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Questionnaire template

In-Store Assistance Feedback

Measures shoppers' experience of help from store staff and gathers ideas to improve in-store assistance.

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Customer · Customer service. All Customer templates

Questions in this template

Help During Your Visit

  1. Thanks for taking a moment to tell us about your last visit. Your answers help us support shoppers better in our stores.

  2. Did you ask a member of staff for help during your last visit to our store?

    Choose one:

    • Yes
    • No
    • Prefer not to say

  3. What did you need help with?

    Condition: Only for shoppers who asked for help

    Choose one from a list:

    • Finding a product
    • Understanding what a product does
    • Paying or checking out
    • Returning or exchanging an item
    • Something else

  4. What else did you need help with?

    Condition: Shown when 'Something else' was chosen

    Open answer

How Well You Were Helped

  1. How much do you agree with each statement about the staff member who helped you?

    Condition: Only for shoppers who asked for help

    • They were polite and respectful
    • They knew the products well
    • They helped me without delay
    • They understood what I needed
    • They pointed me to the right product or service

    For each row: choose one:

    • Strongly disagree
    • Disagree
    • Neither agree nor disagree
    • Agree
    • Strongly agree

Ideas for Improvement

  1. How could our staff help shoppers better in store?

    Open answer

  2. Is there anything you would like our store staff to pay more attention to?

    Open answer

General Feedback

  1. Is there anything else about our store or service you would like our team to hear?

    Open answer