Credit score questions that show what customers don't understand
Ask customers how they follow their credit score, what moves it and how useful your tips are. Each question below comes with when to ask it and what the answer tells you.
What credit score survey questions tell you
Credit score survey questions ask customers how often they check, how well they understand what moves the number, what they have done to build it and whether your report and tips help. For a bank, a card issuer or a credit tool, the answers show where customers are confused and what they hope a better score will get them.
Ask after a customer views their score in your online banking, or a week after the score changes. Show the survey as a side button or inside the score page with a delay trigger, or send it by email, and pick four to six questions.
Written answers get a category, a theme, a type and a sentiment, and each response an urgency, so a customer reporting a mistake on their report reaches the right team. Give each response an owner and a status in the inbox, and open a ticket in Zendesk or Intercom.
- Questions
- 14
- Best asked
- After a customer views their score
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 credit scores questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How customers follow their score
Ask whether and how often customers check, how easy it is with you and what they hope the score will get them.
- 01Yes / No
Do you check your credit score?
A first yes or no. Use logic so customers who never check skip ahead to what they don't understand about scores.
- 02Multiple choice
How often do you look at it?
How often the customer looks, from every month to never. Select Only before applying for something in Results to read the answers of customers who check under pressure.
- 07Customer effort
How easy is it to see your score with us?
How easy it is to see the score in your app or website. Results shows the average and the share who found it easy; low scores point at where the score sits.
- 08Dropdown
What are you hoping your score will help you get?
What the customer hopes the score will help with, from a mortgage to a phone plan. The shares in Results show which products to suggest next to the score.
What customers understand
Measure understanding and fairness, then let customers say what makes no sense and what happened when the score dropped.
- 03Big scale
How well do you understand what moves your score?
Understanding of what moves the score, on a 1 to 10 scale. Results shows the average and a column per step; the low columns tell you which customers need the tips most.
- 05Text
What about credit scores makes no sense to you?
The open question on what makes no sense. Answers arrive with a theme, which gives your help content a list of real questions in the customers' words.
- 11Text
What happened the last time your score dropped?
What happened the last time the score dropped. These stories show whether customers knew why, and whether your alerts reached them in time.
- 13Mood dial
How fair does your credit score feel?
How fair the score feels, on a mood dial. Results shows the faces with each share; read it beside the understanding score to see whether confusion drives the unhappy faces.
Building the score
Learn what customers have done, how many applications they made and whether your tips help, before you rewrite the advice next to the score.
- 04Multiple choice
What have you done to build your score?
What the customer has done to build the score, with Nothing yet. The bars show which habits are common and which tips customers haven't tried.
- 12Number
How many credit applications have you made this year?
Credit applications this year, typed as a number. Results shows the median and the middle half; select a high range to read those customers' understanding scores.
- 09Stars
How useful are the tips that come with your score?
Stars for the tips that come with the score. Results shows the average and the share who rated 4 or higher; ask it again after you rewrite the tips.
The credit report itself
Rate the report and catch mistakes customers found, and keep consent for a credit check in your own application flow.
- 10Matrix
Rate the credit report on each
Accuracy, clarity, how often it updates and how changes are explained, in one grid. The heat map shows which part of the report customers rate lowest.
- 06Yes / No
Have you ever found a mistake on your credit report?
Whether the customer has found a mistake. Select Yes in Results and give each response an owner, so someone explains how to dispute it.
- 14Consent
May we check your credit file for this quote?
A consent request for a credit check. It belongs in a quote or application flow with your own compliance wording, so leave it out of a feedback survey about scores.
Tips for asking about credit scores
Small choices that get honest, useful answers.
- 01
Ask after a score view
Show the survey on the score page with a delay or time on site trigger, so customers answer right after they have looked.
- 02
Write tips in customers' words
Read the answers on what makes no sense before you write new tips, and reuse the phrases customers use.
- 03
Act on reported mistakes
Give every report of a mistake an owner in the inbox, and point the customer to the steps for a dispute.
- 04
Keep credit checks out of surveys
Ask for consent to a credit check in your application flow. In a survey, it can make customers wonder what their answers set off.
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 credit scores
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
After a customer views their score, or a week after it changes. On your website, show the survey on the score page with a delay or time on site trigger.
Four to six. Start with how often they check, ask how well they understand the score and what they have done to build it, and end with the open question.
Yes. From Starter, target the website survey by a user trait you pass in, such as a recent drop, or send the email to a contact list of those customers.
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.
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