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Findability survey template

Find out if shoppers find it, and what you don't stock yet

Four questions for shoppers browsing your store: whether they found what they came for, how they looked, how easy the store was to get around and what they couldn't find. Show it after two minutes of browsing or as they leave, and Usertick reads every written answer for you.

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What this findability survey tells you

A findability survey asks shoppers whether your store helped them find what they came for, and if not, what got in the way. This template asks four questions in about a minute: a yes or no on finding it, which tools they used to look, an effort score for getting around the store and an open question about what you don't have.

It is written for a popup that opens after two minutes of browsing or when a shopper moves to leave, so it reaches people mid-search and people giving up. Time on site and exit intent work on every plan, and on touch screens exit intent is a fast scroll back to the top. From Pro, the Can't find it smart trigger opens it when a shopper jumps between pages quickly or searches a second time.

Every written answer and typed Other is read as it arrives and filed under a category from your list, such as finding products or stock and availability, with a type and an urgency. Results shows the share who found what they wanted, the tools they used and the navigation score, and the open answers become a list of products and searches to add.

On your websiteAs a linkIn an emailAs a conversation
Questions
4
Time to answer
About a minute
Written for
A popup after two minutes of browsing, or as the shopper leaves
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

Did you find what you were looking for today?

Why ask it
Helping shoppers find the product is the first job of a store, and a yes or no gives you one number to track for it. It also tells you how to read every answer that follows.
What you learn
Results shows the share that said yes against the period before. Select No to filter the page to shoppers who left empty-handed and read what they were after.
Make it yours
To ask question 4 only of shoppers who said No, move it to second place and add a skip so a Yes goes straight past it.
Question 2 of 4 · Multiple choice · Optional

How did you look for it?

Why ask it
Search, menus, filters and recommendations fail in different ways. Knowing which ones shoppers used points you at the tool to fix first.
What you learn
Bars show the share and count of each way of looking, with typed Other answers listed. Select The search bar to see how many of those shoppers found what they wanted.
Make it yours
Rename the options to match your store, such as Shop by room or a size filter, so shoppers recognize them.
Question 3 of 4 · Customer effort

How easy was it to find your way around the store?

Why ask it
A shopper can find the product and still work hard for it. Effort on a 7-point scale shows how much your menus and filters cost them.
What you learn
Results shows the average on the 1 to 7 scale, the share who found the store easy and a hard-to-easy bar, against the period before, so a new menu or search tool shows its effect.
Make it yours
Filter Results by device to compare phones with desktops, since a menu that works on a wide screen can be hard to use on a small one.
Question 4 of 4 · Text · Optional

What were you looking for that we didn't have?

Why ask it
Shoppers who didn't find something will tell you what it was: a size, a color, a brand or a product you never stocked. That list is a cheap source of buying and naming ideas.
What you learn
Each answer appears with its sentiment and theme, filterable by theme, with up to 8 themes and their trends, so a run of requests for one item or brand rises in the chart.
Make it yours
Share the answers with whoever buys stock and whoever writes product names, since some items you do carry go unfound under the wrong name.

What the answers show

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

How easy was it to find your way around the store?

The average on its own scale and the share who found it easy, against the period before and by device.

How did you look for it?

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 Did you find it? 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

    Catch shoppers before they leave

    Use exit intent for shoppers giving up and two minutes on site for shoppers still looking. From Pro, the Can't find it smart trigger opens the survey after quick page jumps or a second search.

  2. 02

    Keep checkout out of it

    Exclude the cart and checkout pages with a page rule, so buyers in the middle of an order never get a question about finding products.

  3. 03

    Ask regular visitors rarely

    The survey shows until a shopper answers. For a store people visit weekly, set it to show again only after a number of days, so regulars aren't asked on every visit.

  4. 04

    Turn requests into a buying list

    Read the open answers each week, and give the ones you act on an owner and a status in the inbox, so the team can see which requests became products.

Customer effort scoreE-commerce surveysWebsite surveysWebsite and UX questions

More customer effort templates and questions

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

Templates

Browse all templates
Customer effortReturns and refundsMeasure how easy your returns process is and learn the real reasons products come back. Send it once the refund has been issued.
Customer effortIn-store pickupMeasure how easy buy online, pick up in store is, from the wait at the counter to getting the right order. Send it an hour after pickup.
Customer effortDiscount code experienceCheck that discount codes work the first time and learn where shoppers find them. Show it on the confirmation page when a code was used.
Customer effortTask effort reviewMeasure the effort and time a key task takes, and find the step that slows people down. Show it after someone finishes a long task, such as an import or their first report.

Questions from the library

Browse the question library
  1. How easy was it to find what you came for?Customer effort · Website and UX
  2. What did you come to this page to do?Text · Website and UX
  3. Were you able to do it?Yes / No · Website and UX
  4. How likely are you to buy from us again?NPS · Ecommerce
  5. Was the checkout process easy?Yes / No · Ecommerce
  6. What stopped you from completing your order?Multiple choice · Ecommerce

Frequently asked questions

After a shopper has had time to look, such as two minutes on the site, or when they move to leave. Showing it as soon as a page loads asks before they have searched.

Yes. On touch screens, exit intent opens the survey on a fast scroll back to the top of the page. It works on every plan, along with rules for pages, devices and countries.

Product, category and search pages, where shoppers are still looking. Exclude checkout and account pages with a page rule, so people who already found what they wanted are left alone.

Check first whether you stock them under another name, and fix the name, tags or filters if you do. The ones you don't stock become a list for your buying team, and the themes chart shows which requests come up most.

Three or four. This template asks four, and the first and third take one tap each, so shoppers can answer in about a minute.

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
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