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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.

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샘플 질문

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질문 26개 · 약 11분
Q01
메시지

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
드롭다운

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
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q04
메시지

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

Q05
객관식

Did you experience any problems with this order?

  • Yes
  • No
Q06
객관식

Did you contact customer support about this order?

  • Yes
  • No
Q07
AI 인터뷰

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
드롭다운

What is your age range?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q09
메시지

Thank you for taking the time to share your feedback. Your responses are confidential and will help us improve your future shopping experience.

Q10
객관식

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
의견 척도

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

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q12
의견 척도

How satisfied were you with the product selection and availability?

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q13
객관식

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
객관식

Which support channel did you use?

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

What is your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer to self-describe
  • Prefer not to say
Q16
의견 척도

How likely are you to shop with us again?

척도: 1 – 7
최소:Very unlikely최대:Very likely
Q17
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q18
의견 척도

How much did this issue affect your overall experience?

척도: 1 – 7
최소:No impact at all최대:Extremely severe impact
Q19
의견 척도

How satisfied were you with the customer support you received?

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q20
드롭다운

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
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q22
의견 척도

How satisfied were you with the checkout and payment process?

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q23
의견 척도

How satisfied were you with the delivery speed and reliability?

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q24
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q25
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q26
객관식

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)

포함된 기능

  • AI 후속 질문

    정형화된 설문이 놓치는 세부 내용을, 주관식 답변에 맞춰 AI가 심층 질문으로 끌어냅니다.

  • 주의력 확인 장치

    성의 없는 답변과 저품질 응답자를 걸러내는 내장 안전장치입니다.

  • AI가 작성한 문안

    문구, 질문 순서, 분기 로직까지 AI가 연구 목표에 맞춰 작성합니다.

  • 자동 리포트

    응답이 모이면 주요 주제, 인용문, 이해하기 쉬운 요약이 자동으로 작성됩니다.

다른 서비스와 비교

다른 설문 도구의 가장 유사한 템플릿을 검토했습니다. 그 도구들이 잘하는 점과, 이 템플릿이 한발 더 나아가는 지점을 정리했습니다.

이 템플릿을 선택하는 이유

  • 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.

잘하는 점

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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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

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