Sign in questions that show where users get locked out
Ask users how getting into their account went, from the method they used to the error they saw. Each question below comes with when to ask it and what the answer tells you.
What login and sign in survey questions tell you
Login and sign in survey questions ask users how getting into their account went: how they signed in, whether they had to reset a password, what went wrong and how they would rather prove who they are. A user who can't get in can't use anything else, and these answers show where the door sticks before it turns into support tickets.
Ask right after a user signs in, with a popup on the first page they land on, or after a password reset. Keep it to two or three questions, and show the error questions only to users who had trouble. Leave the sign in page itself alone, so the survey never stands between a user and their account.
Each written answer gets a category, a theme, a type such as bug or complaint and a sentiment, so a code email that never arrives shows up apart from a dislike of passwords. Results shows the median minutes users took to get back in, a number to follow after you change the sign in flow.
- Questions
- 12
- Best asked
- Right after the user signs in
- Industry
- Any business
- Where to find them
- From library in the Usertick survey editor, on every plan
The 12 account and sign in questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How signing in went
Measure the effort and the method first, then how long a locked out user took to get back in.
- 01Customer effort
How easy was it to get into your account today?
A customer effort score for getting in today, on a 7 point scale. Results shows the average and the share who found it easy, and selecting a low score shows which method those users chose.
- 02Multiple choice
How did you sign in?
The sign in method the user chose. Results shows each share in a donut, and selecting one filters the page, so you can compare effort across passwords, codes and single sign on.
- 03Yes / No
Did you have to reset your password?
Whether the user had to reset a password. Add logic so a Yes leads to the minutes question, and read it next to the method they used.
- 09Ruler
How many minutes did it take to get back into your account?
Minutes it took to get back into the account, up to 30. Results shows the median and the middle half, a fair number when a few users took far longer.
- 08Big scale
How much does signing in get in your way?
How much signing in gets in the way, on a 1 to 10 scale. Results shows the average and a column per step, and answers piled at the top end point to a step to remove.
What went wrong
Find the failure, check that your error messages helped and capture the screen users saw.
- 04Multiple choice
What has gone wrong when signing in?
Every sign in problem the user has had. Results shows bars with each share, so you can see whether missing codes or locked accounts cause the most trouble.
- 05Stars
How clear were the messages when something went wrong?
Rates how clear your error messages were, in five stars. Show it only to users who had a problem, and rewrite the messages behind the lowest ratings first.
- 11Text
What is annoying about signing in?
What annoys the user about signing in. Each answer gets a theme, so complaints about codes, expiring sessions and passwords sort apart.
- 12Screenshot
Capture the error you saw when signing in
Lets the user capture the error they saw. Ask users in the question text to keep passwords and codes out of the picture. Results shows a gallery. Screenshot is on every plan, 1 per survey on Free.
How users would rather sign in
These show which methods users prefer and how they share access, before you change your sign in options.
- 06Dropdown
How would you rather prove it is you?
How the user would rather prove who they are. Results shows each share, which helps before you add an authenticator app, fingerprint and face sign in or email links.
- 10This or that
Which would you rather use?
A password the user remembers against a code each time. The split bar shows which way your users lean, before you change the default.
- 07Yes / No
Do several people share this account?
Whether several people share one account. A Yes points to a need for separate logins or team seats, and it can explain some lockouts.
Tips for asking about account and sign in
Small choices that get honest, useful answers.
- 01
Ask after the user is in
Show the survey on the first page after sign in, so it never stands between a user and their account.
- 02
Keep it to two or three questions
Users came to do something else. Ask the effort score and one follow-up, and save the rest for users who had trouble.
- 03
Show error questions only after trouble
Use logic so the error, minutes and screenshot questions appear only for users who had a problem.
- 04
Keep secrets out of answers
Tell users in the question text to leave out passwords and codes, in written answers and screenshots alike.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about account and sign in
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Right after a user signs in, on the first page they reach, or after a password reset. From Starter, or on 1 survey on Free, a custom event from your code can show the survey at that moment.
Yes. From Starter, or on 1 survey on Free, a custom event from your code can open the survey after a password reset, and logic skips the error questions for everyone else.
Two or three. Ask the effort score, what went wrong and, for users who had trouble, one open question.
Usertick surveys run on websites and in web apps. A phone app can open the survey's link, for example after a user signs in.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
Listen better, act faster, and build what truly matters.
Start free, see what your customers mean, and get each answer to the person who can act on it.
- 150 responses a month on Free
- Every channel and AI analysis
- No card needed