Did you know that 91% of dissatisfied customers do not submit any complaint about their poor experience? They simply leave without leaving any feedback, which means that every negative experience can go unnoticed, gradually costing you customers without giving you a chance to improve. Therefore, measuring the quality of digital channels has become an essential necessity to understand strengths and weaknesses, and to improve the user experience before they decide to leave your website or app for good.

This article takes you on a comprehensive journey explaining how to build an effective survey, what to measure, and how the BSure platform can help you make precise decisions that enhance user experience and support digital transformation in your organization.

What is a Digital Channels Quality Survey?

A digital channels quality survey is a systematic tool that collects direct user feedback about their experience within your app or website. This survey focuses on measuring the actual performance of the digital channel from all aspects, enabling organizations to accurately identify strengths and weaknesses, and make developmental decisions that ensure delivering a complete and efficient digital experience that meets user expectations and increases their satisfaction and loyalty.

5 Key Benefits of Measuring Digital Channels Quality

1. Identify Weak Points Before They Escalate

Even if a digital channel has the highest technical specifications, a small issue in navigation ease or slight page loading delays can lead to losing users. UX reports indicate that 88% of online consumers are less likely to return to a website after a bad experience. Therefore, regular measurement helps detect these issues early and address them before they escalate into crises that affect customer satisfaction and loyalty.

2. Improve the Entire User Journey

Measurement provides a realistic view of the experience from the user’s perspective, not the organization’s. This distinction is crucial as it reflects what the user actually experiences while interacting with the channel. 

3. Increase Conversion Rates

Enhancing user experience directly impacts payment, registration, and service booking rates, thereby improving the channel’s business performance.

4. Support Strategic Decisions

Instead of relying on general impressions, measurement provides accurate and reliable data that helps make development decisions based on clear and well-studied foundations.

5. Build Trust and Loyalty

When users realize that their opinions are valued and acted upon, their trust in the digital channel increases, and their connection with the organization strengthens.

The 12 Key Areas for Measuring Digital Channels Quality

To measure the quality of digital channels and ensure an optimal user experience, it is essential to focus on these core areas, with 60 key questions ready to evaluate every aspect of your digital channel comprehensively.

1. Performance and Speed

Ensure that the app and website deliver fast performance and smooth responsiveness at all times, allowing users to navigate pages easily and comfortably, without any lag or freezing, while also considering battery consumption for an enjoyable and natural user experience.

According to an Akamai report, 40% of consumers will not wait more than three seconds for a web page to load before leaving the site.

Questions:

1. On a scale of 1 to 10, how would you rate the speed of the app or website?

2. Did you notice any slowness or freezing while using the app?

3. Does the app drain your battery faster than expected?

4. Are there specific elements in the app or website that feel slow to you?

5. Did you notice any difference in the app’s or website’s performance on Wi-Fi compared to mobile data?

2. Design and User Interface (UI/UX)

Goal: Ensure that the app or website interface is attractive, clear, and easy to use, so that users can quickly understand icons and instructions, with color schemes and fonts arranged in a visually comfortable and easy-to-follow manner.

Questions:

1. Was the interface comfortable for you to use?

2. Were the icons clear and their meanings understandable?

3. How consistent were the colors and fonts?

4. Was navigation between pages simple and clear?

5. Did you find what you were looking for easily within the interface?

3. Security and Privacy

Goal: Protect user data and make the experience completely secure, with clear privacy policies and effective permission management, so that users feel confident sharing their information within the app or website without any concerns.

Questions:

1. Do you feel secure when entering your personal information in the app?

2. Did you notice any unusual or unauthorized behavior in the app or website?

3. Are you satisfied with the identity verification method (passwords or fingerprint)?

4. Would you like to have more control over how your data is shared?

5. What security upgrades would make you feel more comfortable using the app or website?

Read More: Security And Privacy In Digital Surveys: How To Protect Respondents’ Data.

4. Accessibility

Goal: Ensure the app is available and easy to use for all users, including those with special needs, by providing support features such as screen readers or navigation shortcuts, and ensuring instructions and text are clear under all conditions and lighting.

Questions:

1. Was the text size and contrast easy to read?

2. Does the app provide audio support or a screen reader?

3. Do you think the app is suitable for users with special needs?

4. Are there alternative navigation methods (e.g., gestures or keyboard shortcuts)?

5. Were you able to use the app under different lighting conditions?

6. Does the app provide captions or explanatory text when needed?

5. Content Quality

Goal: Provide accurate, clear, and continuously updated content, making it easy for users to understand information and access it quickly, with organized text that meets their needs and ensures they gain the intended benefit from the app or website.

Questions:

1. Was the displayed information accurate and clear to you?

2. Did you feel the content was up-to-date and free from outdated information?

3. Was the text easy to understand and free of ambiguity?

4. Was the information presented in an organized way that helped you follow along?

5. Was the content suitable for your needs and what you were looking for?

6. Technical Support and Communication

Goal: Ensure technical support is available and effective, so that users receive quick answers and practical solutions to their problems, with multiple easy-to-use communication channels, increasing their satisfaction and trust in the app or website.

Questions:

1. Were support responses fast enough?

2. Did you feel the solutions provided were effective for your issue?

3. Was it easy to contact customer service?

4. Which communication method do you prefer most? (e.g., live chat, email, phone call, messaging apps)

5. Would you like an option to automatically follow up on your inquiry until it is fully resolved?

7. Beta Testing

Goal: Measure the user experience during the beta testing phase to ensure ease of use, clarity of tasks, and quick reporting of any issues, while collecting suggestions to improve the app or website before the official launch. 

