Q01
Long Text
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Retail Customer Experience & Friction Assessment
Measures omnichannel shopping ease, issue recovery effectiveness, and security-measure friction for retail customers who shopped in the last 30 days. Includes NPS benchmarking and qualitative follow-up.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
29 questions · ~4 min
Q02
Multiple Choice
Have you made a purchase or shopping visit with this retailer in the last 30 days?
Q03
Multiple Choice
How did you shop with this retailer in the last 30 days? Select all that apply.
Q04
Long Text
Rank these shopping tasks by importance to you (1 = most important).
Q05
Multiple Choice
Did you experience any of the following issues in the last 30 days? Select all that apply.
Q06
Long Text
We'd now like to ask about security and anti-theft measures you may have noticed while shopping in-store.
Q07
Long Text
Overall, how satisfied are you with your shopping experience at this retailer over the last 30 days?
Q08
Long Text
Based on your responses in this survey, what one change would most improve your experience with this retailer?
Q09
Long Text
In which region do you primarily shop with this retailer?
Q10
Long Text
Thank you for completing this survey! Your responses are confidential and will be used to improve the shopping experience. You may now close this window.
Q11
Long Text
Approximately how many shopping visits or orders did you make with this retailer in the last 30 days?
Q12
Long Text
Overall, how easy or difficult was it to shop with this retailer in the last 30 days?
Q13
Long Text
Please briefly describe the issue you experienced and what you tried to do next.
Q14
Multiple Choice
Which security or anti-theft measures, if any, did you notice while shopping in-store in the last 30 days? Select all that apply.
Q15
Long Text
How likely are you to recommend this retailer to a friend or colleague?
Q16
AI Interview
Thank you for your feedback so far. We'd like to ask a few brief follow-up questions to better understand your shopping experience.
Q17
Long Text
What is your age?
Q18
Long Text
If you shopped online or used a digital service, which device did you use most in the last 30 days?
Q19
Long Text
How easy was it to find the products you were looking for?
Q20
Long Text
When something went wrong, how clear was the guidance or information provided to help you resolve it?
Q21
Long Text
Overall, how did these security measures affect your shopping experience?
Q22
Long Text
What is your gender?
Q23
Long Text
How easy was the checkout and payment process?
Q24
Multiple Choice
How did you try to resolve the issue? Select all that apply.
Q25
Multiple Choice
Which of these security measures, if any, caused friction during your shopping experience? Select all that apply.
Q26
Long Text
What is the highest level of education you have completed?
Q27
Long Text
How satisfied were you with the helpfulness of staff during your visit?
Q28
Long Text
In the last 30 days, how often were items you wanted out of stock at this retailer?
Q29
Long Text
How confident are you that prices and promotions ring up correctly at this retailer?
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.