Keep the finding specific
Illustrative employees learn about a document requirement after submitting a claim.
Operations and internal services / Survey guide
Operations and internal services · Practical field guide
Expense claim process survey
Find unclear requirements in submitting and tracking an expense claim.
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ILLUSTRATIVE QUESTIONNAIRE5 prompts
Try the first three questions here. Nothing is submitted or saved.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Choose an action to test
Explain required documentation before submission and clarify status messages.
Check the experience again
After testing the action, revisit this original observation: Illustrative employees learn about a document requirement after submitting a claim. 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.
Read the answers carefully
What the answers cannot tell you.
Do not collect bank details or receipts containing unnecessary personal data.
Illustrative employees learn about a document requirement after submitting a claim. This is an illustrative interpretation problem rather than a real customer result. Explain required documentation before submission and clarify status messages.
From question to next step
Make the feedback useful.
Set the decision
Write down the decision you want this questionnaire to support: find unclear requirements in submitting and tracking an expense claim.
Invite relevant voices
Invite people who experienced the relevant situation. Explain response handling and include an optional skip or not-applicable route. Do not collect bank details or receipts containing unnecessary personal data.
Choose an action
Explain required documentation before submission and clarify status messages.
A useful starting point
A questionnaire for expense claim process.
Find unclear requirements in submitting and tracking an expense claim. 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.
Were eligible items and required documents clear?
Eligibility and documentation understanding affects whether employees can prepare a valid claim. Clarify the specific requirement against approved policy without requesting bank information or unnecessary receipt details.
Which submission step caused confusion?
Submission confusion identifies a step where employees cannot translate requirements into an accepted request. Inspect field guidance and document instructions before assuming a rejection means the policy was misunderstood.
Could you find the claim status?
Status discovery determines whether employees can distinguish received, under review and completed claims. Improve the actual tracking route without promising approval or a payment date that is not confirmed.
What explanation would help after a rejected item?
A rejected item needs an explanation linking the decision to an applicable requirement. Identify what clarification would support a permitted next step without collecting confidential financial records.
What should be clearer before spending occurs?
Prespending gaps reveal policy information employees need before incurring a cost. Publish verified eligibility and approval guidance rather than treating a submitted claim as evidence that spending was authorized.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. Were eligible items and required documents clear? Which submission step caused confusion? Could you find the claim status? What explanation would help after a rejected item? What should be clearer before spending occurs?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| Were eligible items and required documents clear? | Short open text | Let people explain the experience in their own words. Review this answer for: were eligible items and required documents clear. |
| Which submission step caused confusion? | Short open text | Let people explain the experience in their own words. Review this answer for: which submission step caused confusion. |
| Could you find the claim status? | Short open text | Let people explain the experience in their own words. Review this answer for: could you find the claim status. |
| What explanation would help after a rejected item? | Short open text | Let people explain the experience in their own words. Review this answer for: what explanation would help after a rejected item. |
| What should be clearer before spending occurs? | Short open text | Let people explain the experience in their own words. Review this answer for: what should be clearer before spending occurs. |
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 expense claim process was a completely positive experience?
Were eligible items and required documents clear?
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.
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Learn about the product ↗Before you send it
Questions, answered.
What should I learn from this expense claim process questionnaire?
Find unclear requirements in submitting and tracking an expense claim. Start with one decision you can act on rather than using the survey to confirm a preferred answer.
How should I interpret answers to “Which submission step caused confusion?”?
Read this answer for the concrete issue behind the response. Do not collect bank details or receipts containing unnecessary personal data. Compare specific explanations instead of reducing every response to one average.
What would a practical next action look like?
Explain required documentation before submission and clarify status messages. 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: “Were eligible items and required documents clear?” 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: Illustrative employees learn about a document requirement after submitting a claim. 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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