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Questionnaire template

Online Shopping Customer Feedback

Measures online shoppers' satisfaction with their purchase, delivery, product quality, customer service and value for money.

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Business · Startup. All Business templates

Questions in this template

Your Recent Purchase

  1. Thank you for shopping with us. Please tell us about your most recent order so we can keep improving.

  2. How would you rate your overall experience of shopping on our website?

    Choose one:

    • Very poor
    • Poor
    • Fair
    • Good
    • Very good

  3. How did you come across the products you bought?

    Choose one from a list:

    • Browsing our website
    • Search engine
    • Social media
    • Email newsletter
    • Recommendation from friends or family
    • Advertisement

  4. How satisfied are you with how long delivery took?

    Choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied

  5. How would you rate the quality of what you received?

    Choose one:

    • Very poor
    • Poor
    • Fair
    • Good
    • Very good

  6. How likely is it that you would suggest our store to someone you know?

    Choose one:

    • 1 - Not at all likely
    • 2
    • 3
    • 4
    • 5
    • 6
    • 7
    • 8
    • 9
    • 10 - Extremely likely

Customer Service

  1. Did you contact our customer service team about this order?

    Choose one:

    • Yes
    • No

  2. How well did our customer service team handle your contact?

    Condition: Shown to customers who contacted service

    Choose one:

    • Very poor
    • Poor
    • Fair
    • Good
    • Very good

  3. What did you contact us about?

    Condition: Shown to customers who contacted service

    Choose one:

    • A general question
    • A problem with my order
    • A problem with a product
    • A return or exchange
    • Other

  4. Please describe the reason.

    Condition: Shown when Other was selected

    Open answer

  5. Was your issue resolved?

    Condition: Shown to customers who contacted service

    Choose one:

    • Yes
    • Partly
    • No

  6. Did the team respond quickly enough?

    Condition: Shown to customers who contacted service

    Choose one:

    • Yes
    • No

  7. Anything else you would like to tell us about our customer service?

    Condition: Shown to customers who contacted service

    Open answer

Overall Satisfaction

  1. How satisfied are you with the value for money of our products?

    Choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied

  2. How frequently do you buy from our store?

    Choose one:

    • This was my first purchase
    • Monthly or more often
    • Every few months
    • About twice a year
    • Once a year or less

  3. Did you find everything you were looking for?

    Choose one:

    • Yes
    • No

  4. Do you have any other comments or ideas for us?

    Open answer