Retail Returns Experience & Satisfaction Survey

Welcome to this survey about your recent retail return or exchange experience. This survey takes approximately 10 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 only in aggregate. Your feedback will be used to improve retail returns policies and processes. Please click 'Next' to begin.

When was your most recent retail return or exchange?

• Within the last 30 days
• 31–90 days ago
• 3–6 months ago
• 7–12 months ago
• I have not made a return in the past 12 months

Thinking about your most recent return, how easy or difficult was it to find the return policy and determine your eligibility?

Overall, how satisfied or dissatisfied are you with your most recent return experience?

Please rank the following factors from most important to least important to you when making a return.

1. Speed of receiving my refund or replacement
2. Ease and simplicity of the process
3. No out-of-pocket return costs
4. Clear communication and status updates
5. Flexible return window (time allowed to return)

Based on your most recent return experience, what one change would most improve the returns process for you?

What is your age group?

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

Thank you for completing this survey! Your feedback will be used to improve the retail returns experience. Your responses are confidential and will be reported only in aggregate.

How did you complete your most recent return?

• In-store return counter
• Carrier drop-off location (e.g., UPS, FedEx)
• Courier home pickup
• Parcel locker or kiosk
• Mailed directly to the retailer
• Other (please specify)

How easy or difficult was it to initiate the return (e.g., requesting a return label or authorization)?

How satisfied were you with the speed of your refund or exchange?

We'd like to explore your returns experience in a bit more depth. Please share what stood out to you — positively or negatively — about your most recent return.

Which gender do you identify with?

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

What type of product did you return? Select all that apply.

• Clothing or shoes
• Electronics or appliances
• Home goods or furniture
• Beauty or personal care
• Food or beverages
• Books, media, or toys
• Other (please specify)

How easy or difficult was it to package and prepare the item for return?

Overall, how fair or unfair did the returns process feel?

Where do you currently live?

• United States
• Canada
• United Kingdom
• European Union
• Australia or New Zealand
• India
• Other

How easy or difficult was it to drop off or ship the return?

Based on your returns experience, how likely are you to purchase from this retailer again?

Approximately how many days passed from when you dropped off or shipped your return to when you received your refund or replacement?

• Same day
• 1–3 days
• 4–7 days
• 8–14 days
• 15–30 days
• More than 30 days
• I have not yet received it
• Not sure

Compared with other retailers you have returned items to, how would you rate this retailer's returns process?

Which of the following costs, if any, did you personally pay for this return? Select all that apply.

• No out-of-pocket cost
• Return shipping fee
• Restocking fee
• Packaging or materials
• Transportation or parking to store
• Other (please specify)