10 Jan 2025
|14 min
Website feedback survey
Create effective website feedback surveys with 15+ key questions, a ready-to-use template, and expert tips to gather insights and enhance user experience.
Your website isn’t just a digital presence – it’s where your audience forms opinions about your brand, builds trust, and decides whether to stay or move on.
But even with a slick design and killer content, something can still just feel off. Visitors leave before taking action, and engagement isn’t what you hoped for. It’s not just your users who aren’t clicking – maybe your strategy needs a closer look too.
More often than not, the key to understanding these challenges often lies in feedback from real users, gathered through methods like user testing or website testing.
By digging into their experiences, you can spot hidden roadblocks, make the changes that matter, and build a website that truly meets the needs of your audience.
This guide provides the tools, questions, and template to get you started.
Key takeaways
Feedback surveys are the foundation of great UX. They help you uncover user pain points and highlight areas where your design can improve.
Timing is everything. Collect quick customer satisfaction feedback right after an interaction, when users about to leave, or at regular intervals to get insights while their experience is still fresh.
Placement matters. Use surveys on key pages or add persistent feedback buttons to make it simple for users to share their thoughts.
Ask smart questions. Focus on navigation, design, technical performance, and overall satisfaction to get the answers that lead to real improvements.
Turn feedback into action. Use feedback to simplify navigation, improve usability, and make design decisions that align with your users’ needs.
Start listening to your users
Ready to uncover what your website visitors really think? Sign up to a free Lyssna plan and start gathering the feedback you need to build better user experiences. No credit card needed.
What are website usability surveys?
Website usability surveys help you understand how users interact with your site – and where they might be running into trouble. These surveys gather feedback using usability testing questions and concept testing questions on everything from how intuitive your navigation feels to whether your content meets expectations.
Unlike analytics, which tell you what users did, usability surveys focus on why they did it. For example, they might reveal that users abandon a form because it feels too long, or that a navigation menu is confusing because similar options are grouped together.
Deploy surveys at key points in the user journey – for example, after completing a task or when leaving your site – and gather qualitative feedback to guide smarter design decisions.
Why website feedback matters
Feedback surveys allow you to go beyond the data to understand the why behind user behaviors. By listening to your audience, you can prioritize changes that lead to better experiences – and measurable improvements.
Here are some of the reasons why it's important to gather ongoing feedback about your website.
Identify user pain points
Feedback surveys help pinpoint where where users are struggling, helping you prioritize the most pressing issues.
Spot recurring frustrations: Are users finding the layout intuitive? Do they get stuck during specific processes? Surveys help you zero in on specific moments causing friction.
Make smarter fixes: Understanding the root cause of issues means your efforts are targeted and effective. Tackle the root cause, and you’ll see satisfaction shoot up across the board.
Enhance usability
Good design doesn’t just happen – it’s informed by real-world input on how users interact with your website or product. Surveys help you gather feedback so you can refine usability for smoother journeys.
Simplify complex flows: If users mention confusion or hesitation, simplify processes like form submissions or checkouts to eliminate unnecessary steps.
Create intuitive designs: Learn how users naturally navigate your site and adjust elements like menus and buttons to match their expectations.
Inform design decisions
User feedback ensures your designs align with real-world expectations – saving time and effort in the long run.
Get alignment from the start: Surveys help you understand what users value most, so your design choices are grounded in their needs.
Avoid common pitfalls: Feedback can highlight trends or issues you hadn’t considered, allowing you to refine before launch.
Improve user satisfaction
When users feel understood, they’re more likely to have a positive experience – and to stick around.
Build trust: Solving issues based on user feedback shows that you’re listening, encouraging repeat visits.
Drive engagement: A smooth, enjoyable experience keeps users exploring your site and engaging with your content.
Increase conversion rates
Addressing barriers helps users complete desired actions, boosting your site’s effectiveness.
Fix overlooked obstacles: Confusing calls-to-actions or cluttered layouts can be enough to derail conversions. Surveys help to reveal these unseen barriers.
Guide users with purpose: Streamlined user flows make it easier for users to complete tasks efficiently, leading to better outcomes for both them and your business.
Enhance accessibility
Accessible design benefits all users and ensures your website is inclusive. Feedback surveys can help identify gaps in accessibility.
Spot accessibility gaps: Feedback can highlight issues like missing alt text or poor color contrast, which can exclude users.
Expand inclusivity: Addressing these concerns creates a mroe welcoming experience for everyone.
Reduce bounce rates
Feedback helps identify why users leave – and gives you the insights to fix it.
Identify problem pages: Whether users leave after a single click or abandon a process halfway through, surveys can help to pinpoint where and why this happens.
Encourage longer stays: Addressing these issues helps visitors stay engaged and explore more of your site.
Best time to take feedback on website experience
Timing can make or break the quality of the feedback you gather. Ask too soon, and users might not have enough to say. Ask too late, and their impressions could be long forgotten. Catch them at just the right moment, though, and you’ll unlock the data you need to guide smarter decisions.
Post-interaction
The best time to get feedback? Right after a user completes an action. That’s when their experience is sharp and their memory fresh.
Did they just sign up for your newsletter? Ask them, “Was the process straightforward?”
After a purchase, try, “What worked well for you during checkout?”
These moments are golden because they capture the highs and lows while they’re still top of mind.
During exit intent
When a user signals they’re about to leave – like moving their cursor toward the "close" button – you have a short window to find out why.
“What were you hoping to find today?”
“What made you decide to leave?”
These questions can reveal frustrations or unmet needs that might otherwise stay hidden. It’s a chance to turn lost opportunities into opportunities to improve.