Questions:

1. On a scale of 1 to 10, how would you rate your overall experience with the app’s beta version?

2. Was it easy to understand your tasks and responsibilities as a beta user?

3. How does the app perform after updates?

4. How easy was it to report any issues you encountered during testing?

5. Do you have any suggestions or comments to improve the beta program?

8. In-App Purchase Experience

Goal: Ensure that the in-app purchase process is easy and smooth, with clear pricing and financial information, quick delivery of products or services, user satisfaction with value for money, and transparency regarding fees and additional costs.

Questions:

1. Did you encounter any issues while making a purchase?

2. Did you feel the value matched the cost of what you purchased in the app?

3. Were you satisfied with the available payment methods?

4. Did receiving your purchases take too long?

5. Were there any unexpected fees or costs?

6. Would you recommend others to purchase products or services from the app?

9. Push Notifications Evaluation

Goal: Ensure that notifications reach users appropriately, are useful, non-intrusive, and increase positive engagement, with the possibility to customize them to each user’s personal needs.

Questions:

1. How often do you receive notifications from this app?

2. Do you find the notifications useful?

3. Have you ever turned off notifications for this app? If so, why?

4. Do you think the timing of notifications is appropriate?

5. Would you like notifications to be more personalized for you? 

10. User Engagement & Retention

Goal: Understand user behavior and motivations for continued app use, identify features that encourage repeated use, and discover reasons that might lead users to stop using the app, in comparison to competitors.

Questions:

1. How often do you usually use the app per week?

2. What are the key features that make you keep coming back to the app?

3. Have you ever considered deleting the app? If yes, what was the main reason?

4. Why do you choose this app over competing apps?

   
   

11. Feature Prioritization

Goal: Identify the most important features for users, determine which features need improvement or addition, and discover the least used features, ensuring app or website development focuses on what users truly need and increases their satisfaction.

Questions:

1. What is one feature that, if developed or added, would make you use the app more?

2. Have you noticed any features in other apps or websites that you think would be useful if added to our app?

3. Which features are most/least important to you?

4. Which features did not work as you expected?

12. Overall Impression & Satisfaction

Goal: Collect a comprehensive evaluation of the user experience with the app, including general satisfaction, major issues encountered, what they liked, and what needs improvement, to understand the full picture of the app’s or website’s success compared to competitors. 

Questions:

1. How did you first learn about our app?

2. What comes to mind when thinking about our app?

3. Which of the following issues was the biggest obstacle during your experience with the app or website?

4. How satisfied are you with using the app or website overall?

5. What did you like most about the app, and what would you most like to improve?

   
   

Best Timing to Conduct a Digital Channels Quality Survey

To ensure accurate and reliable user experience data, it is recommended to conduct the survey at the following times:

1.  After sufficient usage period

The survey should not be conducted immediately after the app is downloaded or the website is visited for the first time, as the user has not yet had a complete experience. It is recommended to wait approximately two weeks after regular usage to ensure the user forms a realistic impression of performance, design, content, and support services.

2. After major updates or improvements

Every update or improvement made to the app or website requires evaluating its impact on the user experience. It is preferable to conduct the survey one to two weeks after implementing changes to assess user response to new updates and measure satisfaction.

3.  After interaction with key features

The survey should be linked to specific relevant experiences, such as completing a purchase, finishing a task or level within the app, or registering for a service. This approach provides accurate evaluation while the user remembers their most recent experience.

4.  Conducting periodic surveys

Even if there are no updates, periodic surveys are recommended, for example, every three months, to track developments in user experience and ensure continuous quality of digital channels over time.

Top 6 Best Practices to Enhance the Quality of Digital Channels Surveys

1.   Use few and clear questions

Reduce the number of questions to avoid frustrating users, and make them straightforward and easy to understand to facilitate accurate responses.

2.  Support the survey with easy options

Provide ready-to-use answer choices (such as multiple-choice or rating scales) to make completing the survey easier and speed up data collection.

3. Collect real-time data and compare over time

Monitoring results over different time periods helps evaluate improvements, detect any performance decline, and understand user trends accurately.

4.  Provide incentives to encourage participation

Use appropriate incentives, such as symbolic rewards or in-app or website benefits, to increase user response rates.

5.  Focus on the main objective of each survey

Define the primary goal of each survey before designing it to ensure collecting the most relevant data and making effective decisions.

6.  Respect user privacy and clarify data usage

Reassure users that their information is protected and clearly explain how their data will be used, which increases trust and encourages honest participation.

The Role of BSure in Enhancing Your Survey Quality

BSure enables you to collect and analyze user experience data by:

• Easily creating surveys using drag-and-drop functionality

•  Publishing surveys across multiple digital channels effortlessly

• Gathering accurate data to understand user behavior

• Customizing the survey interface to align with brand identity

• Analyzing results through advanced interactive dashboards

• Ensuring compliance with privacy and security regulations in Saudi Arabia (PDPL)

These tools empower teams to design data-driven digital experiences rather than relying on assumptions.

Conclusion:

Accurately measuring the quality of digital channels gives your organization the ability to continuously improve user experience, increase loyalty, and enhance business performance.

Start today to elevate the quality of your digital channels, and discover how BSure analytics can transform your users’ experience for the better. Try the platform now and benefit from its advanced tools to collect and analyze data with ease and precision.