# Help center usefulness survey

Learn whether a help article enabled the next action.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Did this article answer the question you arrived with?

Answer: ____________________

## 2. Which instruction was missing or unclear?

Answer: ____________________

## 3. What did you do after reading it?

Answer: ____________________

## 4. Which screenshot or example would make the steps clearer?

Answer: ____________________

## 5. Did you need another support channel afterward?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Anchor usefulness to the question that brought the reader to the article rather than the article's general quality.
2. Locate the missing or unclear step so a revision can address the actual obstacle.
3. Distinguish successful task completion from seeking another resource; reading to the end does not establish success.
4. Identify the point where an image or example would help instead of adding screenshots indiscriminately.
5. Measure whether another channel was needed without assuming that every escalation indicates a failed article.

Interpretation caution: A page view or thumbs-up alone cannot prove task completion.


## Illustrative finding and follow-up

Observation: Example readers understand the concept but cannot identify the corresponding control.

Action to test: Add an accurate annotated interface example and link to the next troubleshooting step.

Follow-up: After testing the action, revisit this original observation: Example readers understand the concept but cannot identify the corresponding control. 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.