At periodic intervals
For your loyal users, think about their long-term activity. Periodic surveys, sent after a few visits or interactions, can show how satisfaction evolves over time.
Is the experience consistently good, or are there signs of friction?
Are there recurring patterns in the feedback that hint at a larger issue?
Timing these surveys thoughtfully helps you uncover trends and stay ahead of problems before they grow.
Where to collect website feedback
Timing is important, but so is placement. A survey in the wrong place can disrupt the flow of the experience, but put it in the right spot, and it feels seamless – even helpful.
On key pages
Focus on high-stakes pages where users make decisions, like product pages or sign-up forms.
On a pricing page, ask: “Is there any information missing that would help you decide?”
On a product page, try: “Did this page answer your questions about the product?”
These questions give you a clear picture of what’s missing – and what might cost you conversions.
Embedded in the user journey
Short surveys appearing naturally within the user flow feel less intrusive and more relevant.
After completing a transaction, ask: “How would you rate this process?”
During sign-up, include: “What could have made this easier for you?”
These embedded surveys are quick and effective because they meet users where they are.
Persistent feedback buttons
Sometimes, users want to share feedback on their own terms. A “Give Feedback” button in the corner of your site lets them voice their thoughts when they’re ready.
Did they find something confusing? They can let you know.
Do they have a suggestion? They can submit it without waiting to be asked.
This approach captures spontaneous feedback that might otherwise slip through the cracks.
During key drop-off points
Analytics help you identify where users drop off or face challenges. These are the moments to step in with targeted surveys.
If users abandon a form halfway through, ask: “What stopped you from finishing?”
If bounce rates are high on a specific page, try: “What were you expecting to find here?”
The best surveys don’t interrupt – they enhance. When you ask at the right time and place, you make feedback feel like a natural part of the experience.
20 website feedback survey questions to ask
When it comes to improving design and user experience, the right questions are everything. Effective surveys rely on well-crafted research questions to uncover the specifics of what works – and what doesn’t. Here are 20 targeted questions to help you gather valuable feedback about your website’s design and UX.
Navigation and usability
How easy was it to navigate our website? This question reveals how well your site’s navigation aligns with user expectations – and where it might fall short.
Did you find the information you were looking for without difficulty? Content organization matters. This feedback shows whether users can locate what they need quickly or if your structure needs fine-tuning.
Were any parts of the website confusing or unclear? Please specify. Confusion leads to frustration. This question helps you pinpoint the exact areas that leave users scratching their heads.
Was the search functionality helpful and accurate? If users can’t find what they’re looking for, they’ll leave. This question evaluates whether your search feature is pulling its weight.
How intuitive was the process of completing a purchase or form submission? Transactions should feel seamless. Use this feedback to uncover stumbling blocks in your checkout or form processes.
Visual design and aesthetics
How visually appealing do you find our website design? First impressions count. This question measures how users feel about the overall look and feel of your site.
Is the website layout intuitive and user-friendly? The best designs are the ones you don’t have to think about. Find out if your layout feels natural to navigate.
Are the fonts and colors used on our website comfortable to read? Clarity is king. This question ensures your design choices aren’t getting in the way of your content.
Did you find the images and multimedia engaging and relevant? Visuals should add value, not clutter. Learn if your multimedia content enhances the user experience or misses the mark.
Did you feel that the website's design reflects our brand effectively? A strong brand connection builds trust. This question helps you understand whether your design resonates with your audience.
Performance and technical aspects
How satisfied are you with the loading speed of our pages? Speed matters – and users notice. This question highlights performance issues that might frustrate visitors.
Did you encounter any broken links or errors? Nothing derails trust faster than a broken link. This question uncovers technical hiccups you need to address.
How well does our website function on your mobile device? Mobile usability is non-negotiable. Get insights into how your site performs on the go.
Did you experience any issues with interactive elements (e.g. buttons, links)? Buttons that don’t respond and links that don’t work can kill the experience. Find out where users run into trouble.
Were there any features or functionalities you expected but couldn't find? This question sheds light on what users hope to see – and what might be missing from your site.
Overall satisfaction and suggestions
How likely are you to recommend our website to a friend or colleague? Word of mouth is powerful. This question gauges overall satisfaction and your net promoter score (NPS).
What did you like most about our website's design? Celebrate your wins. This feedback shows what’s working so you can keep doing it.
What improvements would you suggest for our website's design or layout? Fresh ideas can come straight from your users. Use this question to gather actionable suggestions.
How satisfied are you with the website's accessibility features? Accessibility is a critical part of good design. Find out if you’re meeting users’ needs – or falling short.
Do you have any additional comments or suggestions regarding your user experience? Open-ended feedback can uncover insights you didn’t think to ask about. Keep the door open for ideas.
Want to gather feedback about how users experience your website? Use our ready-made website feedback survey template!
This template will help you discover:
Where users get stuck in your website's navigation.
If your design and content resonate with users.
Technical problems affecting the user experience.
What matters most to users and where to make improvements.
Closing the feedback loop: build a website your users love
When you seek feedback, you’re not just collecting opinions – you’re building a relationship, showing your audience that their voice shapes what you do.
At Lyssna, we give you the tools to turn those conversations into action. To adapt. To create something better. This isn’t about perfection – it’s about progress. Start small, listen often, and refine relentlessly.
The results? Trust, loyalty, and engagement that lasts.
Pete Martin is a content writer for a host of B2B SaaS companies, as well as being a contributing writer for Scalerrs, a SaaS SEO agency. Away from the keyboard, he’s an avid reader (history, psychology, biography, and fiction), and a long-suffering Newcastle United fan.
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Don't let valuable user insights slip away. Start collecting website feedback today with Lyssna's free plan and make data-driven improvements that your visitors will love.
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