Measures customer satisfaction across each stage of the returns process — pickup, inspection, refund, and communication — to identify friction points and prioritize CX improvements. Includes NPS benchmarking.
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
28
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, and thank you for agreeing to share your feedback.
This survey asks about your recent returns experience. It takes approximately 5–7 minutes to complete. There are no right or wrong answers — we are interested in your honest opinions.
Your responses are confidential and will be reported in aggregate only. Participation is voluntary, and you may stop at any time.
Please click 'Next' to begin.
Q2
Multiple Choice
Have you completed a product return with us (item sent or handed back) in the past 12 months?
Yes
No
Q3
Multiple Choice
When was your most recent return with us?
Within the last 30 days
31–90 days ago
91–180 days ago
More than 6 months ago
Q4
Multiple Choice
What was the primary reason for your most recent return?
Item was defective or damaged
Wrong item received
Item did not match description
Changed my mind
Sizing or fit issue
Found a better price elsewhere
Arrived too late
Other (please specify)
Q5
Multiple Choice
How did you send the item back for your most recent return?
Courier pickup from my address
Dropped off at a store
Dropped off at a carrier location
Parcel locker or drop box
I arranged my own shipping (not using a provided label)
Other (please specify)
Q6
Multiple Choice
Approximately how many returns have you made with us in the last 12 months?
1
2–3
4–5
6 or more
Q7
Chat Message
The following questions are about the pickup portion of your return. If your return did not involve a courier pickup, these questions will not apply to you.
Q8
Opinion Scale
How satisfied were you with the ease of scheduling your pickup?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q9
Opinion Scale
How satisfied were you with the courier's punctuality?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q10
Opinion Scale
How satisfied were you with the packaging and label instructions provided?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q11
Opinion Scale
How clearly were the inspection criteria communicated to you before or during the return?
Range: 1 – 7
Min: Not at all clearlyMid: NeutralMax: Extremely clearly
Q12
Opinion Scale
How fair did you feel the inspection outcome was?
Range: 1 – 7
Min: Very unfairMid: NeutralMax: Very fair
Q13
Opinion Scale
How satisfied were you with the time it took to complete the inspection?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q14
Multiple Choice
What was the outcome of your most recent return?
Full refund to original payment method
Partial refund
Store credit
Exchange
Replacement
Refund denied
Outcome still pending
Prefer not to say
Q15
Dropdown
Approximately how many calendar days passed from sending or handing off the item to receiving your refund or resolution?
1–3 days
4–7 days
1–2 weeks
2–4 weeks
More than 4 weeks
Still waiting
Not sure
Q16
Opinion Scale
How would you rate the speed from sending or handing off the item to receiving your refund or resolution?
Range: 1 – 7
Min: Very slowMid: NeutralMax: Very fast
Q17
Opinion Scale
How confident are you that the refund or credit amount was correct?
Range: 1 – 7
Min: Not at all confidentMid: NeutralMax: Extremely confident
Q18
Multiple Choice
Which channels did you receive updates about your return through? Select all that apply.
Email
SMS or text message
Mobile app push notification
Website order status page
Phone call
In-store staff
I did not receive any updates
Q19
Opinion Scale
How satisfied were you with the frequency and clarity of updates you received about your return?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q20
Ranking
Please rank the following return aspects by importance to you, with the most important at the top.
Drag to order (top = most important)
Speed to refund or resolution
Clear inspection criteria
Pickup convenience
Proactive status updates
Flexible refund options
Q21
Opinion Scale
Overall, how satisfied are you with your most recent returns experience?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q22
Opinion Scale
How likely are you to recommend our returns process to a friend or colleague?
Range: 0 – 10
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q23
Long Text
Based on your experience, what is one thing we could improve about the returns process?
Max chars
Q24
AI Interview
We'd like to understand your returns experience in more depth. Our AI assistant will ask a couple of brief follow-up questions based on your earlier responses.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 9
Q25
Dropdown
What is your age group?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q26
Multiple Choice
Which best describes your gender?
Woman
Man
Non-binary
Self-describe
Prefer not to say
Q27
Dropdown
In which region do you currently live?
Africa
Asia
Europe
Middle East
North America
Oceania
South America
Prefer not to say
Q28
Chat Message
Thank you for your time — your feedback helps us improve the returns experience for all customers.
Frequently Asked Questions
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