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SSO setup survey template

Find the step where admins get stuck, while single sign-on setup is still fresh

Four questions for the admins who just turned on single sign-on: how easy it was, which identity provider they use, how good your setup guide is and where they got stuck. Usertick reads every written answer and groups the sticking points for you.

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What this SSO setup survey tells you

An SSO setup survey asks the admin who connected single sign-on how hard the job was and where it slowed down. This template takes about a minute: an effort score, the identity provider, a rating for your setup documentation and one open question about the step where they got stuck.

It is written for an email to admins a day after single sign-on is turned on. Usertick doesn't send it when SSO goes live, so import the admins who turned it on that week and send the survey, or schedule it up to 30 days ahead. A popup on your SSO settings page, or the survey's link in a support reply, reaches the same admins.

Results shows the average effort score and the share who found it easy, the share of each identity provider, and the documentation rating with the share who rated it 4 or higher. Select a provider to see its own effort score, while Usertick files each written answer under a theme with a type and an urgency.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
An email to admins the day after single sign-on is turned on
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.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

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 · Customer effort

How easy was it to set up single sign-on?

Why ask it
Single sign-on setup is a one-time job with many places to fail, from certificate fields to attribute names. A customer effort score measures how much work it took.
What you learn
The average on the 1 to 7 scale and the share who found it easy, with a hard-to-easy bar, against the period before. A drop after a change to the setup screen shows in the next period.
Make it yours
Keep it first, so admins can tap a score inside the email and open the rest of the survey with it kept.
Question 2 of 4 · Dropdown

Which identity provider do you use?

Why ask it
Each identity provider names its fields differently, so a setup that works for one can confuse admins of another. Knowing the provider points to the guide that needs work.
What you learn
A donut with the share and count of each provider, with typed Other answers listed. Select Okta or Microsoft Entra ID to see that provider's effort score and sticking points.
Make it yours
List the providers you have setup guides for, and add any provider your sales team hears about often.
Question 3 of 4 · Stars

How would you rate the setup documentation?

Why ask it
Admins usually set up SSO from your documentation, so a weak guide shows up as a hard setup. Rating the guide on its own tells you whether to fix the product or the page.
What you learn
The average rating, a bar per star and the share who rated it 4 or higher. Compare it with the effort score to see whether a hard setup came from the guide.
Make it yours
Link the guide in the email that announces SSO, so every admin who rates it has seen it.
Question 4 of 4 · Text · Optional

Where did you get stuck, if anywhere?

Why ask it
The step where an admin got stuck is the exact fix, in their words: a field name, a missing screenshot or an error message.
What you learn
Usertick reads each answer, gives it a theme and a type such as a bug or a question, and marks the urgent ones, such as an admin locked out of their own account. Results lists the answers filterable by theme.
Make it yours
Keep it optional, so admins whose setup went smoothly can skip it.

What the answers show

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

How easy was it to set up single sign-on?

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

Which identity provider do you use?

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 SSO setup 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

    Send it within a day

    Import the admins who turned on SSO in the last day or two and send it right away. Details fade quickly once single sign-on simply works.

  2. 02

    Ask the admin who did the work

    Send it to the person who set up SSO, who may be someone other than the account owner. Your audit log or support thread usually names them.

  3. 03

    Route urgent answers to support

    On every plan, a workflow posts urgent responses to Slack or Microsoft Teams, so an admin who is still stuck hears from support the same day. It can also open a Zendesk ticket instead.

  4. 04

    Fix the guide first

    When the documentation rating and the effort score are both low, update the guide before the product, since a clearer page is the faster fix.

Customer effort scoreSaaS surveysEmail surveysSingle sign on 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 effortData importFind out how smoothly customers brought their data in and what went wrong along the way. Show it after the first import completes.
Customer effortSandbox experienceLearn how well your test environment prepares developers for going live. Send it when a customer moves from the sandbox to production.
Customer effortSecurity review processFind out how easy it was for a buyer's security team to get what they needed from you. Send it when the review is signed off.
Customer effortIntegration setupMeasure how easy it is to connect an integration, find the step where people get stuck and learn which tools they want next. Show it right after someone connects an integration.

Questions from the library

Browse the question library
  1. Does your company require single sign on?Yes / No · Single sign on
  2. How easy was the single sign on setup?Customer effort · Single sign on
  3. How many minutes did it take to connect your provider?Ruler · Single sign on
  4. Which tools do you need us to connect with?Multiple choice · Integrations and API
  5. How easy was it to set up your first integration?Customer effort · Integrations and API
  6. Does the integration send everything you expected?Yes / No · Integrations and API

Frequently asked questions

A day after single sign-on is turned on, while the admin still remembers each step. Send it by email from Usertick or share the link in your support reply.

No. Usertick sends to a contact list now or on a schedule. On every plan, a HubSpot workflow on HubSpot Professional or Enterprise can send it to each admin it enrolls, and a popup on your SSO settings page reaches admins in the product.

Three to five. This template asks four, three of them taps, and takes about a minute.

Select the low scores in Results and read where those admins got stuck and which provider they use. Fix the step that comes up most, then compare the next period's score.

Only the admins who set up SSO. Other users sign in through it but never saw the setup, so leave them out of the list.

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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