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すべてのテンプレート
Customer Experience

Post-Purchase Delivery & Returns Experience Survey

Measures customer satisfaction with delivery speed, order communication, and returns/refund processes. Designed for ecommerce teams seeking actionable CX insights to reduce friction and increase repurchase intent.

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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19問・約9分
Q01
メッセージ

Welcome, and thank you for participating! This brief survey asks about your recent delivery and returns experience and should take approximately 9 minutes. 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.

Q02
プルダウン

When was your most recent purchase with us?

  • Within the last 7 days
  • 8–14 days ago
  • 15–30 days ago
  • 31–60 days ago
  • 61–90 days ago
  • More than 90 days ago
Q03
評価スケール

How would you rate the delivery speed for your most recent order?

範囲: 1 – 5
最小:Poor最大:Excellent
Q04
選択式

Which communication channels did you receive or use for this order? (Select all that apply.)

  • Email
  • SMS/text
  • Mobile app notifications
  • Live chat
  • Phone call
  • Order tracking page
  • None of the above
Q05
選択式

Did you initiate a return for this order?

  • Yes
  • No
Q06
評価スケール

Overall, how satisfied were you with this purchase experience?

範囲: 1 – 5
最小:Poor最大:Excellent
Q07
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
Q08
メッセージ

Thank you for your time — your feedback directly helps us improve your future experience!

Q09
プルダウン

Approximately how many orders have you placed with us in the past 12 months?

  • This was my first order
  • 2–3 orders
  • 4–6 orders
  • 7–10 orders
  • More than 10 orders
Q10
オピニオンスケール

Compared with your expectations, the delivery speed was…

スケール: 1 – 7
最小:Much slower than expected最大:Much faster than expected
Q11
オピニオンスケール

How would you rate the timeliness of communications about your order (e.g., shipping confirmation, delivery updates)?

スケール: 1 – 7
最小:Extremely poor最大:Excellent
Q12
オピニオンスケール

How easy or difficult was the return process?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q13
オピニオンスケール

How likely are you to recommend us to a friend or colleague based on this experience?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q14
選択式

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q15
オピニオンスケール

How would you rate the clarity and helpfulness of the communications you received?

スケール: 1 – 7
最小:Extremely poor最大:Excellent
Q16
プルダウン

How quickly did you receive your refund after the return was processed?

  • Same day
  • 1–3 days
  • 4–7 days
  • 8–14 days
  • More than 14 days
  • Refund not yet received
Q17
AIインタビュー

We'd love to understand your experience in more detail. Please share what stood out most — positively or negatively — about your delivery, communication, or returns experience.

Q18
プルダウン

Where do you currently live?

  • United States
  • Canada
  • United Kingdom
  • Australia
  • India
  • Germany
  • Other country
  • Prefer not to say
Q19
自由回答（長文）

Based on your responses in this survey, what is the single most important improvement we could make to your delivery and post-purchase experience?

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

  • Includes a dedicated AI follow-up interview question that lets respondents describe their delivery/returns experience in their own words, with adaptive probing beyond fixed scales
  • Covers the full post-purchase journey in one flow: delivery speed and expectations, communication channels/timeliness/clarity, and ease of the returns and refund process
  • Includes an NPS-style recommendation question plus an open-text 'single most important improvement' question, giving both quantifiable and actionable qualitative signal
  • Captures demographic segmentation (age, gender, location) alongside purchase frequency, enabling cross-cuts on satisfaction and repurchase intent

QuestionPro

Customer satisfaction survey questions | Customer satisfaction survey example

This is a general customer satisfaction survey template with example questions and guidance, not one built specifically around delivery timeliness and returns/refunds. It's fielding-ready as a generic CSAT instrument, but ecommerce teams would need to adapt or add questions to cover order communication and return experience in depth.

優れている点

  • Established survey platform with a broad template library and example question sets
  • Provides guidance/context alongside the template, useful for teams new to CSAT design
  • Likely supports standard question types (rating, multiple choice, open text) for quick deployment

物足りない点

  • Static question set with no adaptive AI follow-up to probe why a customer rated something poorly
  • No voice AI interview or guided screen-share task option for richer experience capture
  • No visible automated per-response quality scoring or transparent prompt/methodology disclosure

よくあるご質問

「Post-Purchase Delivery & Returns 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19問含まれており、最初の設問は次のとおりです：「Welcome, and thank you for participating! This brief survey asks about your recent delivery and returns experience and s…」・「When was your most recent purchase with us?」・「How would you rate the delivery speed for your most recent order?」。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、19問を約9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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