Q01
Long Text
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Ecommerce Returns Journey Satisfaction Survey
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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
28 questions · ~4 min
Q02
Multiple Choice
Have you completed a product return with us (item sent or handed back) in the past 12 months?
Q03
Multiple Choice
When was your most recent return with us?
Q04
Long Text
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.
Q05
Long Text
How clearly were the inspection criteria communicated to you before or during the return?
Q06
Multiple Choice
What was the outcome of your most recent return?
Q07
Multiple Choice
Which channels did you receive updates about your return through? Select all that apply.
Q08
Long Text
Please rank the following return aspects by importance to you, with the most important at the top.
Q09
Long Text
Overall, how satisfied are you with your most recent returns experience?
Q10
Long Text
Based on your experience, what is one thing we could improve about the returns process?
Q11
Long Text
What is your age group?
Q12
Long Text
Thank you for your time — your feedback helps us improve the returns experience for all customers.
Q13
Multiple Choice
What was the primary reason for your most recent return?
Q14
Long Text
How satisfied were you with the ease of scheduling your pickup?
Q15
Long Text
How fair did you feel the inspection outcome was?
Q16
Long Text
Approximately how many calendar days passed from sending or handing off the item to receiving your refund or resolution?
Q17
Long Text
How satisfied were you with the frequency and clarity of updates you received about your return?
Q18
Long Text
How likely are you to recommend our returns process to a friend or colleague?
Q19
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.
Q20
Multiple Choice
Which best describes your gender?
Q21
Multiple Choice
How did you send the item back for your most recent return?
Q22
Long Text
How satisfied were you with the courier's punctuality?
Q23
Long Text
How satisfied were you with the time it took to complete the inspection?
Q24
Long Text
How would you rate the speed from sending or handing off the item to receiving your refund or resolution?
Q25
Long Text
In which region do you currently live?
Q26
Multiple Choice
Approximately how many returns have you made with us in the last 12 months?
Q27
Long Text
How satisfied were you with the packaging and label instructions provided?
Q28
Long Text
How confident are you that the refund or credit amount was correct?
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.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.