Self-Service Portal Adoption Review

Measures employee or customer adoption of the self-service portal, tracks deflection success, identifies unmet needs, and surfaces the top contact reasons that should be converted into knowledge base articles.

Portal Usage & Visit Context

• How often do you visit the self-service portal when you have a question or need?
  Select the option that best describes your typical behavior.
• What were you trying to accomplish during your most recent portal visit?
  Select the category that best matches your need (e.g., IT issue, HR question, policy lookup, account change, billing inquiry).
• How did you arrive at the portal for this visit?
  e.g., direct link / bookmark, search engine, email/chat prompt, colleague referral.

Deflection & Self-Resolution

• Were you able to fully resolve your need using the portal — without contacting support?
  This is the core deflection indicator. Select 'Yes', 'Partially', or 'No'.
• If you were NOT fully resolved, what was the primary reason you still needed to contact support?
  Select all that apply: article not found, article found but outdated, article found but too vague, couldn't complete the task in the portal, needed a human decision/approval, other.
• Please describe the specific question or task the portal could not help you with.
  Your answer helps us identify the highest-priority gaps to fill with new or improved articles. Be as specific as possible.
• After visiting the portal, did you ultimately contact support (phone, email, chat, or ticket)?
  Helps us measure true deflection vs. partial deflection.

Content Quality & Findability

• The portal's search function helped me find what I was looking for quickly.
  1 = Strongly disagree → 5 = Strongly agree
• The articles and guides I found were accurate and up to date.
  1 = Strongly disagree → 5 = Strongly agree
• The content was written in plain language that was easy to follow.
  1 = Strongly disagree → 5 = Strongly agree
• If you rated any of the above 3 or below, please tell us what made the content difficult to use.
  Examples: too technical, missing steps, broken links, wrong department, outdated screenshots.

Portal Usability & Experience

• The portal was easy to navigate and I knew where to look for help.
  1 = Strongly disagree → 5 = Strongly agree
• The portal loaded and responded quickly without technical issues.
  1 = Strongly disagree → 5 = Strongly agree
• Overall, how satisfied are you with the self-service portal experience?
  1 = Very dissatisfied → 5 = Very satisfied. This is your portal CSAT score.
• If your overall satisfaction was 3 or below, what would most improve your experience?
  Your feedback directly shapes portal improvements. Please be specific.

Article & Content Gap Identification

• What topic or question do you wish the portal had a clear, step-by-step article for?
  This is the single most valuable input for our knowledge base roadmap. Even a one-sentence answer helps.
• How likely are you to try the portal first — before contacting support — the next time you have a question?
  1 = Very unlikely → 5 = Very likely. This is your portal intent-to-use / adoption indicator.
• Is there anything else you'd like to share about your self-service portal experience?
  Open feedback — anything we haven't asked that would help us improve.