QuestionPunkQuestionPunk
無料で始める
すべてのテンプレート
Customer Experience

Post-Purchase Shopping Experience & CSAT Survey

Measures overall satisfaction, Net Promoter Score, and key experience drivers across the end-to-end shopping journey. Designed for retail and ecommerce teams seeking actionable insights on product, delivery, checkout, and support touchpoints.

このテンプレートを使うほかのテンプレートを見る

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26問・約11分
Q01
メッセージ

Welcome, and thank you for agreeing to share your feedback. This short survey asks about your most recent shopping experience with us. It should take approximately 12 minutes to complete. There are no right or wrong answers—we are interested in your honest opinions. Your responses are confidential, will be reported in aggregate, and will be used internally to improve our products and services. Participation is voluntary, and you may stop at any time.

Q02
プルダウン

When did you place your most recent order with us?

  • 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

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

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q04
メッセージ

The following questions ask you to rate specific parts of your recent order. Please indicate your level of satisfaction with each.

Q05
選択式

Did you experience any problems with this order?

  • Yes
  • No
Q06
選択式

Did you contact customer support about this order?

  • Yes
  • No
Q07
AIインタビュー

Based on your responses in this survey, is there anything else you'd like to share about your recent shopping experience? We may ask a follow-up question or two to better understand your perspective.

Q08
プルダウン

What is your age range?

  • 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 are confidential and will help us improve your future shopping experience.

Q10
選択式

How did you place that order?

  • Website on desktop
  • Website on mobile browser
  • Mobile app
  • Marketplace (e.g., Amazon)
  • Social media shop
  • In-store
  • Phone
  • Other (please specify)
Q11
オピニオンスケール

How likely is it that you would recommend us to a friend or colleague?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q12
オピニオンスケール

How satisfied were you with the product selection and availability?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q13
選択式

Which of the following issues did you experience? Select all that apply.

  • Delivery delay
  • Damaged or incorrect item
  • Order canceled or out-of-stock after purchase
  • Payment or checkout problem
  • Promo code or pricing issue
  • Website or app bug
  • Customer service problem
  • Other (please specify)
Q14
選択式

Which support channel did you use?

  • Live chat
  • Email
  • Phone
  • In-app support
  • Social media
  • Other (please specify)
Q15
選択式

What is your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer to self-describe
  • Prefer not to say
Q16
オピニオンスケール

How likely are you to shop with us again?

スケール: 1 – 7
最小:Very unlikely最大:Very likely
Q17
オピニオンスケール

How satisfied were you with the pricing and value for money?

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

How much did this issue affect your overall experience?

スケール: 1 – 7
最小:No impact at all最大:Extremely severe impact
Q19
オピニオンスケール

How satisfied were you with the customer support you received?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q20
プルダウン

In which country or region do you currently reside?

  • United States
  • Canada
  • United Kingdom
  • Australia
  • Western Europe
  • Eastern Europe
  • Latin America
  • Asia-Pacific
  • Middle East & Africa
  • Other
  • Prefer not to say
Q21
オピニオンスケール

How satisfied were you with the ease of browsing and finding what you needed?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q22
オピニオンスケール

How satisfied were you with the checkout and payment process?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q23
オピニオンスケール

How satisfied were you with the delivery speed and reliability?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q24
オピニオンスケール

How satisfied were you with the quality of the item(s) you received?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q25
オピニオンスケール

How satisfied were you with order updates and communication (e.g., confirmation, tracking)?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q26
選択式

Which of the following had the greatest influence on your overall satisfaction with this order?

  • Product selection and availability
  • Pricing and value
  • Ease of browsing the website or app
  • Checkout and payment process
  • Delivery speed and reliability
  • Item quality
  • Order updates and communication
  • Other (please specify)

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 full post-purchase journey in one flow — product, pricing, browsing, checkout, delivery, and support satisfaction — rather than isolating a single metric.
  • Combines CSAT, NPS, and repurchase intent with driver-level ratings (e.g., delivery speed, order communication) so teams can see both the score and the 'why' behind it.
  • Includes branching problem-diagnosis questions (issue type, impact, support channel used) to pinpoint where experience breaks down, not just whether it did.
  • Closes with an AI follow-up interview that asks respondents to expand on their ratings in their own words, turning flat scale answers into explained, actionable feedback — something a static form can't do.

QuestionPro

Demographic and Retail Shopping Survey Template

This is a demographic-and-shopping-habits template focused on who shoppers are and general purchasing behavior, rather than a dedicated post-purchase CSAT/NPS instrument. It's positioned as a ready-to-use template but leans more toward profiling than journey-stage satisfaction diagnostics. Useful for segmentation research, less so for pinpointing checkout, delivery, or support pain points.

優れている点

  • Ready-to-field template with established survey-platform backing
  • Likely captures useful demographic segmentation alongside shopping habits
  • Familiar QuestionPro question library and reporting tools

物足りない点

  • Static question set with no adaptive follow-up probing on individual answers
  • No indication of per-response quality scoring or transparent prompt methodology
  • Not structured around specific post-purchase touchpoints (checkout, delivery, support) like a dedicated CSAT survey

SurveySparrow

Product Net Promoter Score (NPS) Template

This template is narrowly scoped to a single NPS question (plus likely a reason-for-score follow-up) for product feedback, not a full post-purchase experience audit. It's a solid, focused fielding-ready template for tracking loyalty over time, but it won't surface driver-level detail across checkout, delivery, or support. Teams using it would need separate instruments to diagnose where satisfaction is won or lost.

優れている点

  • Simple, fielding-ready NPS template that's fast for respondents to complete
  • Backed by SurveySparrow's chat-style survey format and dashboards
  • Good for lightweight, recurring loyalty tracking

物足りない点

  • Single-metric focus (NPS) with no coverage of product, delivery, checkout, or support satisfaction drivers
  • No adaptive AI interviewing to probe the reasons behind a given score
  • No published methodology for how any follow-up text responses are scored or analyzed

よくあるご質問

「Post-Purchase Shopping Experience & CSAT 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26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 agreeing to share your feedback. This short survey asks about your most recent shopping exper…」・「When did you place your most recent order with us?」・「Overall, how satisfied were you with your most recent shopping experience?」。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、26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

関連テンプレート

似たテーマのほかの調査もご覧ください。

すべて見る
Customer Experience

Customer & Prospect Journey Mapping Survey

Measures ease, satisfaction, and pain points across each stage of the customer and prospect journey. Designed for CX researchers seeking to identify drop-off risks, high-impact touchpoints, and conversion barriers.

テンプレートを見る
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.

テンプレートを見る
Customer Experience

Post-Purchase Delivery Experience & NPS Survey

Measures end-to-end delivery experience from order placement through last-mile handoff, capturing satisfaction, communication quality, issue incidence, and NPS for e-commerce and logistics teams.

テンプレートを見る
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.

テンプレートを見る
Customer Experience

Post-Support Interaction CSAT, CES & NPS Survey

Measures customer effort, satisfaction, and loyalty immediately after a support interaction. Designed for CX teams seeking actionable CSAT, CES, and NPS benchmarks in under 3 minutes.

テンプレートを見る
Customer Experience

Post-Support CSAT & Resolution Quality Survey

Measures customer satisfaction, resolution effectiveness, agent performance, and customer effort after a support interaction to identify actionable service improvements.

テンプレートを見る