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Customer trust survey template

Learn how safe your customers feel, and what they check before they trust you

Three questions for customers in their first month: how safe their data feels with you, what they checked before signing up and what would make them more confident. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this customer trust survey tells you

A customer trust survey asks customers how safe their data feels with you and what they looked at before deciding. This template takes under a minute: a 1 to 10 score for how safe their data feels, the checks they made before signing up, such as the privacy policy or two-factor login, and an open question about what would raise their confidence.

It is written for an email in a customer's first month, once they have put real data into the product and still remember what they checked before buying. Usertick sends it to a contact list, or you share the link in your own onboarding email, in your help center or on your security page. It also runs as a popup in your web app for signed-in customers.

Usertick reads each written answer, files it under a category from your list, such as account and access or support and service, marks it as a question, an idea or a complaint, and gives each response an urgency, so a reported security worry stands out. Results shows the average score with a column per step and the share of each check people made.

In an emailAs a linkOn your websiteAs a conversation
Questions
3
Time to answer
About a minute
Written for
An email in a customer's first month, after they add real data
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, and a button in the email opens the survey on its own page. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 3 questions, one by one

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

Question 1 of 3 · Big scale

How safe does your data feel with us?

Why ask it
How safe data feels shapes how much customers are willing to put into your product and whether they bring their team. A 1 to 10 scale leaves room to tell unsure from confident.
What you learn
Results shows the average and a column per step from Not safe to Very safe, against the period before, so a change after a new security page or an incident shows up.
Make it yours
Big scale shows a start button in the email; change it to a five-star question if you want it answered inside the message.
Question 2 of 3 · Multiple choice · Optional

What did you check before signing up?

Why ask it
The checks customers made before signing up show which trust signals do the work. A customer who read the privacy policy needs different reassurance from one who only looked at reviews.
What you learn
Bars with the share and count of each check, since people can pick several, and the typed Other answers listed, such as a call with your team or a security questionnaire. Select Nothing to see whether those customers feel less safe.
Make it yours
Match the options to what you publish: if you have a security page or a data processing agreement, name it as an option.
Question 3 of 3 · Text · Optional

What would make you more confident?

Why ask it
Customers know what would reassure them: a named data location, single sign-on, an audit log or a plain answer about who can see their data.
What you learn
Usertick reads each answer, gives it a theme and a type, such as an idea or a question, and flags the ones that need a reply soon. Filter by theme to see which request comes up most.
Make it yours
Send the questions to the person who owns security, and answer them on your security page, so the next customer finds the answer before asking.

What the answers show

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

What did you check before signing up?

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 Security confidence 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 after the first month

    Pick the customers who signed up four to six weeks ago, add them to a contact list and send the survey, or schedule it up to 30 days ahead. Usertick doesn't send it by itself from a signup date.

  2. 02

    Compare before and after changes

    Send it to the next group of new customers after you publish a security page or add two-factor login, and read the score against the period before.

  3. 03

    Answer the worried ones

    On every plan, a workflow posts low scores and urgent answers to Slack or Microsoft Teams, so someone replies while the worry is fresh.

  4. 04

    Keep it about feelings and checks

    Ask how safe customers feel and what they looked at. Never ask for passwords or ID numbers in the survey; Usertick's terms don't allow collecting government ID numbers.

Market research surveysEmail surveysTrust and privacy questions

More research templates and questions

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

Templates

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ResearchPreference testAsk people to choose between two options at a time and see which way they lean. Useful before a redesign, a pricing change or naming something new.
ResearchInterview screenerFind the right people for customer interviews by role, team size and how often they use your product. Send it to active users before a research round.
ResearchBrand perceptionLearn how people see your brand, how much they trust it, how it compares with competitors and where they first heard of you. Run it with customers and with your newsletter audience once a year.
ResearchAfter the demoFind out whether your sales demo answered the prospect's questions and what they want to happen next. Send it within a day of the demo.

Questions from the library

Browse the question library
  1. Do you know what data we collect about you?Yes / No · Trust and privacy
  2. How clear is our privacy policy?Stars · Trust and privacy
  3. What would make you more comfortable sharing your data?Multiple choice · Trust and privacy
  4. How would you rate the setup process?Stars · Onboarding
  5. What got in your way while setting things up?Text · Onboarding
  6. How easy was it to get started?Customer effort · Onboarding

Frequently asked questions

About a month after signup, once customers have real data in the product and still remember what they checked before buying. Send it again to new customers after a big change to how you store or protect data.

New customers who have used the product for a few weeks. For a second view, share the link with people who finished a trial without buying and compare their answers with those of paying customers.

Choose the low scores in Results to see what those customers checked before signing up and what they wrote. If they checked nothing, the reassurance is missing from your onboarding; if they read the privacy policy and still feel unsafe, the policy may need plainer words.

Not as written. A Big scale question shows a start button in the email, so change the first question to a five-star rating to have it answered inside the message.

Yes, on every plan. A workflow can post answers with a low score or a security theme to a Slack or Microsoft Teams channel, and from Starter it can also open a Jira or Linear issue.

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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