E-Commerce Last-Visit Session Diagnostic Survey

Welcome! This survey asks about your most recent visit to our online store. It should take about 5–7 minutes to complete. Your responses are confidential and will be reported only in aggregate to help us improve the shopping experience. Participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers—we're simply interested in your honest experience. Please think about what you actually did during your last visit, not what you think you should have done.

Have you visited our online store in the past 14 days?

• Yes
• No

When was your most recent visit to our site?

• Within the last 24 hours
• 2–3 days ago
• 4–7 days ago
• 8–14 days ago

What did you try to do during that session? Select all that apply.

• Browse categories
• Search for a specific item
• Compare products
• Read reviews or Q&A
• Look for a deal or promo
• Add items to cart
• Complete a purchase
• Check order status
• Start a return or exchange
• Manage account or settings
• Contact support
• Other

Which parts, if any, took longer than you expected? Select all that apply.

• Finding a suitable product
• Comparing options
• Understanding pricing or fees
• Applying a promo or discount
• Signing in or resetting password
• Payment or verification
• Choosing delivery or pickup
• Site or app speed and reliability
• Nothing took longer than expected

Based on what you've shared, is there anything else about that session you'd like to tell us about? We may ask a follow-up question or two.

What is your age?

• Under 18
• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thank you for your time — your feedback directly helps us improve your shopping experience.

Which device did you primarily use during that session?

• Mobile app
• Mobile web browser
• Desktop or laptop
• Tablet
• Other

Which of the following steps did you actually complete during that session? Select all that apply.

• Used search
• Used filters or sorting
• Read product details
• Read reviews or Q&A
• Added item(s) to cart
• Applied a promo code
• Chose delivery or pickup method
• Paid and confirmed an order
• Tracked an order
• Started a return or exchange
• Contacted support
• None of the above

How easy or difficult was it to find what you were looking for?

Where do you currently live?

• United States
• Canada
• United Kingdom
• Australia
• European Union
• Other
• Prefer not to say

Approximately how long was that session from start to finish?

• Less than 5 minutes
• 5–15 minutes
• 16–30 minutes
• 31–60 minutes
• More than 60 minutes
• Not sure

How easy or difficult was the checkout and payment process?

How do you describe your gender? Select all that apply.

• Woman
• Man
• Non-binary
• Another identity
• Prefer not to say

Overall, how easy or difficult was it to navigate the site or app during that session?

How successful was that session at achieving what you set out to do?

Did anything prevent you from finishing everything you wanted to do? Select all that apply.

• Couldn't find the right item
• Item was out of stock or unavailable
• Price was higher than expected
• Shipping cost or delivery time was unacceptable
• Payment or verification issue
• Promo code didn't work
• Account or sign-in issue
• Site or app crash or error
• Decided to come back later
• Nothing prevented me
• Other

If you compared products or made a purchase during that session, rank the following factors by how much they influenced your decision, from most to least important.

1. Total price
2. Delivery speed
3. Product reviews and ratings
4. Brand or seller
5. Return policy
6. Product details and photos