power user
Exploring new features
I’m not actively using the product
What are your top 2 goals with our product this year?

Section 2: Community Awareness & Value

How did you first hear about the community?
What was your first impression?
What best describes your current involvement in the community?
I browse only
I ask questions
I help others
I attend events/webinars
I’m not involved yet
What made you decide to (or not to) participate?

Section 3: Content & Support Experience

What do you typically come to the community for? (Select all that apply)
Peer advice
Troubleshooting
Learning how to use features
Sharing ideas or feedback
Event participation
Other: ______
How helpful have you found the community in achieving your product goals?
[Scale: 1–10]

Section 4: Advocacy & Feedback

Have you recommended the community to others?
Yes / No / Not yet, but I would
What would encourage you to participate more actively?
If you could change one thing about the community, what would it be?
Any other thoughts or feedback you’d like to share?

🔁 2. Recurring Micro Surveys – Quarterly or Trigger-Based

Goal: Gather agile, time-sensitive feedback based on member stage or activity.

Audience: Specific segments – new users, attendees, feature users, etc.

Format: 3–5 questions max

🔹 Onboarding Micro Survey (30 Days After Signup)

How clear was it to find community resources during your onboarding?
Very clear / Somewhat clear / Not clear
Which of these resources helped you the most?
Welcome discussion thread
Getting started guide
Product tutorials
None / I didn’t use any
What one thing would’ve made your first month better?
On a scale of 1–10, how supported did you feel during onboarding?

🔹 Post-Event Survey

What value did you get out of this event/webinar?
What was your biggest takeaway?
What would you like to see more of in future events?
Would you recommend this event to a peer?

🔹 Feature Rollout Survey

Did you try [Feature X]?
Yes / Not yet / I don’t plan to
If yes: How helpful was the community in helping you use this feature?
What questions did you have that weren’t answered?
Would you like to see a peer use-case shared in the community?

🌱 3. Embedded Feedback Loops – Always-On & Lightweight

Goal

Capture quick, contextual feedback at the point of experience.

Placement

Discussion threads, knowledge base articles, learning hubs, or post-checklist

✅ Quick Polls

Was this thread helpful?
👍 Yes / 👎 No
(Follow-up if “No”: “What was missing or unclear?”)
Did this resource help you solve your issue?
Yes / No / Partially
(Follow-up: “What else would’ve helped?”)

💬 Inline Questions (Optional Short Form)

How confident do you feel now that you’ve read/watched this?
1 (Not at all) → 5 (Very confident)
What other topics like this would you want us to cover?

📢 Sidebar/Popup Feedback Prompts

"We’re always improving – have 30 seconds to tell us what’s working or not?"
→ Link to 1–2 question form with rotating prompts like:

What’s one thing you wish you saw more of in this community?
What's something you've learned here that helped you in your role?