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Questionnaire template

Online Store Satisfaction

Measures online store customers' satisfaction with browsing, checkout, delivery, product accuracy, support and overall experience.

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Market Research · Online research. All Market Research templates

Questions in this template

Your Order

  1. Thank you for shopping with us. Please answer with your most recent order in mind; it takes about five minutes.

  2. When did you place your most recent order with us?

    Choose one:

    • Within the past week
    • 1 to 4 weeks ago
    • 1 to 3 months ago
    • More than 3 months ago

  3. How did you place that order?

    Choose one:

    • Smartphone browser
    • Tablet
    • Laptop or desktop computer
    • Our mobile app

  4. Was this your first order with us?

    Choose one:

    • Yes, my first order
    • No, I have ordered before

Shopping and Checkout

  1. How satisfied were you with each of the following?

    • Finding the products you wanted
    • Product descriptions and photos
    • Prices
    • Range of products
    • Checkout and payment

    For each row: choose one:

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

  2. Did you have any problems while paying or checking out?

    Choose one:

    • Yes
    • No

  3. What went wrong at checkout?

    Condition: Shown when a checkout problem was reported

    Open answer

Delivery and Service

  1. When did your order arrive?

    Choose one:

    • Earlier than expected
    • On time
    • Later than expected
    • It has not arrived yet

  2. Did the items match how they were described on the website?

    Condition: Shown when the order has arrived

    Choose one:

    • Yes, fully
    • Partly
    • No

  3. Did you contact our customer service about this order?

    Choose one:

    • Yes
    • No

  4. How satisfied were you with customer service?

    Condition: Shown to those who contacted customer service

    Choose one:

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

Overall

  1. Overall, how satisfied are you with your shopping experience with us?

    Choose one:

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

  2. How likely are you to recommend our store to a friend?

    Choose one:

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

  3. What one thing should we improve first?

    Open answer