Order Pickup Experience CSAT Survey (BOPIS & Curbside)
Measures customer satisfaction, ease, and reliability across BOPIS, curbside, locker, and in-store pickup channels. Helps retail operations teams identify friction points, prioritize improvements, and track fulfillment experience over time.
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
20
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 short survey asks about your recent order pickup experiences — including buy-online-pick-up-in-store (BOPIS), curbside, locker, and ship-to-store options. It takes approximately 5 minutes to complete.
Your participation is entirely 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.
Thank you for sharing your feedback.
Q2
Multiple Choice
Which of the following order pickup methods have you used in the last 3 months? Select all that apply.
Buy online, pick up in-store (BOPIS)
Curbside pickup
Locker pickup
Ship-to-store counter
None in the last 3 months
Q3
Dropdown
When did you most recently pick up an order using any of the methods you selected?
Within the last 7 days
8–30 days ago
1–3 months ago
Q4
Opinion Scale
Overall, how easy was your most recent order pickup experience?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q5
Opinion Scale
Thinking about your pickup orders in the last 3 months, how reliable was the overall process (e.g., items ready, correct order, on-time availability)?
Range: 1 – 7
Min: Very unreliableMid: NeutralMax: Very reliable
Q6
Dropdown
Typically, how long do you wait after arriving at the pickup location before receiving your order?
Under 2 minutes
2–5 minutes
6–10 minutes
11–15 minutes
16–30 minutes
Over 30 minutes
Not sure / varies
Q7
Opinion Scale
I received clear instructions on where and when to pick up my order.
Which issues, if any, have you experienced with order pickup in the last 3 months? Select all that apply.
Order not ready on arrival
Long wait time after check-in
Missing or incorrect items
App or website check-in problems
Couldn't reach staff / no response
Parking or pickup area difficulties
Safety or traffic concerns
Store hours or pickup window mismatch
No issues in the last 3 months
Q12
Ranking
Please rank the following pickup features from most important to least important to you.
Drag to order (top = most important)
Fast handoff once I arrive
Clear pickup instructions and signage
Real-time order status and readiness updates
Accurate items and substitutions
Friendly, proactive staff
Designated parking or pickup spaces
Q13
Opinion Scale
How satisfied were you with your most recent order pickup experience overall?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q14
Opinion Scale
How likely are you to choose order pickup (instead of home delivery) for your next eligible purchase?
Range: 1 – 7
Min: Very unlikelyMid: NeutralMax: Very likely
Q15
Long Text
If you could change one thing to improve the order pickup experience, what would it be?
Max chars
Q16
AI Interview
Based on your survey responses, we'd like to understand your pickup experiences in a bit more depth. Please share any additional thoughts, and our AI moderator will ask a couple of brief follow-up questions.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q17
Multiple Choice
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q18
Multiple Choice
How do you describe your gender?
Woman
Man
Non-binary
Prefer not to say
Q19
Dropdown
In which country do you currently reside?
United States
Canada
United Kingdom
Australia
India
Other
Q20
Chat Message
Thank you for completing this survey! Your feedback will directly help improve order pickup services. Your responses are confidential and will be reported in aggregate only.
Frequently Asked Questions
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AI interviews conduct adaptive conversations with respondents. The AI asks follow-up questions based on what the respondent says, probing for clarity and depth. You control the personality, tone, model (Haiku, Sonnet, or Opus), and question mode (fixed count, AI decides when to stop, or time-based).
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