Tom, great information!
When your goal is to really understand people’s experience, a survey will never give you the rich insights you’re hoping for.
You need to do something simpler, more human and ever so slightly scarier: have some conversations.
Most people resist this idea. It feels more time-consuming than bashing out a quick survey. In reality, the conversations will be much faster and much more likely to work.
Yes, having conversations does take time, but you don’t have to chat with many people before you can start spotting patterns of needs, problems, pains and blockages. (The secret is to start with 5 people, see what you find, and repeat as needed.)