Measures customer perceptions of grocery delivery substitution fairness, communication preferences, and compensation expectations. Designed for grocery delivery services seeking to optimize substitution policies and improve customer satisfaction.
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
19
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 brief survey asks about your experiences with grocery delivery substitutions. There are no right or wrong answers—we're interested in your honest opinions.
Your participation is voluntary and you may stop at any time. All responses are anonymous and will be reported only in aggregate to improve substitution policies and customer experience.
The survey takes about 5 minutes.
Q2
Multiple Choice
In the past 3 months, have you received a grocery delivery order where at least one item was substituted with a different product?
Yes
No
I'm not sure
Q3
Dropdown
In the past 3 months, approximately how many of your grocery delivery orders included at least one substitution?
1–2 orders
3–5 orders
6–10 orders
More than 10 orders
Q4
Multiple Choice
Which product categories have included substitutions in your recent orders? Select all that apply.
Fresh produce
Dairy and eggs
Meat and seafood
Pantry staples (e.g., rice, pasta, canned goods)
Beverages
Frozen foods
Bakery
Household/cleaning
Personal care/health
Don't recall
Q5
Opinion Scale
Overall, how satisfied are you with the substitutions you typically receive?
Range: 1 – 7
Min: Not at all satisfiedMid: NeutralMax: Extremely satisfied
Q6
Opinion Scale
Thinking about your recent orders, how fair did the substitutions feel to you?
Range: 1 – 7
Min: Very unfairMid: NeutralMax: Very fair
Q7
Opinion Scale
How likely are you to continue using grocery delivery services given your substitution experiences?
Range: 1 – 7
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q8
Ranking
When a substitution is made, rank the following factors by how important they are to you (1 = most important).
Drag to order (top = most important)
Price match or credit for price differences
Quality or brand equivalence
Size or quantity equivalence
Ability to opt out of substitutions beforehand
Speed and clarity of communication
Trust in the shopper's judgment
Q9
Multiple Choice
How do you prefer to be contacted about substitutions while your order is being shopped? Select all that apply.
In-app chat
SMS text
Phone call
Push notification only
No contact—use my pre-approved substitution rules
Other (please specify)
Q10
Dropdown
Before today, how familiar were you with your primary grocery delivery retailer's substitution policy?
Very familiar
Somewhat familiar
Not very familiar
Not at all familiar
Q11
Ranking
If a substitution is worse than the original item, rank the following compensation options by preference (1 = most preferred).
Drag to order (top = most important)
Immediate refund or credit to my account
Future discount on a later order
Delivery fee waiver or credit
Tip adjustment (reduce or refund)
No compensation needed
Q12
Long Text
Please briefly describe a substitution experience that felt unfair to you and why (optional).
Max chars
Q13
AI Interview
We'd like to learn a bit more about your substitution experiences. An AI moderator will ask you a couple of follow-up questions.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 7
Q14
Long Text
Based on your responses in this survey, is there anything else you'd like to share about grocery delivery substitutions, communication, or compensation? (optional)
Max chars
Q15
Dropdown
Which grocery delivery service do you use most often?
Instacart
Amazon Fresh / Whole Foods
Walmart Grocery
Shipt
DoorDash (grocery)
Uber Eats (grocery)
FreshDirect
Other
Prefer not to say
Q16
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q17
Multiple Choice
Which of the following best describes your gender?
Woman
Man
Non-binary
Prefer to self-describe
Prefer not to say
Q18
Dropdown
Where do you currently live?
United States
Canada
United Kingdom
Australia
European Union
Other
Q19
Chat Message
Thank you for completing this survey! Your feedback will help improve how grocery delivery services handle substitutions, communication, and compensation.
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