A “customer journey” is made up of touchpoints—small moments that shape trust, confidence, and loyalty. Micro‑surveys help you measure those moments with 1–2 questions while the experience is still fresh.
Touchpoints span the full journey (before purchase, during purchase, after purchase), and measuring a few key ones can reveal where customers get stuck.
Goal: find unclear messaging early.
Micro‑survey
“Did you find what you came here for today?” (Yes / Not yet)
Follow‑up: “What were you looking for?”
Goal: reduce “confused but silent” drop-off.
Micro‑survey
“How clear is our pricing?” (Not clear → Very clear)
Follow‑up: “What’s unclear?”
Goal: identify friction in forms, verification, and expectations.
Micro‑survey
“How easy was it to create your account?” (Very difficult → Very easy)
Follow‑up: “What slowed you down?”
Goal: confirm the “aha moment” happens quickly.
Micro‑survey
“How confident do you feel using VividSurvey?” (Not confident → Very confident)
Follow‑up: “What should we explain better?”
Goal: learn what’s helpful vs confusing; in‑app surveys are ideal when the customer just used the feature.
Micro‑survey
“How helpful was [feature]?” (Not helpful → Very helpful)
Follow‑up: “What would make it more useful?”
Goal: measure the support touchpoint (a major journey moment for many customers).
Micro‑survey
“Did we solve your problem today?” (Yes / Partially / No)
Follow‑up: “What’s still unresolved?”
Goal: catch churn signals early and learn the real reasons.
Micro‑survey
“How likely are you to renew?” (Not likely → Very likely)
Follow‑up: “What’s the biggest factor in that decision?”
Start with a few touchpoints and expand once you’re acting on the results; touchpoint mapping works best when it’s kept practical and tied to ownership.
Add 2 micro‑surveys: pricing page + onboarding milestone.
Add 1 support micro‑survey + route low scores to follow-up.
Add 1 feature survey and 1 renewal survey; review themes monthly.