Which resource were you searching for?
Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: customers search training pages for setup checklists.
Customer experience / Survey guide
Customer experience · Practical survey guide
Customer resource discovery survey
Find useful resources customers cannot locate.
Opens product registration. Example questions are not imported automatically.
WHAT TO READ · WHAT TO TEST
Observation
Customers search training pages for setup checklists.
Interpretation boundary
Do not equate resource downloads with successful use.
Next experiment
Cross-link setup resources from training navigation.
Illustrative scenario. These are not real response counts or findings.
A useful starting point
Questions to understand the actual experience.
Find useful resources customers cannot locate. Use the prompts relevant to your audience and allow people to skip situations they did not encounter. Keep response handling consistent with what you explain in the invitation.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
Where did you expect to find it?
Expected resource locations reveal a mismatch between customer terminology and the information structure. Improve labels or cross-links for the relevant task, without interpreting an individual navigation preference as a universal design requirement.
What label would make it easier to locate?
Turn the requested improvement into a testable next step. One illustrative action is: cross-link setup resources from training navigation.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. Which resource were you searching for? Where did you expect to find it? What label would make it easier to locate?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Keep the finding specific
Customers search training pages for setup checklists.
Choose an action to test
Cross-link setup resources from training navigation.
Check the experience again
After trying the change, repeat “Which resource were you searching for?” with people who experienced it. Check whether they still describe the original issue: customers search training pages for setup checklists. Compare explanations and sample context, rather than claiming the change caused an improvement.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| Which resource were you searching for? | Optional short text | Retain the specific point or condition described; avoid replacing it with an unexplained rating. |
| Where did you expect to find it? | Optional written explanation | Keep context that distinguishes different experiences. Do not equate resource downloads with successful use. |
| What label would make it easier to locate? | Optional improvement suggestion | Keep the suggested change separate from whether it has been tested. Cross-link setup resources from training navigation. |
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
Check what your wording assumes.
Would you agree that everything about customer resource discovery was clear and easy?
Which resource were you searching for?
The first wording combines an assumed positive outcome with two different judgments. The revised prompt asks about a specific experience and permits an inconvenient or uncertain answer.
From question to next step
Make the feedback useful.
Set the decision
Start with the decision: Find useful resources customers cannot locate.
Invite relevant voices
Invite people with relevant experience. Ask after someone has encountered the situation described in “Which resource were you searching for?”, while they can still recall the details. For material testing, show the actual draft first; for planning, ask before the next relevant activity.
Choose an action
Cross-link setup resources from training navigation.
Read the answers carefully
Keep the conclusion within the evidence.
Do not equate resource downloads with successful use.
Customers search training pages for setup checklists. This is a synthetic example, not a customer result. Do not equate resource downloads with successful use.
Before you send it
Questions, answered.
Who should receive this questionnaire?
Customers and service owners involved in the described interaction. Ask only about steps each person encountered; do not treat a voluntary response sample as representative.
When should I ask these questions?
Ask after someone has encountered the situation described in “Which resource were you searching for?”, while they can still recall the details. For material testing, show the actual draft first; for planning, ask before the next relevant activity.
What should I investigate in the answers?
Customers search training pages for setup checklists. This is an illustrative pattern to look for, not a claim about your respondents. Do not equate resource downloads with successful use.
What would a practical follow-up look like?
Cross-link setup resources from training navigation. After trying the change, repeat “Which resource were you searching for?” with people who experienced it. Check whether they still describe the original issue: customers search training pages for setup checklists. Compare explanations and sample context, rather than claiming the change caused an improvement.
How should I ask “Where did you expect to find it?”?
Expected resource locations reveal a mismatch between customer terminology and the information structure. Improve labels or cross-links for the relevant task, without interpreting an individual navigation preference as a universal design requirement. Use an optional written explanation when predefined choices would hide relevant context.
Can I use the questions in SurveyTeams?
Copy the prompts or download TXT, CSV, JSON, or a Markdown worksheet, then adapt them in your own survey. The CTA opens registration; it does not import this example automatically. Verify available features in your account.
Build with SurveyTeams
Draft your own customer resource discovery questionnaire.
Use these examples to draft your questionnaire. Create a survey draft, add questions, and check the respondent preview in SurveyTeams. Additional features depend on your account and plan.
Create your survey in SurveyTeams
Opens product registration. Example questions are not imported automatically.
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