Refund Policy & Processing Time Satisfaction Survey Template
Measure customer satisfaction with return and refund policies and processing times. Customize this survey to improve fairness, speed, and loyalty. Free 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
Template Overview
23
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
Multiple Choice
In the last 12 months, did you request a refund from any company?
Yes
No
Q2
Multiple Choice
How did you submit your most recent refund request? If none, select Not applicable.
Website or app self‑service
In‑store at a counter
Phone support
Email
Live chat or messaging
Social media
Other (please specify)
Not applicable
Q3
Matrix
Thinking about refund policies you encountered in the last 12 months, please rate your agreement:
Rows
Strongly disagree
Disagree
Neither agree nor disagree
Agree
Strongly agree
The policy is easy to find before purchase.
•
•
•
•
•
The wording is clear and free of jargon.
•
•
•
•
•
Eligibility criteria are fair.
•
•
•
•
•
Any fees or deductions are clearly stated.
•
•
•
•
•
The return/refund window is reasonable.
•
•
•
•
•
Q4
Opinion Scale
Overall, how fair are the refund policies you encountered?
Range: 1 – 10
Min: Very unfairMid: NeutralMax: Very fair
Q5
Opinion Scale
Compared with other companies you use, how strict are the refund policies you encountered?
Range: 1 – 10
Min: Much stricterMid: About the sameMax: Much more lenient
Q6
Multiple Choice
For your most recent refund in the last 12 months, how long did it take to receive the money after approval?
Same day
1–3 days
4–7 days
8–14 days
15 days or more
Not applicable (no refund or not approved)
Q7
Rating
How satisfied were you with the refund processing speed?
Scale: 11 (star)
Min: Very dissatisfiedMax: Very satisfied
Q8
Multiple Choice
Were you kept informed about the status of your refund?
Yes, I received proactive updates
Yes, only after I asked
No, I received no updates
Not applicable
Q9
Multiple Choice
Attention check: To confirm you are paying attention, please select "I am paying attention".
I am paying attention
I am not paying attention
Prefer not to say
Q10
Opinion Scale
How much effort did it take to complete your most recent refund?
Range: 1 – 10
Min: Very low effortMid: ModerateMax: Very high effort
Q11
Rating
How satisfied were you with the final refund outcome overall?
Scale: 11 (star)
Min: Very dissatisfiedMax: Very satisfied
Q12
Numeric
About how much was the refund amount (in your local currency)? If none, leave blank.
Accepts a numeric value
Whole numbers only
Q13
Ranking
Please rank the following improvements from most to least important to you.
Drag to order (top = most important)
Faster refund processing
Clearer policy wording
Status updates during processing
Easier to start a return or refund
Fewer fees or deductions
Broader eligibility or longer return window
Q14
Long Text
What felt unfair or slow about the process, and what would you change?
Max 600 chars
Q15
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65 or older
Prefer not to say
Q16
Multiple Choice
Which best describes your gender?
Woman
Man
Non-binary
Prefer not to say
Q17
Multiple Choice
Where do you live?
North America
Latin America/Caribbean
Europe
Middle East/North Africa
Sub‑Saharan Africa
Asia
Oceania
Prefer not to say
Q18
Multiple Choice
What is the highest level of education you have completed?
Less than high school
High school or equivalent
Some college, no degree
Associate degree
Bachelor’s degree
Graduate or professional degree
Prefer not to say
Q19
Multiple Choice
What is your current employment status?
Employed full-time
Employed part-time
Self-employed
Student
Homemaker/caregiver
Unemployed, seeking work
Not in labor force/retired
Prefer not to say
Q20
Chat Message
Welcome! Please answer based on your experiences in the last 12 months. You can skip any question you prefer not to answer.
Q21
Long Text
Is there anything else you’d like to share about refund fairness or processing speed?
Max 600 chars
Q22
AI Interview
AI Interview: 2 Follow-up Questions on refund fairness and processing speed
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q23
Chat Message
Thank you for completing the survey—your feedback helps improve refund experiences.
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