Q01
Long Text
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Retail Virtual Queue & Hold Fairness Survey
Measures shopper perceptions of fairness across virtual queues and hold experiences in retail, capturing wait context, fairness judgments, policy preferences, behavioral responses, and trust impact to identify CX improvement opportunities.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
24 questions · ~4 min
Q02
Multiple Choice
Have you experienced a virtual queue or hold with a retailer in the last 3 months? (e.g., waiting in an online checkout queue, being placed on hold for customer support, waiting for a store pickup slot, etc.)
Q03
Long Text
We'd like to understand how fair your most recent queue or hold experience felt. Please answer the following questions about that specific experience.
Q04
Multiple Choice
Which of the following queue or hold policies feel fair to you when waits are long? Select all that apply.
Q05
Multiple Choice
In the last 3 months, how did you respond when faced with a long queue or hold? Select all that apply.
Q06
AI Interview
Based on your responses throughout this survey, what would make virtual queues and holds feel more fair to you? Please share any additional thoughts, suggestions, or experiences.
Q07
Long Text
Finally, we have a few optional questions about you to help us understand patterns across different groups.
Q08
Long Text
Thank you for completing this survey. Your responses will help retailers design fairer, more transparent queue and hold experiences. Your answers are confidential and will be reported only in aggregate.
Q09
Multiple Choice
In which of the following settings did you experience a virtual queue or hold? Select all that apply.
Q10
Long Text
Overall, how fair did that most recent queue or hold feel?
Q11
Long Text
Rank the following factors by how acceptable you find them for determining queue order during high demand. Place the most acceptable at the top.
Q12
Long Text
What is your age?
Q13
Long Text
When was your most recent virtual queue or hold with a retailer?
Q14
Long Text
I understood why I was placed in the position I was in the queue.
Q15
Long Text
Rank the following aspects by how much they determine whether a queue or hold feels fair to you. Place the most important at the top.
Q16
Multiple Choice
Which gender do you identify with?
Q17
Long Text
Approximately how long did you wait in that most recent queue or hold?
Q18
Long Text
The estimated wait time I was given was accurate.
Q19
Long Text
Which region best describes where you live?
Q20
Long Text
I felt the queue or hold treated all customers equally.
Q21
Long Text
What is your highest level of education?
Q22
Long Text
I felt the retailer valued my time during the wait.
Q23
Long Text
What is your current employment status?
Q24
Long Text
How did that queue or hold experience affect your trust in the retailer?
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.