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

Template Overview

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

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

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

Numeric

About how many minutes did you wait in that most recent queue or hold?

Accepts a numeric value

Whole numbers only

Opinion Scale

Overall, how fair did that most recent queue or hold feel?

Range: 1 – 10

Min: Very unfairMid: NeutralMax: Very fair

Matrix

Thinking about that experience, how much do you agree with each statement?

Rows	Strongly disagree	Disagree	Neither agree nor disagree	Agree	Strongly 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	•	•	•	•	•

Ranking

Rank what should most influence queue order during high demand (top = most acceptable).

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

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

Rating

How did that queue/hold affect your trust in the retailer?

Scale: 11 (star)

Min: Much lowerMax: Much higher

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: [Object Object]Mode: Fast

Q19

Chat Message

Thank you for your time—your input will help retailers design fairer, clearer queues and holds.

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