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Help article feedback survey template

Learn which help articles work, at the end of every page

Four questions at the foot of each help article: whether it helped, what could be better, which format readers prefer and what they were trying to do. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this help article feedback survey tells you

A help article feedback survey asks readers, the moment they finish, whether the page answered their question. This template starts with Was this article helpful?, then asks what could be better, whether video or written steps help more, and what the reader was trying to do. It takes about a minute, and every question after the first is optional.

It is written for the bottom of every article in your help center, inside the page, where it shows as soon as the page loads and sits after the last paragraph. The same survey can open as a popup when a reader finishes reading, from Pro, or go out as a link in a support reply that points to an article.

Every written answer is read as it arrives and filed under a category such as support, ease of use or features and gaps, with a type, so a missing topic and a broken step come apart. Results shows the share of readers the articles helped and the share of each problem, and each answer keeps the address of the article it came from.

On your websiteAs a linkIn an emailAs a conversation
Questions
4
Time to answer
About a minute
Written for
Inside the page, at the end of every help article
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Yes / No

Was this article helpful?

Why ask it
One tap at the end of the page is the easiest question a reader will answer, and it gives every article a simple helped or didn't help.
What you learn
The share that said yes, compared with the period before. Select No to see what those readers said could be better and what they were trying to do.
Make it yours
If you want satisfied readers done in two taps, add a rule so a Yes goes straight to question 4.
Question 2 of 4 · Multiple choice · Optional

What could be better?

Why ask it
The options name the usual faults of a help article: missing information, hard to follow, out of date, or in need of examples or screenshots. Readers can pick several.
What you learn
Bars with the share and count of each problem, with typed Other answers listed, compared with the period before, so you see whether outdated pages or hard ones are the larger task.
Make it yours
On every plan, a workflow can post every Out of date answer to your docs channel in Slack with the article address, so the page owner updates it.
Question 3 of 4 · This or that · Optional

Which format helps you more?

Why ask it
The format question tells you where to spend writing and recording time. Readers who prefer video may still skim the steps, and the split shows the balance.
What you learn
A split bar with the share for video and the share for written steps, compared with the period before.
Make it yours
Add pairs for the other choices you face, such as one long page or several short ones, since a this or that question can hold several pairs.
Question 4 of 4 · Text · Optional

What were you trying to do?

Why ask it
The task behind the visit shows whether the reader landed on the right article at all. A No on an accurate article can mean the reader needed a different page.
What you learn
Usertick reads each answer and files it under a category and a theme from your list, so tasks with no article yet show as themes of their own, with their trends.
Make it yours
Turn the tasks that come up most without a matching article into your next help pages.

What the answers show

Results turns each question into numbers you can follow week by week.

What could be better?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Help article feedback in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Embed it after the last paragraph

    Place the survey inside the page with a CSS selector for your article body, so it sits after the text on every article. Embedded surveys have no close button and show as soon as the page loads.

  2. 02

    Show it on every article

    Set the show frequency to every visit, so readers who answered on one article still see the survey on the next one.

  3. 03

    Limit it to help pages

    Use a page rule such as /help/* so the survey appears only on articles, and never on your pricing page or in your app.

  4. 04

    Rank articles by No answers

    On every plan, add each answer to a Google Sheet with its page address, then sort by article to find the pages with the most No answers.

Customer supportSaaS surveysWebsite surveysTrial and conversion questions

More support templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
SupportAfter an incidentMeasure how an outage affected customers and how well you communicated during it. Send it once the incident report is published.
ProductProduct feedbackGive users one place to share what they think of the product, sorted by area so it reaches the right team. Run it as an always-on feedback button inside your app.
OnboardingOnboarding feedbackLearn how the first steps in your product felt, what new users came to do and where they got stuck. Trigger it when someone finishes setup or on their third day.
ChurnCancellation surveyUnderstand why customers cancel, so you can fix the biggest reasons first. Show it in the cancel flow, just before the final confirmation.

Frequently asked questions

At the end of each article, inside the page, so readers see it after they read. A popup over an article hides the text the reader came for.

Yes. Each answer keeps the address of the page it came from, and workflow messages, Google Sheets rows and webhooks include it, so you can route or sort answers by article.

Give each response an owner and a status in the inbox, and update the articles that collect the most answers first. A workflow can post them to a channel the docs owner reads.

Yes, when the Usertick script is on your own domain or one of its subdomains. A help center that runs only on a vendor's address can't show it, so use the survey link in your support replies there.

One required question and a few optional ones. This template asks four, and a reader in a hurry can skip the last three and submit.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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  • 150 responses a month on Free
  • Every channel and AI analysis
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