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.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
Smart Distribution
Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Template Overview
29
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
Welcome! This survey asks about your recent shopping experience with this retailer. It takes approximately 8–10 minutes to complete.
Your participation is 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.
By continuing, you agree to participate in this research.
Q2
Multiple Choice
Have you made a purchase or shopping visit with this retailer in the last 30 days?
Yes
No
Q3
Multiple Choice
How did you shop with this retailer in the last 30 days? Select all that apply.
In-store
Retailer website
Retailer mobile app
Curbside or in-store pickup
Self-checkout kiosk
Other (please specify)
Q4
Dropdown
Approximately how many shopping visits or orders did you make with this retailer in the last 30 days?
1
2–3
4–6
7–10
11 or more
Q5
Dropdown
If you shopped online or used a digital service, which device did you use most in the last 30 days?
iPhone
Android phone
Tablet
Laptop or desktop computer
Not applicable – I only shopped in-store
Other
Q6
Ranking
Rank these shopping tasks by importance to you (1 = most important).
Drag to order (top = most important)
Finding products
Comparing prices
Fast checkout
Payment options
Easy returns or exchanges
Q7
Opinion Scale
Overall, how easy or difficult was it to shop with this retailer in the last 30 days?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q8
Opinion Scale
How easy was it to find the products you were looking for?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q9
Opinion Scale
How easy was the checkout and payment process?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q10
Opinion Scale
How satisfied were you with the helpfulness of staff during your visit?
Range: 1 – 7
Min: Not at all satisfiedMid: NeutralMax: Extremely satisfied
Q11
Multiple Choice
Did you experience any of the following issues in the last 30 days? Select all that apply.
Please briefly describe the issue you experienced and what you tried to do next.
Max chars
Q13
Opinion Scale
When something went wrong, how clear was the guidance or information provided to help you resolve it?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q14
Multiple Choice
How did you try to resolve the issue? Select all that apply.
Retried the action
Tried a different device, browser, or register
Asked a staff member
Used help center or chat
Waited and tried later
Abandoned the purchase
Other (please specify)
Q15
Chat Message
We'd now like to ask about security and anti-theft measures you may have noticed while shopping in-store.
Q16
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.
Locked cases for products
Staff escort to retrieve items
Security tags on items
Alarms or gates at exits
Limits on self-checkout use
Receipt checks at exit
Cameras or prominent theft signage
None – I did not notice any
Q17
Opinion Scale
Overall, how did these security measures affect your shopping experience?
Range: 1 – 7
Min: Very negativelyMid: NeutralMax: Very positively
Q18
Multiple Choice
Which of these security measures, if any, caused friction during your shopping experience? Select all that apply.
Waiting for a case to be unlocked
Staff unavailable to unlock items
False alarm at exit
Item unavailable due to theft-related restrictions
Extra ID or receipt checks
Limits on quantities per purchase
None – no friction experienced
Q19
Dropdown
In the last 30 days, how often were items you wanted out of stock at this retailer?
Never
Rarely
Sometimes
Often
Always
Q20
Opinion Scale
How confident are you that prices and promotions ring up correctly at this retailer?
Range: 1 – 7
Min: Not at all confidentMid: NeutralMax: Extremely confident
Q21
Opinion Scale
Overall, how satisfied are you with your shopping experience at this retailer over the last 30 days?
Range: 1 – 7
Min: Not at all satisfiedMid: NeutralMax: Extremely satisfied
Q22
Opinion Scale
How likely are you to recommend this retailer to a friend or colleague?
Range: 0 – 10
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q23
Long Text
Based on your responses in this survey, what one change would most improve your experience with this retailer?
Max chars
Q24
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.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 7
Q25
Dropdown
In which region do you primarily shop with this retailer?
United States
Canada
United Kingdom
Australia
European Union
Other
Prefer not to say
Q26
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q27
Dropdown
What is your gender?
Woman
Man
Non-binary
Prefer not to say
Q28
Dropdown
What is the highest level of education you have completed?
Less than high school
High school or equivalent
Some college / no degree
2-year degree
4-year degree
Graduate or professional degree
Prefer not to say
Q29
Chat Message
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.
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