A usability team wants to understand why users abandon a mobile banking app during the fund-transfer flow. They plan to survey recent users who started but did not complete a transfer in the past month. Which first step best aligns with the survey objective?

Define the research question and success criteria, then identify users who abandoned a transfer

Analyze existing transfer logs to infer reasons for abandonment without a survey

Pilot test the survey with internal staff to refine wording before defining objectives

Draft questions about the transfer flow and send them to all app users

A company wants to survey users of its new project-management tool to understand satisfaction with the reporting features. The tool has 10,000 registered users, but only 2,000 have used the reporting module in the last quarter. The team has a limited budget and needs results that reflect the broader user base. What should they do?

Survey a convenience sample of users who attend the next training webinar

Survey all 10,000 users to get a complete picture

Take a random sample of 500 users from the 2,000 who used the reporting module

Survey only the 2,000 users who used the reporting module

A team has drafted a 20-question survey about a new feature. Before launching, they run it with 10 colleagues who are not involved in the project. The pilot reveals that two questions are ambiguous and one skip-logic branch fails. What should the team do next?

Remove the ambiguous questions and launch without re-testing

Fix the ambiguous questions and the skip-logic issue, then re-pilot with a similar small group

Launch the survey immediately and note the issues in the report

Change the survey format from online to paper to avoid technical issues

A survey is sent to a sample of 1,000 users. After two weeks, the response rate is 12%, but the team needs 20% for statistical significance. They have budget for one more reminder. What is the most effective strategy?

Increase the sample size by adding more users

Send a reminder only to users who started but didn't finish

Send a reminder to all non-respondents with a revised subject line

Close the survey and use the 12% response rate

Why is it important to monitor response rates during survey administration?

To change the survey objectives

To rewrite the survey questions

To determine when to stop data collection

To select a different distribution channel

Certified Tester Usability Testing

Domain 6Objective 1

Step-By-Step Approach to User Surveys CT-UT Practice Questions (Page 6)

Part of the User Surveys domain, which makes up ~6% of our current practice bank. ISTQB does not publish an official question count, but from its 60-minute exam (~25–40 total, ~2–2 in this domain), expect 1–1 from this objective — we provide 31 practice questions to prepare you well beyond it. (estimate)

31questions here

7free pages

8concepts

Questions 26–30

26application · medium
A usability team wants to understand why users abandon a mobile banking app during the fund-transfer flow. They plan to survey recent users who started but did not complete a transfer in the past month. Which first step best aligns with the survey objective?
Select an answer first
27application · medium
A company wants to survey users of its new project-management tool to understand satisfaction with the reporting features. The tool has 10,000 registered users, but only 2,000 have used the reporting module in the last quarter. The team has a limited budget and needs results that reflect the broader user base. What should they do?
Select an answer first
28application · medium
A team has drafted a 20-question survey about a new feature. Before launching, they run it with 10 colleagues who are not involved in the project. The pilot reveals that two questions are ambiguous and one skip-logic branch fails. What should the team do next?
Select an answer first
29expert · hard
A survey is sent to a sample of 1,000 users. After two weeks, the response rate is 12%, but the team needs 20% for statistical significance. They have budget for one more reminder. What is the most effective strategy?
Select an answer first
30foundation · easy
Why is it important to monitor response rates during survey administration?
Select an answer first

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