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App crash survey template

Learn what caused the crash, from the person it happened to

Four questions for the first session after a crash: what the user was doing, whether any work was lost, a screenshot if they have one and anything else that helps your team reproduce it. Usertick reads every written answer and flags the urgent ones.

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What this app crash survey tells you

A crash log tells you where the code failed, and the person it happened to can tell you what they were trying to do. This app crash report survey asks four questions in about a minute: the task in progress, whether any work was lost, a screenshot if they can add one, and any detail that would help your team reproduce the crash.

It is written for the next session after a crash. In a web app, the page error trigger (from Starter, or on 1 survey on Free) can open it when the page hits an error, or your code can fire a custom event on the next load. Inside a phone app, have the app open the survey's link the next time it starts after a crash, with the app version added to the link as a tag, such as ?app_version=4.2, so each answer keeps it for workflows and Google Sheets.

Usertick reads each written answer as it arrives, files it under a category such as speed and reliability, marks it as a bug or a complaint and gives each response an urgency, so a crash during payment that lost work rises to the top. Results shows the share of each task, the share who lost work and a gallery of screenshots, each against the period before.

On your websiteAs a linkIn an emailAs a conversation
Questions
4
Time to answer
About a minute
Written for
The first session after a crash, before the user starts again
Plans
Every plan; Free allows 1 screenshot question per survey

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 · Multiple choice

What were you doing when the app closed?

Why ask it
The task in progress is the fastest clue to which part of the app failed. Four common moments cover most crash reports, and the write-in Other catches the rest in the user's own words.
What you learn
A donut shows the share and count of each task, with every typed Other answer listed beside it. Select Making a payment to filter the whole page to those crashes and read their screenshots and notes.
Make it yours
Replace the options with the flows where your crash reports cluster, such as recording, checkout or sync, using the names users see on screen.
Question 2 of 4 · Yes / No

Did you lose any work?

Why ask it
Lost work turns a crash into a reason to leave, so the answer tells your team which crashes to fix first. A yes or no takes one tap, even from someone who is annoyed.
What you learn
Results shows the share that said yes, against the period before. Select Yes to see which tasks lose work most often and what those users wrote.
Make it yours
Set a workflow (every plan) that posts every Yes to Slack or Microsoft Teams, so someone checks whether the work can be recovered.
Question 3 of 4 · Screenshot · Optional

If you can, add a screenshot of what you saw

Why ask it
A picture of the error message or the frozen screen often shows more than a description. The question is optional and its label says If you can, so nobody is stuck on it.
What you learn
Every screenshot lands in a gallery in Results, next to the other answers from the same response. The Screenshot question works on every plan, 1 per survey on Free.
Make it yours
When the survey opens by link from a phone app, swap this for a File upload question, since the screenshot tool captures the survey's own page and a screenshot saved on the phone can be attached as a file.
Question 4 of 4 · Text · Optional

Is there anything else that would help us reproduce it?

Why ask it
Steps to reproduce are what an engineer needs, and users often remember a detail that no log records, such as a weak signal, a full phone or a second app open at the same time.
What you learn
Each answer appears with its sentiment and theme, filterable by theme, with up to 8 themes and their trends. A theme that grows after a release points to the change that caused it.
Make it yours
Send answers marked as a bug to Jira or Linear with a workflow (every plan), so each one becomes an issue your engineers can pick up.

What the answers show

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

What were you doing when the app closed?

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 After a crash 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

    Ask once per crash

    Open the survey on the next session only, and only after a crash your app recorded. Asking again on every launch turns a bug report into a nag.

  2. 02

    Tag the version

    Add the app version to the survey's link from your app. Workflows, Google Sheets, webhooks and the API keep it with each answer, so engineers know which build to test.

  3. 03

    Offer a reply

    Add an optional Contact question for users who want to hear when the fix ships, and give each of those responses an owner in the inbox.

  4. 04

    Match answers to crash logs

    Compare each answer's time and version with your crash reports to find the right stack trace. A webhook (every plan) can send every response to the tool your engineers already use.

Customer supportWebsite surveysPermissions after an update questions

More support templates and questions

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

Templates

Browse all templates
SupportPerformance and batteryHear where the app feels slow or drains the battery, and on which devices. Send it to a sample of active users after each major release.
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
SupportHelp article feedbackLearn whether your help articles answer people's questions and which topics are missing or outdated. Add it to the bottom of every help article.
SupportTrust and supportMeasure how well a request was handled and how much customers trust you with their money. Send it after a support case is closed.

Questions from the library

Browse the question library
  1. Did the app ask for a new permission after the last update?Yes / No · Permissions after an update
  2. How did you answer that request?Multiple choice · Permissions after an update
  3. Why did you say no to a permission?Text · Permissions after an update
  4. What is the one thing we could improve?Text · Product
  5. Did the product work the way you expected?Yes / No · Product
  6. How would you rate the value you get for the price?Stars · Product

Frequently asked questions

On the first session after the crash, before the user starts a new task. Ask once, keep it short and leave the close button in place.

Usertick runs on websites and in web apps, so a phone app opens the survey's link instead. Have your app open the link on the next start after a crash, with the app version added to the link as a tag.

No. Free allows 1 Screenshot or File upload question per survey, and this template has only the screenshot question, so it runs as it is.

Start with the tasks where users lost work. Choose Yes on question 2 in Results to see those tasks, then read the screenshots and notes from the same responses.

Yes. On every plan, a workflow creates a Jira or Linear issue from each answer. A webhook or a Zapier step sends answers to other tools, and Slack or Microsoft Teams can get a message for each one.

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.

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.

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  • 150 responses a month on Free
  • Every channel and AI analysis
  • No card needed