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.
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Template Overview
24
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 to this survey about your experiences with virtual queues and holds when shopping or contacting retailers.
This survey takes approximately 6–8 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions.
Your responses will be kept confidential, reported only in aggregate, and used for research purposes to improve customer experiences. By continuing, you agree to participate.
Q2
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.)
Yes
No
Q3
Multiple Choice
In which of the following settings did you experience a virtual queue or hold? Select all that apply.
Online checkout during high demand
Customer support chat
Store pickup or appointment scheduling
Limited-release or product drop
Phone support hold
Other (please specify)
Q4
Dropdown
When was your most recent virtual queue or hold with a retailer?
Within the last 7 days
8–30 days ago
1–3 months ago
Q5
Dropdown
Approximately how long did you wait in that most recent queue or hold?
Less than 5 minutes
5–10 minutes
11–20 minutes
21–30 minutes
31–60 minutes
More than 60 minutes
I'm not sure
Q6
Chat Message
We'd like to understand how fair your most recent queue or hold experience felt. Please answer the following questions about that specific experience.
Q7
Opinion Scale
Overall, how fair did that most recent queue or hold feel?
Range: 1 – 7
Min: Very unfairMid: NeutralMax: Very fair
Q8
Opinion Scale
I understood why I was placed in the position I was in the queue.
How did that queue or hold experience affect your trust in the retailer?
Range: 1 – 7
Min: Greatly decreased my trustMid: NeutralMax: Greatly increased my trust
Q13
Multiple Choice
Which of the following queue or hold policies feel fair to you when waits are long? Select all that apply.
Show estimated wait time
Show my exact position in line
Offer a callback instead of waiting on hold
Limit per-customer purchases
Invite windows or scheduled time slots
Cap queue length and temporarily close entry
Automatic timeout after inactivity
None of these feel fair
Q14
Ranking
Rank the following factors by how acceptable you find them for determining queue order during high demand. Place the most acceptable at the top.
Drag to order (top = most important)
Arrival time (first-come, first-served)
Membership tier or loyalty status
Past spend with the retailer
Recovery from technical issues or disconnections
Accessibility or disability-related needs
Randomized order to deter bots
Q15
Ranking
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.
Drag to order (top = most important)
First-come, first-served order
Clear and transparent rules
Accurate position updates
Estimated wait time accuracy
Control options (e.g., callback, pause, return)
Accessibility accommodations
Protections against bots and abuse
Q16
Multiple Choice
In the last 3 months, how did you respond when faced with a long queue or hold? Select all that apply.
Waited and completed my task
Switched to a different retailer
Came back later
Abandoned the purchase or inquiry
Used multiple devices or browser tabs
Contacted support through another channel
Gave up immediately
Q17
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.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q18
Chat Message
Finally, we have a few optional questions about you to help us understand patterns across different groups.
Q19
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q20
Multiple Choice
Which gender do you identify with?
Man
Woman
Non-binary
Prefer not to say
Q21
Dropdown
Which region best describes where you live?
North America
Latin America
Europe
Middle East / North Africa
Sub-Saharan Africa
Asia
Oceania
Prefer not to say
Q22
Dropdown
What is your highest level of education?
Some high school or less
High school diploma or equivalent
Some college or associate degree
Bachelor's degree
Postgraduate or professional degree
Prefer not to say
Q23
Dropdown
What is your current employment status?
Employed full-time
Employed part-time
Self-employed
Unemployed and seeking work
Not seeking work
Student
Retired
Homemaker / caregiver
Prefer not to say
Q24
Chat Message
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.
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