Set the decision
Write down the decision you want this questionnaire to support: understand whether a product community supports customers' practical questions.
Customer experience / Survey guide
Customer experience · Practical field guide
Customer community participation survey
Understand whether a product community supports customers' practical questions.
Opens product registration. Example questions are not imported automatically.
ILLUSTRATIVE FINDING → ACTION
What people might say
Example members read discussions but cannot find a clear place to ask a first question.
What you could investigate
Make the introductory question route and relevant topic areas visible.
Synthetic scenario, not a customer result.
From question to next step
Make the feedback useful.
Invite relevant voices
Invite people who experienced the relevant situation. Explain response handling and include an optional skip or not-applicable route. Customer community participation does not prove product adoption.
Choose an action
Make the introductory question route and relevant topic areas visible.
Read the answers carefully
What the answers cannot tell you.
Customer community participation does not prove product adoption.
Example members read discussions but cannot find a clear place to ask a first question. This is an illustrative interpretation problem rather than a real customer result. Make the introductory question route and relevant topic areas visible.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Keep the finding specific
Example members read discussions but cannot find a clear place to ask a first question.
Choose an action to test
Make the introductory question route and relevant topic areas visible.
Check the experience again
After testing the action, revisit this original observation: Example members read discussions but cannot find a clear place to ask a first question. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
A useful starting point
A questionnaire for customer community participation.
Understand whether a product community supports customers' practical questions. Choose the questions that fit the experience you are investigating; avoid asking people to evaluate a step they did not encounter.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
What brought you to the customer community?
Joining motives distinguish customers seeking an answer, shared practice or peer contact. Use that context to evaluate community support instead of assuming participation demonstrates wider product adoption.
Could you find a relevant discussion?
Finding a relevant discussion tests whether community navigation matches a customer's immediate problem. Inspect missing terms or categories before concluding that no useful knowledge exists in the community.
What would make contributing easier?
Contribution barriers can arise from uncertainty about relevance, response expectations or posting rules. Improve the identified entry point while keeping participation optional and avoiding pressure to disclose private work.
Which resource should be easier to find?
A hard-to-find resource reveals a navigation need beyond discussion threads. Identify its intended task and discovery route before reorganizing the library or duplicating existing material.
What kind of response would make participation useful?
Response expectations clarify whether contributors need acknowledgment, a practical answer or a referral. Set realistic community expectations; a preference for replies does not guarantee staff availability.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. What brought you to the customer community? Could you find a relevant discussion? What would make contributing easier? Which resource should be easier to find? What kind of response would make participation useful?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
Before you send it
Check what your wording assumes.
Would you agree that customer community participation was a completely positive experience?
What brought you to the customer community?
The initial wording assumes a positive evaluation. The revised question asks about the actual situation so a respondent can describe difficulty, uncertainty, or a different experience.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| What brought you to the customer community? | Short open text | Let people explain the experience in their own words. Review this answer for: what brought you to the customer community. |
| Could you find a relevant discussion? | Short open text | Let people explain the experience in their own words. Review this answer for: could you find a relevant discussion. |
| What would make contributing easier? | Short open text | Let people explain the experience in their own words. Review this answer for: what would make contributing easier. |
| Which resource should be easier to find? | Short open text | Let people explain the experience in their own words. Review this answer for: which resource should be easier to find. |
| What kind of response would make participation useful? | Short open text | Let people explain the experience in their own words. Review this answer for: what kind of response would make participation useful. |
Make questions optional where appropriate. If you add a rating scale, label its endpoints, keep one idea per question, and retain a follow-up for reasons. These examples are not a validated measurement instrument.
Before you send it
Questions, answered.
What should I learn from this customer community participation questionnaire?
Understand whether a product community supports customers' practical questions. Start with one decision you can act on rather than using the survey to confirm a preferred answer.
How should I interpret answers to “Could you find a relevant discussion?”?
Read this answer for the concrete issue behind the response. Customer community participation does not prove product adoption. Compare specific explanations instead of reducing every response to one average.
What would a practical next action look like?
Make the introductory question route and relevant topic areas visible. This is an example action to investigate, not a guaranteed improvement.
When should I send this questionnaire?
Ask after respondents have experienced the specific situation in the first prompt: “What brought you to the customer community?” Allow enough time after a proposed change for people to experience it before repeating the questionnaire.
What should I check after changing the process?
After testing the action, revisit this original observation: Example members read discussions but cannot find a clear place to ask a first question. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
Can I use these questions in SurveyTeams?
Copy the questions or download TXT, CSV, JSON, or a Markdown worksheet and adapt them in your own survey. The product CTA opens registration and does not import the example. Verify the features and terms available in your account.
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Opens product registration. Example questions are not imported automatically.
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