Collect customer feedback on grocery delivery substitutions—fairness, communication, and refunds—using this customizable satisfaction survey template.
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
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. Your responses are anonymous and the survey takes about 5–7 minutes.
Q2
Numeric
In the past 3 months, about how many of your grocery delivery orders had at least one substitution?
Accepts a numeric value
Whole numbers only
Q3
Multiple Choice
In the past 3 months, which categories included substitutions? 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
None of the above
Q4
Rating
Overall, how satisfied are you with the substitutions you usually receive?
Scale: 11 (star)
Min: Very dissatisfiedMax: Very satisfied
Q5
Opinion Scale
Thinking about recent orders, how fair did the substitutions feel to you?
Range: 1 – 10
Min: Very unfairMid: NeutralMax: Very fair
Q6
Matrix
When judging whether a substitution is fair, how important is each of the following?
Rows
Not at all important
Slightly important
Moderately important
Very important
Extremely important
Price matches original or is lower
•
•
•
•
•
Size/quantity is equal or larger
•
•
•
•
•
Brand/quality is comparable
•
•
•
•
•
Meets dietary needs/allergies
•
•
•
•
•
Freshness/expiration is acceptable
•
•
•
•
•
Shopper confirms changes when the item is critical to me
•
•
•
•
•
Q7
Ranking
Rank what matters most for a fair substitution (1 = most important).
Drag to order (top = most important)
Price match or credit
Quality/brand equivalence
Size/quantity equivalence
Ability to opt out of substitutions
Speed/clarity of communication
Trust in shopper’s judgment
Q8
Constant Sum
If a substitution is worse than the original item, how should compensation be allocated? Distribute 100 points across the options.
Total must equal 100
Immediate refund/credit to my account
Future discount on a later order
Delivery fee waiver or credit
Tip adjustment (reduce or refund)
No compensation is needed
Other
Min per option: 0Whole numbers only
Q9
Multiple Choice
How do you prefer to be contacted about substitutions during shopping? Select all that apply.
In-app chat
SMS text
Phone call
Push notification only
No contact—use my pre-approved rules
Q10
Multiple Choice
Before today, how familiar were you with your main retailer’s substitution policy?
Very familiar
Somewhat familiar
Not very familiar
Not at all familiar
Q11
Long Text
Briefly describe a substitution that felt unfair and why (optional).
Max 600 chars
Q12
Opinion Scale
Attention check: To confirm you are paying attention, please select the number 3.
Range: 1 – 10
Min: 1Max: 5
Q13
Long Text
Is there anything else you’d like to share about grocery substitutions, communication, or compensation? (optional)
Max 600 chars
Q14
AI Interview
AI Interview: 2 Follow-up Questions on Grocery Substitutions
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 11
Q15
Dropdown
What is your age?
18-24
25-34
35-44
45-54
55-64
65+
Prefer not to say
Q16
Multiple Choice
Which of the following best describes your gender?
Woman
Man
Non-binary
Prefer not to say
Q17
Multiple Choice
Where do you currently live?
United States
Canada
United Kingdom
Australia
European Union
Other
Q18
Dropdown
What is the highest level of education you have completed?
Less than high school
High school or equivalent
Some college/Associate degree
Bachelor’s degree
Graduate or professional degree
Prefer not to say
Q19
Multiple Choice
What is your current employment status?
Full-time
Part-time
Self-employed
Student
Unemployed
Retired
Prefer not to say
Q20
Chat Message
Thank you for participating! Your feedback helps improve substitution fairness, communication, and compensation.
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