E-Commerce Power User Retention & Churn Survey

Welcome! Thank you for taking part in this survey about your online shopping experience with us. This survey is voluntary and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. Your responses will be kept confidential and reported only in aggregate. The survey takes approximately 6–8 minutes to complete.

Have you made at least 3 purchases with us in the past 3 months?

• Yes
• No

How long have you had an account with us?

• Less than 3 months
• 3–11 months
• 1–2 years
• 3+ years

Please rank the following activities from most frequent (top) to least frequent (bottom) based on your behavior in the past 30 days.

1. Browsed or compared products
2. Completed a purchase
3. Used search or filters to find items
4. Checked order or delivery status
5. Read product reviews or ratings
6. Used a coupon, deal, or loyalty reward

Please rank the following from most important (top) to least important (bottom) in keeping you coming back to shop with us.

1. Competitive prices
2. Fast or free shipping
3. Wide product selection
4. Easy returns and refunds
5. Personalized recommendations
6. Loyalty rewards or exclusive discounts

How likely are you to continue shopping with us over the next 3 months?

We'd like to understand more about what keeps you coming back—and what might cause you to shop elsewhere. Please share your thoughts and our AI moderator will ask a few follow-up questions.

Which age range best describes you?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65 or older
• Prefer not to say

Thank you for completing this survey. Your responses will be used in aggregate to improve our shopping experience. We appreciate your time!

Across all online retailers, approximately how often do you shop online?

• Daily
• A few times per week
• About once per week
• A few times per month
• About once per month or less

Which of the following features did you use most in the last 30 days?

• Price alerts or back-in-stock notifications
• Guest checkout
• Live chat or customer support
• Store pickup or same-day delivery
• None of these
• Other (please specify)

If you received alerts or notifications from us in the last 30 days, how helpful were they?

How likely are you to recommend us to a friend or colleague?

Based on your responses in this survey, is there anything else you would like to share about your experience shopping with us?

What is your gender identity?

• Woman
• Man
• Non-binary
• Prefer to self-describe
• Prefer not to say

Which platform do you use most often to shop with us?

• Mobile app
• Mobile web browser
• Desktop website
• Tablet app
• Other (please specify)

Thinking about the last 7 days, describe a moment that stood out in your experience shopping with us—positive or negative.

In a typical month, about how many orders do you place with us?

• 1 order
• 2–3 orders
• 4–5 orders
• 6–9 orders
• 10 or more orders

In which country do you currently reside?

• United States
• Canada
• United Kingdom
• Australia
• India
• Germany
• France
• Brazil
• Other (please specify)

In the past 30 days, approximately how many times did you visit our site or app?

• 1–3 visits
• 4–9 visits
• 10–19 visits
• 20 or more visits

In the last 3 months, have you recommended us to a friend, family member, or colleague?

• Yes
• No

What is the single most important change we could make to keep you shopping with us?