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HEART framework survey template
The HEART framework is an acronym that stands for Happiness, Engagement, Adoption, Retention, and Task success. It consists of these five key metrics, each of which provides insights into different aspects of the user experience. It’s a framework developed by Google’s team to make communication about UX with the wider product team easy.
How does a HEART Framework Survey Template work?
This five part survey template corresponds to the five HEART metrics. Each part is a simple question, sometimes with a conditional follow-up question, to explore how the users perceive their experience.
The HEART survey provides direct insights of what users think, it is also important to match the qualitative data with quantitative product usage, such as engagement time, adoption percentage, retention ratio, and task completion rate.
You can and should adjust the survey to your specific product, and minimize the survey questions as well. However, you always need to be “happy” because the happiness signal need direct input from your users, unlike the other four metrics which you can use the measurements from product’s behavioral data.
What questions to ask on the HEART survey?
- Happiness: How satisfied are you with [product] now?
- Engagement: How frequently do you use [product]?
- Adoption: Which of the following features have you used in [product]?
- Retention: Have you ever stopped using [product] for a period of time?
- Task success: When using [product], how easy is it for you to accomplish your intended tasks?
Check other relevant survey templates
Find quick answers to common questions
- The happiness metric is about user satisfaction, calculating an average satisfaction score by summing up all the scores and divide by the total number of responses over a certain time range. Compare the score collected on different product features or user segments.
- Usersnap’s project insights dashboards show score calculations and charts of the survey answers with a time range filter. The data can also be exported or connected to data analysis visualization tools, such as Power BI.
- Use these insights to inform your product development strategy. For instance, you would prioritize improving a certain feature when the HEART scores are lower for it. Continuing to provide features that resonate with users and engaging content.
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