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모든 템플릿

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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샘플 질문

템플릿에 포함된 내용을 미리 확인해 보세요. 모든 질문은 설문 공개 전에 자유롭게 수정할 수 있습니다.

질문 19개 · 약 9분
Q01
메시지

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
드롭다운

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
평점 척도

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

범위: 1 – 5
최소:Poor최대:Excellent
Q04
객관식

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
객관식

Did you initiate a return for this order?

  • Yes
  • No
Q06
평점 척도

Overall, how satisfied were you with this purchase experience?

범위: 1 – 5
최소:Poor최대:Excellent
Q07
드롭다운

What is your age group?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q08
메시지

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

Q09
드롭다운

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
의견 척도

Compared with your expectations, the delivery speed was…

척도: 1 – 7
최소:Much slower than expected최대:Much faster than expected
Q11
의견 척도

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

척도: 1 – 7
최소:Extremely poor최대:Excellent
Q12
의견 척도

How easy or difficult was the return process?

척도: 1 – 7
최소:Very difficult최대:Very easy
Q13
의견 척도

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

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q14
객관식

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q15
의견 척도

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

척도: 1 – 7
최소:Extremely poor최대:Excellent
Q16
드롭다운

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 인터뷰

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
드롭다운

Where do you currently live?

  • United States
  • Canada
  • United Kingdom
  • Australia
  • India
  • Germany
  • Other country
  • Prefer not to say
Q19
장문형

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

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

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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

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