Order Pickup Experience CSAT Survey (BOPIS & Curbside)

Welcome! This short survey asks about your recent order pickup experiences — including buy-online-pick-up-in-store (BOPIS), curbside, locker, and ship-to-store options. It takes approximately 10 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported in aggregate only. Thank you for sharing your feedback.

Which of the following order pickup methods have you used in the last 3 months? Select all that apply.

• Buy online, pick up in-store (BOPIS)
• Curbside pickup
• Locker pickup
• Ship-to-store counter
• None in the last 3 months

When did you most recently pick up an order using any of the methods you selected?

• Within the last 7 days
• 8–30 days ago
• 1–3 months ago

Overall, how easy was your most recent order pickup experience?

Thinking about your pickup orders in the last 3 months, how reliable was the overall process (e.g., items ready, correct order, on-time availability)?

Typically, how long do you wait after arriving at the pickup location before receiving your order?

• Under 2 minutes
• 2–5 minutes
• 6–10 minutes
• 11–15 minutes
• 16–30 minutes
• Over 30 minutes
• Not sure / varies

I received clear instructions on where and when to pick up my order.

The check-in process (via app, website, or in person) was straightforward.

Staff were helpful and attentive during the pickup process.

My order was complete and accurate when I received it.

Which issues, if any, have you experienced with order pickup in the last 3 months? Select all that apply.

• Order not ready on arrival
• Long wait time after check-in
• Missing or incorrect items
• App or website check-in problems
• Couldn't reach staff / no response
• Parking or pickup area difficulties
• Safety or traffic concerns
• Store hours or pickup window mismatch
• No issues in the last 3 months

Please rank the following pickup features from most important to least important to you.

1. Fast handoff once I arrive
2. Clear pickup instructions and signage
3. Real-time order status and readiness updates
4. Accurate items and substitutions
5. Friendly, proactive staff
6. Designated parking or pickup spaces

How satisfied were you with your most recent order pickup experience overall?

How likely are you to choose order pickup (instead of home delivery) for your next eligible purchase?

If you could change one thing to improve the order pickup experience, what would it be?

Based on your survey responses, we'd like to understand your pickup experiences in a bit more depth. Please share any additional thoughts, and our AI moderator will ask a couple of brief follow-up questions.

What is your age?

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

How do you describe your gender?

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

In which country do you currently reside?

• United States
• Canada
• United Kingdom
• Australia
• India
• Other

Thank you for completing this survey! Your feedback will directly help improve order pickup services. Your responses are confidential and will be reported in aggregate only.