WooCommerce Post-Purchase Survey: 7 Questions, When to Ask and What to Do Next Free survey template
SUS questionnaire template. The ten System Usability Scale statements, ready to send.
John Brooke’s ten statements answered from 1 to 5, then how often the person uses the product and two open questions about what got in the way. Copy the survey, put your product’s name where it says [Product] and send the link right after a usability test or a trial.
Free plan: 100 responses a month and up to 50 surveys, no credit card. The matrix question works on Basic and higher plans. Every new account starts with a 14-day Premium trial that includes it.
The template’s real survey on a phone.
- 4 ready questionsAbout 2 min on a phone.
- Yours to changeQuestions, answers and logic.
- A ready reportA chart for every closed question.
- Export on every planCSV, Excel and SPSS.
Easy to use is an opinion until you measure it. The same ten statements give you a score to compare from one release to the next.
The 4 questions of this SUS questionnaire.
The ten SUS statements share one matrix, in Brooke’s order and wording. Keep them as they are and change the questions after them.
The System Usability Scale
-
How much do you agree with each statement about [Product]?
Scale: 1 – Strongly disagree, 2, 3, 4, 5 – Strongly agree
Why ask it. The ten SUS statements in Brooke’s original wording, odd ones positive and even ones negative. The survey tells respondents that “the system” means your product, so the wording stays exactly as published and your score stays comparable.
Context and ideas
-
How often do you use [Product]?
Why ask it. Separates first impressions from everyday use. Compare the scores of first-time and regular users before you draw conclusions.
-
What was the hardest part of using [Product]?
Why ask it. The score says how hard the product feels. This answer says where: look for the screen or step that comes up in several answers.
-
What one change would make [Product] easier to use?
Why ask it. One concrete idea from each person. The ideas that repeat are the first candidates for the next release.
How to run a SUS questionnaire from this template.
- 1
Copy the questionnaire
Click “Use this template” and create a free account or log in. The survey is copied to your account with all four questions. The copy waits in your survey list as a draft.
- 2
Name your product
Replace [Product] on the welcome screen, in the questions and on the thank-you screen with your product’s name. Leave the ten statements and the 1–5 scale as they are.
- 3
Send it after the task
Share the link at the end of a usability test session or a trial, or embed the survey on your site, so people answer while the experience is fresh.
- 4
Score the answers
Export the answers to Excel, CSV or SPSS on any plan and score each respondent with the SUS formula, or enter one person’s answers in the free SUS calculator.
How to score and read SUS results.
Each person’s score
For items 1, 3, 5, 7 and 9 take the answer minus 1. For items 2, 4, 6, 8 and 10 take 5 minus the answer. Add the ten results and multiply by 2.5 to get a score from 0 to 100. The report shows the answers, not the score: calculate it from the export or in the SUS calculator.
The study’s score
Average everyone’s scores and report how many people answered. In the benchmark data behind the Sauro–Lewis grading scale the average SUS is 68, so a mean above 68 is above average. SUS is not a percentage.
Where people struggle
The matrix chart shows how the answers split for each statement, and the open answers name the screens behind them. On Basic and higher plans, filter by how often people use the product to compare first-time and daily users.
How to get a SUS score you can trust.
-
Keep the ten statements
The formula and the published averages assume all ten statements on a 5-point scale. Dropping or rewording items breaks the comparison.
-
Ask right after use
The welcome screen asks for a first impression. Send the link at the end of the session, before people discuss the product with anyone.
-
Count your respondents
With a handful of people the mean can move by several points. Report the number of respondents next to the score.
-
Compare like with like
Measure every release with the same questionnaire and the same kind of users, then compare the means.
More usability questions you can add.
Not in the template. Add them after the matrix in a few clicks, so the ten statements stay as they are.
About the task
- Were you able to complete the task?
- Overall, how easy or difficult was this task?
- Where did you get stuck, if anywhere?
About the user
- How long have you been using [Product]?
- Which device did you use?
- What is your role?
Next steps
- Would you take part in a short follow-up interview?
- How likely are you to recommend [Product] to a friend or colleague?
- May we contact you about your answers?
Free tools for your results
- SUS calculatorEnter one respondent’s ten answers and get the 0–100 score with its Sauro–Lewis grade.
- CES calculatorThe mean effort rating, if you add a customer effort question for a single task.
- NPS calculatorThe Net Promoter Score, if you add the 0–10 recommendation question.
- System Usability Scale (SUS)The ten statements, how to score them and how to read the result.
- Usability testingThe method a SUS questionnaire usually follows: people try real tasks with the product.
More templates
Questions about this template
What is the SUS questionnaire?
The System Usability Scale is a questionnaire of ten statements about how easy a product is to use, created by John Brooke in 1986 and published in 1996. People answer each statement from 1 (strongly disagree) to 5 (strongly agree), and the answers convert into a score from 0 to 100.
Does the template calculate the SUS score?
No. SurveyNinja collects the answers and charts each statement. Export them to Excel, CSV or SPSS and score each respondent: odd items give the answer minus 1, even items give 5 minus the answer, and the sum times 2.5 is the score. Or enter one person’s answers in the free SUS calculator.
What is a good SUS score?
In the benchmark data Sauro and Lewis collected, the average SUS is 68. A mean above 68 is above average. Their curved grading scale turns any score into a letter grade, and the SUS calculator page lists every grade.
Can I change the statements?
Keep the ten statements, their order and the 1–5 scale: the formula and the published averages assume them. The survey already tells respondents that “the system” means your product. Add your own questions after the matrix.
Does it work on the Free plan?
The ten statements share one matrix question, which needs Basic or a higher plan and is included in the 14-day Premium trial every new account starts with. The other three questions work on Free, where you can ask each statement as a separate 1–5 scale question instead.
Measure how easy your product is to use.
Copy the questionnaire, put your product’s name in it and send the link after the next test.