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Customer Experience

E-Commerce Post-Purchase Experience Survey

Measures customer satisfaction across the full post-purchase journey — checkout, shipping, delivery, and product quality — to identify friction points and drive retention improvements.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全24問・約11分
Q01
メッセージ

Thank you for agreeing to share your feedback. This short survey asks about your most recent shopping experience with us, covering checkout, delivery, and product quality. There are no right or wrong answers — we're interested in your honest opinions. Your responses are confidential and will be reported in aggregate to help us improve our service. Participation is voluntary and you may stop at any time. The survey takes approximately 11 minutes.

Q02
プルダウン

When was your most recent order placed?

  • Within the last 7 days
  • 8–14 days ago
  • 15–30 days ago
  • 31–60 days ago
  • More than 60 days ago
Q03
オピニオンスケール

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

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q04
選択式

Has your most recent order been delivered?

  • Yes, all items delivered
  • Yes, some items delivered (partial)
  • No, still in transit
Q05
オピニオンスケール

How would you rate the overall quality of the item(s) you received?

スケール: 1 – 5
最小:Very poor最大:Excellent
Q06
選択式

Which of the following improvements matter most to you? Please select up to 3.

  • Lower shipping costs
  • Faster delivery
  • More accurate delivery estimates
  • Better packaging quality
  • Clearer product descriptions and photos
  • Smoother checkout process
  • More responsive customer support
Q07
自由回答（長文）

Based on your responses, is there anything else you'd like to share about your recent shopping experience?

Q08
プルダウン

What is your age group?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q09
メッセージ

Thank you for taking the time to share your feedback — your responses will help us improve our products and service.

Q10
オピニオンスケール

Overall, how satisfied are you with your most recent shopping experience?

スケール: 1 – 7
最小:Not at all satisfied最大:Extremely satisfied
Q11
オピニオンスケール

How easy or difficult was it to navigate the website or app?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q12
オピニオンスケール

How clear were the tracking updates for this order?

スケール: 1 – 5
最小:Not at all clear最大:Extremely clear
Q13
選択式

Did you experience any product issues? Select all that apply.

  • No issues
  • Damaged item
  • Wrong item received
  • Quality below expectations
  • Missing parts or accessories
  • Other (please specify)
Q14
オピニオンスケール

How likely are you to purchase from us again in the next 3 months?

スケール: 1 – 7
最小:Very unlikely最大:Very likely
Q15
AIインタビュー

We'd like to learn a bit more about your experience. Our AI assistant will ask a couple of follow-up questions based on your responses.

Q16
選択式

Which best describes your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q17
オピニオンスケール

How easy or difficult was it to complete the checkout process?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q18
オピニオンスケール

How was the delivery speed compared with your expectations?

スケール: 1 – 7
最小:Much slower than expected最大:Much faster than expected
Q19
選択式

How was your product issue resolved?

  • Resolved with customer support
  • Resolved on my own (e.g., self-service return)
  • Received a refund or replacement
  • Still unresolved
  • Have not yet contacted support
  • Other (please specify)
Q20
オピニオンスケール

How likely are you to recommend us to a friend or colleague?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q21
プルダウン

In which country or region do you currently live?

  • United States
  • Canada
  • United Kingdom
  • Australia
  • Germany
  • France
  • Other (please specify)
Q22
選択式

During checkout, did you encounter any issues? Select all that apply.

  • Payment declined or failed
  • Promo code didn't work
  • Site errors or crashes
  • Unexpected fees or charges
  • Confusing payment options
  • Other (please specify)
  • No issues
Q23
オピニオンスケール

How accurate was the estimated delivery date you were given?

スケール: 1 – 5
最小:Not at all accurate最大:Extremely accurate
Q24
オピニオンスケール

What was the condition of the package when it arrived?

スケール: 1 – 5
最小:Very poor最大:Excellent

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Covers the entire post-purchase journey in one flow—checkout ease, tracking clarity, delivery speed/accuracy, package condition, and product quality—rather than a single generic satisfaction score
  • Pairs closed-ended opinion scales with an AI follow-up interview that can adaptively probe respondents about their experience, going beyond a static open-text box
  • Includes structured multiple-choice questions to pinpoint specific checkout issues and product problems (and how they were resolved), giving actionable friction-point data, not just sentiment
  • Built on QuestionPunk's transparent-prompt AI interviews and automated per-response quality scoring, with a free tier and $50/mo Business plan (no academic tier)

Jotform

200+ Customer Satisfaction Evaluation Forms

This is a template gallery/category page rather than a single fielding-ready survey, offering many generic satisfaction form starting points. It's useful for browsing form layouts and drag-and-drop customization but isn't purpose-built around the post-purchase journey. Some listed forms may only loosely touch on e-commerce delivery or product-quality specifics.

優れている点

  • Large selection of customizable form templates
  • Familiar drag-and-drop form builder for quick edits
  • Broad applicability across many business types

物足りない点

  • A form gallery, not a single validated post-purchase survey instrument
  • Static form fields only—no adaptive AI follow-up or voice interview capability
  • No automated per-response quality scoring or published prompt methodology

QuestionPro

Service Evaluation Survey Questions + Sample Questionnaire Template

A sample questionnaire focused on service evaluation, with sample questions that overlap with post-purchase satisfaction themes like support and resolution. It reads as a general service-quality template rather than one mapped specifically to checkout, shipping, and delivery stages. Good as a question-bank reference for service-related items.

優れている点

  • Sample questionnaire with ready-to-use service evaluation questions
  • Backed by an established survey research platform
  • Question set can be adapted to multiple service contexts

物足りない点

  • Not structured around the specific checkout-to-delivery-to-product journey
  • No adaptive AI interview or voice-based follow-up questioning
  • No transparent prompt/methodology disclosure or automated response quality scoring

SurveyMonkey

Customer Satisfaction Survey Template

A ready-to-field generic customer satisfaction template with standard rating-scale questions. It's easy to deploy quickly but is not tailored to e-commerce-specific stages like shipping accuracy or package condition. Best suited for broad satisfaction tracking rather than granular post-purchase diagnostics.

優れている点

  • Quick to deploy with a well-known, reliable survey platform
  • Clean rating-scale question format
  • Easy integration with existing SurveyMonkey workflows

物足りない点

  • Generic satisfaction focus, not mapped to e-commerce post-purchase stages
  • Static questions only—no adaptive AI or voice-based follow-up interviewing
  • No automated quality scoring of individual responses

SurveySparrow

FREE Customer Satisfaction Survey Template

A free, conversational-style satisfaction template that's easy to launch and customize. It covers general satisfaction well but doesn't specifically break out checkout, delivery accuracy, or product condition as separate measured stages. Its conversational UI is a plus for engagement, though it remains a fixed-question format.

優れている点

  • Free to use with a conversational, chat-like survey format
  • Simple setup for quick satisfaction tracking
  • Mobile-friendly presentation

物足りない点

  • Not structured to isolate post-purchase sub-stages like shipping vs. product quality
  • No adaptive AI-driven follow-up probing or voice interview option
  • No published prompt transparency or automated per-response scoring

よくあるご質問

「E-Commerce Post-Purchase Experience Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が24問含まれており、最初の設問は次のとおりです：「Thank you for agreeing to share your feedback. This short survey asks about your most recent shopping experience with us…」・「When was your most recent order placed?」・「How easy or difficult was it to find the products you were looking for?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、24問を約11分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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