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Ecommerce Checkout & Payment UX Survey Template

Identify friction in ecommerce cart, checkout, and payment to cut cart abandonment. Capture post-purchase feedback and boost conversions.

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

Sample Survey Items

Q1
Multiple Choice
When was your most recent online retail purchase?
  • Within the last 7 days
  • 8–30 days ago
  • 1–3 months ago
  • More than 3 months ago
  • Can't recall
Q2
Long Text
If it was 3+ months ago or you can’t recall, briefly describe the last checkout you remember and any issues you noticed.
Max 600 chars
Q3
Multiple Choice
Which device did you use for that checkout?
  • Mobile app
  • Mobile web browser
  • Desktop/laptop browser
  • Tablet
Q4
Multiple Choice
How did you proceed through checkout?
  • Guest checkout
  • Logged into an existing account
  • Created a new account during checkout
  • Used social login (e.g., Google, Apple, Facebook)
Q5
Opinion Scale
Overall, how easy was the checkout process?
Range: 1 – 10
Min: Very difficultMid: NeutralMax: Very easy
Q6
Multiple Choice
Did you encounter any issues during checkout?
  • Yes
  • Minor friction but completed
  • No issues
Q7
Multiple Choice
Which issues did you face? Select all that apply.
  • Promo code not accepted or unclear
  • Address validation errors
  • Shipping options unclear
  • Unexpected delivery costs
  • Form field errors (e.g., formatting, required fields)
  • Payment method declined
  • Slow pages or timeouts
  • Confusing order summary
  • Surprising taxes/fees
Q8
Rating
Rate the speed of the checkout pages.
Scale: 11 (star)
Min: Very slowMax: Very fast
Q9
Matrix
How easy or hard were these checkout steps?
RowsVery easyEasyNeutralHardVery hard
Shipping address entry•••••
Billing address entry•••••
Choosing shipping method•••••
Applying a promo code•••••
Account login/creation•••••
Reviewing order summary•••••
Q10
Multiple Choice
In the last 3 months, did you abandon a cart before paying on a retail site?
  • Yes
  • No
  • Not sure
Q11
Ranking
If yes, rank the top reasons you abandoned (drag to reorder).
Drag to order (top = most important)
  1. Extra costs at checkout (shipping/taxes/fees)
  2. Forced account creation
  3. Payment was declined or failed
  4. Delivery date was too slow
  5. Checkout felt too long/complicated
  6. Security or trust concerns
  7. Promo code didn’t work
Q12
Multiple Choice
Which payment method(s) did you use on your most recent purchase?
  • Credit/debit card
  • PayPal
  • Apple Pay
  • Google Pay
  • Shop Pay
  • Buy now, pay later (e.g., Affirm, Klarna, Afterpay)
  • Store gift card/certificate
  • Cash on delivery
Q13
Opinion Scale
I felt secure and informed while entering payment details.
Range: 1 – 10
Min: Strongly disagreeMid: NeutralMax: Strongly agree
Q14
Opinion Scale
Entering payment and billing information was…
Range: 1 – 10
Min: Very difficultMid: NeutralMax: Very easy
Q15
Multiple Choice
Attention check: To confirm you’re paying attention, please select “Yes.”
  • Yes
  • No
Q16
Short Text
What was the most frustrating part of checkout, if any?
Max 100 chars
Q17
Multiple Choice
Which improvements would most help you complete checkout next time? Select up to 3.
  • Address auto-fill
  • Clear shipping costs earlier
  • Guest checkout availability
  • Saved payment methods
  • Express checkout buttons (e.g., Apple Pay, PayPal)
  • Better promo code handling
  • Clearer order summary
  • Live chat or help during checkout
Q18
Dropdown
Age
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q19
Multiple Choice
Gender
  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q20
Dropdown
Region
  • North America
  • Europe
  • Latin America
  • Asia
  • Middle East & North Africa
  • Sub-Saharan Africa
  • Oceania
  • Prefer not to say
Q21
Multiple Choice
Highest level of education completed
  • Some high school or less
  • High school diploma or equivalent
  • Some college or technical training
  • Bachelor’s degree
  • Graduate or professional degree
  • Prefer not to say
Q22
Multiple Choice
Current employment status
  • Employed full-time
  • Employed part-time
  • Self-employed
  • Student
  • Homemaker/caregiver
  • Unemployed
  • Retired
  • Prefer not to say
Q23
Chat Message
Welcome! This brief survey asks about your latest online checkout and payment experience. It should take about 5–7 minutes. There are no right or wrong answers—thanks for your honest feedback.
Q24
Long Text
Is there anything else you’d like to share about your checkout or payment experience?
Max 600 chars
Q25
AI Interview
AI Interview: 2 Follow-up Questions on Checkout & Payment
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q26
Chat Message
Thanks for your time—your feedback will help improve online checkout and payment experiences.

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