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Retail Wait Times & Holds Survey: Virtual Queue Fairness

Use this ready-made survey to capture shopper feedback on wait times, virtual queues, and phone/chat holds. Identify fairness issues and improve CX.

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
Multiple Choice
In the last 3 months, where did you experience a virtual queue or a hold with a retailer? 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
  • I haven't encountered any in the last 3 months
Q2
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
  • More than 3 months ago
  • Never/unsure
Q3
Numeric
About how many minutes did you wait in that most recent queue or hold?
Accepts a numeric value
Whole numbers only
Q4
Opinion Scale
Overall, how fair did that most recent queue or hold feel?
Range: 1 – 10
Min: Very unfairMid: NeutralMax: Very fair
Q5
Matrix
Thinking about that experience, how much do you agree with each statement?
RowsStrongly disagreeDisagreeNeither agree nor disagreeAgreeStrongly agree
I was treated the same as other customers•••••
The queue/hold rules were clear•••••
I could roughly predict my wait time•••••
I had useful control options (e.g., callback, pause, return without losing place)•••••
Updates and messages were easy to understand•••••
My place in line seemed accurate•••••
Q6
Ranking
Rank what should most influence queue order during high demand (top = most acceptable).
Drag to order (top = most important)
  1. Arrival time (first-come, first-served)
  2. Membership tier or loyalty status
  3. Past spend with the retailer
  4. Recovery from technical issues or disconnections
  5. Accessibility or disability-related needs
  6. Randomized order to deter bots
Q7
Multiple Choice
Which queue/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 time slots
  • Cap queue length and temporarily close entry
  • Automatic timeout after inactivity
  • None of these feel fair
Q8
Rating
How did that queue/hold affect your trust in the retailer?
Scale: 10 (star)
Min: Much lowerMax: Much higher
Q9
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
  • Used multiple devices or browser tabs
  • Contacted support through another channel
  • Gave up immediately
  • Not applicable
Q10
Constant Sum
Allocate 100 points across the aspects that most determine fairness for you.
Total must equal 100
  • 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
Min per option: 0Whole numbers only
Q11
Multiple Choice
Attention check: To confirm you are paying attention, please select only “I am paying attention.”
  • I am paying attention
  • I am not paying attention
Q12
Dropdown
What is your age?
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q13
Multiple Choice
Which gender do you identify with?
  • Man
  • Woman
  • Non-binary
  • Prefer not to say
Q14
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
Q15
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
Q16
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
Q17
Long Text
What would make virtual queues and holds feel more fair to you?
Max 600 chars
Q18
AI Interview
AI Interview: 2 Follow-up Questions on retail queues and holds
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q19
Chat Message
Thank you for your time—your input will help retailers design fairer, clearer queues and holds.

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