Did you encounter any errors, glitches, or confusing messages in the last 30 days? Select all that apply.
None of the above
In-store (e.g., self-checkout, price scanner)
Website
Mobile app
During payment/checkout
Customer service/chat
Q8
Long Text
Please describe one issue you experienced (if any) and what you tried to do next.
Max 600 chars
Q9
Rating
When something went wrong, how clear was the guidance to fix it? (Skip if not applicable.)
Scale: 11 (star)
Min: UnclearMax: Very clear
Q10
Multiple Choice
How did you try to resolve issues? Select all that apply.
Retried the action
Tried a different device/browser/register
Asked a staff member
Used help center or chat
Waited and tried later
Abandoned the purchase
Not applicable (no issues)
Other
Q11
Multiple Choice
Which security or anti-theft measures did you notice in the last 30 days? Select all that apply.
None of the above
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
Q12
Opinion Scale
Overall, how did these measures affect your shopping experience in the last 30 days?
Range: 1 – 10
Min: Hurt a lotMid: No impactMax: Helped a lot
Q13
Multiple Choice
Which, if any, caused the most friction for you? Select all that apply.
None of the above
Waiting for a case to be unlocked
Staff unavailable to unlock items
False alarm at exit
Item unavailable due to theft/shrink
Extra ID or receipt checks
Limits on quantities per purchase
Q14
Dropdown
In the last 30 days, how often were items you wanted out of stock at this retailer?
Never
Rarely
Sometimes
Often
Always
Q15
Rating
How much do you trust that prices and promotions will ring up correctly?
Scale: 11 (star)
Min: Low trustMax: High trust
Q16
Multiple Choice
Attention check: To confirm you are paying attention, please select "Often" below.
Never
Rarely
Sometimes
Often
Q17
Multiple Choice
Where do you mainly shop with this retailer?
United States
Canada
United Kingdom
Australia
European Union
Other
Q18
Multiple Choice
What is your age?
18-24
25-34
35-44
45-54
55-64
65+
Prefer not to say
Q19
Multiple Choice
What is your gender?
Woman
Man
Non-binary
Prefer not to say
Q20
Multiple Choice
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
Q21
Multiple Choice
What is your current employment status?
Employed full-time
Employed part-time
Self-employed
Student
Unemployed
Retired
Homemaker/caregiver
Prefer not to say
Q22
Long Text
What one change would most improve ease of use for you?
Max 600 chars
Q23
AI Interview
AI Interview: 2 Follow-up Questions on your shopping experience
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q24
Chat Message
Thank you for completing the survey! Your feedback helps us improve.
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