Q01
Message
All templatesCustomer Experience
E-Commerce Post-Purchase Experience Survey
Measures customer satisfaction across the full post-purchase journey — checkout, shipping, delivery, and product quality — to identify friction points and drive retention improvements.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
24 questions · ~11 min
Q02
Dropdown
When was your most recent order placed?
- Within the last 7 days
- 8–14 days ago
- 15–30 days ago
- 31–60 days ago
- More than 60 days ago
Q03
Opinion Scale
How easy or difficult was it to find the products you were looking for?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q04
Multiple Choice
Has your most recent order been delivered?
- Yes, all items delivered
- Yes, some items delivered (partial)
- No, still in transit
Q05
Opinion Scale
How would you rate the overall quality of the item(s) you received?
Scale: 1 – 5
Min:Very poorMax:Excellent
Q06
Multiple Choice
Which of the following improvements matter most to you? Please select up to 3.
- Lower shipping costs
- Faster delivery
- More accurate delivery estimates
- Better packaging quality
- Clearer product descriptions and photos
- Smoother checkout process
- More responsive customer support
Q07
Long Text
Based on your responses, is there anything else you'd like to share about your recent shopping experience?
Q08
Dropdown
What is your age group?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q09
Message
Thank you for taking the time to share your feedback — your responses will help us improve our products and service.
Q10
Opinion Scale
Overall, how satisfied are you with your most recent shopping experience?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q11
Opinion Scale
How easy or difficult was it to navigate the website or app?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q12
Opinion Scale
How clear were the tracking updates for this order?
Scale: 1 – 5
Min:Not at all clearMax:Extremely clear
Q13
Multiple Choice
Did you experience any product issues? Select all that apply.
- No issues
- Damaged item
- Wrong item received
- Quality below expectations
- Missing parts or accessories
- Other (please specify)
Q14
Opinion Scale
How likely are you to purchase from us again in the next 3 months?
Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q15
AI Interview
We'd like to learn a bit more about your experience. Our AI assistant will ask a couple of follow-up questions based on your responses.
Q16
Multiple Choice
Which best describes your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Q17
Opinion Scale
How easy or difficult was it to complete the checkout process?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q18
Opinion Scale
How was the delivery speed compared with your expectations?
Scale: 1 – 7
Min:Much slower than expectedMax:Much faster than expected
Q19
Multiple Choice
How was your product issue resolved?
- Resolved with customer support
- Resolved on my own (e.g., self-service return)
- Received a refund or replacement
- Still unresolved
- Have not yet contacted support
- Other (please specify)
Q20
Opinion Scale
How likely are you to recommend us to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q21
Dropdown
In which country or region do you currently live?
- United States
- Canada
- United Kingdom
- Australia
- Germany
- France
- Other (please specify)
Q22
Multiple Choice
During checkout, did you encounter any issues? Select all that apply.
- Payment declined or failed
- Promo code didn't work
- Site errors or crashes
- Unexpected fees or charges
- Confusing payment options
- Other (please specify)
- No issues
Q23
Opinion Scale
How accurate was the estimated delivery date you were given?
Scale: 1 – 5
Min:Not at all accurateMax:Extremely accurate
Q24
Opinion Scale
What was the condition of the package when it arrived?
Scale: 1 – 5
Min:Very poorMax:Excellent
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.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- Covers the entire post-purchase journey in one flow—checkout ease, tracking clarity, delivery speed/accuracy, package condition, and product quality—rather than a single generic satisfaction score
- Pairs closed-ended opinion scales with an AI follow-up interview that can adaptively probe respondents about their experience, going beyond a static open-text box
- Includes structured multiple-choice questions to pinpoint specific checkout issues and product problems (and how they were resolved), giving actionable friction-point data, not just sentiment
- Built on QuestionPunk's transparent-prompt AI interviews and automated per-response quality scoring, with a free tier and $50/mo Business plan (no academic tier)
Jotform
200+ Customer Satisfaction Evaluation FormsThis is a template gallery/category page rather than a single fielding-ready survey, offering many generic satisfaction form starting points. It's useful for browsing form layouts and drag-and-drop customization but isn't purpose-built around the post-purchase journey. Some listed forms may only loosely touch on e-commerce delivery or product-quality specifics.
What it does well
- Large selection of customizable form templates
- Familiar drag-and-drop form builder for quick edits
- Broad applicability across many business types
Where it falls short
- A form gallery, not a single validated post-purchase survey instrument
- Static form fields only—no adaptive AI follow-up or voice interview capability
- No automated per-response quality scoring or published prompt methodology
QuestionPro
Service Evaluation Survey Questions + Sample Questionnaire TemplateA sample questionnaire focused on service evaluation, with sample questions that overlap with post-purchase satisfaction themes like support and resolution. It reads as a general service-quality template rather than one mapped specifically to checkout, shipping, and delivery stages. Good as a question-bank reference for service-related items.
What it does well
- Sample questionnaire with ready-to-use service evaluation questions
- Backed by an established survey research platform
- Question set can be adapted to multiple service contexts
Where it falls short
- Not structured around the specific checkout-to-delivery-to-product journey
- No adaptive AI interview or voice-based follow-up questioning
- No transparent prompt/methodology disclosure or automated response quality scoring
SurveyMonkey
Customer Satisfaction Survey TemplateA ready-to-field generic customer satisfaction template with standard rating-scale questions. It's easy to deploy quickly but is not tailored to e-commerce-specific stages like shipping accuracy or package condition. Best suited for broad satisfaction tracking rather than granular post-purchase diagnostics.
What it does well
- Quick to deploy with a well-known, reliable survey platform
- Clean rating-scale question format
- Easy integration with existing SurveyMonkey workflows
Where it falls short
- Generic satisfaction focus, not mapped to e-commerce post-purchase stages
- Static questions only—no adaptive AI or voice-based follow-up interviewing
- No automated quality scoring of individual responses
SurveySparrow
FREE Customer Satisfaction Survey TemplateA free, conversational-style satisfaction template that's easy to launch and customize. It covers general satisfaction well but doesn't specifically break out checkout, delivery accuracy, or product condition as separate measured stages. Its conversational UI is a plus for engagement, though it remains a fixed-question format.
What it does well
- Free to use with a conversational, chat-like survey format
- Simple setup for quick satisfaction tracking
- Mobile-friendly presentation
Where it falls short
- Not structured to isolate post-purchase sub-stages like shipping vs. product quality
- No adaptive AI-driven follow-up probing or voice interview option
- No published prompt transparency or automated per-response scoring
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.
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