E-commerce Win-Loss & Competitive Gap Survey

Welcome to our shopping experience survey. We're conducting this research to understand how we can better serve you. This survey takes approximately 6–8 minutes to complete. Your participation is completely voluntary and you may stop at any time. There are no right or wrong answers — we're simply interested in your honest opinions. All responses are confidential and will be reported only in aggregate. Your individual answers will not be linked to your identity. Please click 'Next' to begin.

In the past 3 months, approximately how many orders have you placed with us?

• 10+ orders
• 5–9 orders
• 2–4 orders
• 1 order
• 0 orders

Thinking about the last time you shopped with us in the past 30 days, what was the outcome?

• Completed a purchase with us
• Compared options then purchased with us later
• Purchased from another retailer
• Decided not to buy at all
• Could not find the right item

Which other retailers did you seriously consider for that purchase? (Select all that apply)

• Amazon
• Walmart
• Target
• eBay
• Brand website (manufacturer direct)
• Another online marketplace
• Social commerce (e.g., Instagram, TikTok Shop)
• I did not consider other retailers

Where does our shopping experience most need improvement? (Select all that apply)

• Search relevance
• Filter and sort options
• Stock availability
• Price competitiveness
• Fees or shipping costs
• Delivery speed
• Product details and images
• Review quality and quantity
• Checkout friction
• Returns process
• Customer support responsiveness
• Loyalty or rewards value

Based on your responses in this survey, please share any additional thoughts about your shopping experience with us — what we do well, where we fall short, or what would make you more likely to choose us.

What is your age?

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

Thank you for completing this survey — your feedback directly helps us improve your shopping experience!

Which of the following factors most influenced that outcome? (Select up to 3)

• Price / total cost
• Product availability
• Delivery speed or options
• Delivery cost
• Promotions or discounts
• Product information and reviews
• Checkout ease
• Returns and policies
• Customer support
• Trust and safety
• Past experience with us
• Other

Of those, which was the single strongest alternative to us?

• Amazon
• Walmart
• Target
• eBay
• Brand website (manufacturer direct)
• Another online marketplace
• Social commerce (e.g., Instagram, TikTok Shop)
• Other

Rank these potential improvements in order of how much they would increase your likelihood of purchasing with us. (Drag to rank your top 3)

1. Lower total cost (including shipping)
2. Faster delivery options
3. Better search and filters
4. Clearer product info and visuals
5. Smoother checkout
6. Stronger loyalty or rewards program

We'd love to understand your experience in more depth. An AI moderator will ask a couple of follow-up questions based on your earlier responses.

In which region do you primarily live?

• United States
• Canada
• United Kingdom
• European Union
• Australia / New Zealand
• India
• Latin America
• Middle East / Africa
• East / Southeast Asia
• Other

How satisfied are you with that shopping outcome?

Please name the other retailer you considered.

How likely are you to choose us the next time you need to make a similar purchase?

What is your gender identity?

• Woman
• Man
• Non-binary
• Prefer to self-describe
• Prefer not to say

In which of the following areas did that retailer outperform us? (Select all that apply)

• Lower prices or better value
• Wider product selection
• Faster delivery
• Lower shipping costs
• Better product information and images
• Easier checkout process
• Better customer reviews
• Stronger return or refund policies
• More responsive customer support
• Better loyalty or rewards program
• Greater overall trust
• None — we outperformed them overall

If you prefer to self-describe your gender, please enter it here.

What is your total annual household income (USD)?

• Under $25,000
• $25,000–$49,999
• $50,000–$99,999
• $100,000–$149,999
• $150,000–$199,999
• $200,000+
• Prefer not to say

What device do you most often use to shop with us?

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