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Ecommerce Order & Checkout Experience (CES) Survey Template

Measure how easy your ecommerce order and checkout are. Identify friction, reduce drop-offs, and boost conversion with this quick CES survey. Takes ~5 minutes.

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
When was your most recent purchase with us?
  • Within the last 7 days
  • 8–30 days ago
  • 31–90 days ago
  • More than 90 days ago
  • Not sure
Q2
Multiple Choice
How did you place that order?
  • Desktop/laptop website
  • Mobile website (phone)
  • Our mobile app
  • Tablet website (browser)
Q3
Multiple Choice
What did you purchase most recently? Select up to 3.
  • Apparel & Accessories
  • Electronics
  • Home & Kitchen
  • Beauty & Personal Care
  • Sports & Outdoors
  • Grocery & Household
  • Toys & Games
  • Other
Q4
Opinion Scale
Overall, how easy was it to place your order?
Range: 1 – 10
Min: Very difficultMid: NeutralMax: Very easy
Q5
Numeric
About how many minutes did it take from finding the item to order confirmation? (Whole numbers are fine.)
Accepts a numeric value
Whole numbers only
Q6
Matrix
How easy or difficult were these steps during that order?
RowsVery difficultDifficultNeither easy nor difficultEasyVery easyNot applicable
Finding the right product••••••
Comparing options••••••
Adding items to cart••••••
Applying a promo code••••••
Selecting a shipping option••••••
Entering the delivery address••••••
Selecting a payment method••••••
Reviewing and submitting the order••••••
Q7
Multiple Choice
Which, if any, caused friction during your order? Select all that apply.
  • Slow pages or app lag
  • Navigation was hard to use
  • Filters were hard to use
  • Item went out of stock after selection
  • Promo code did not apply
  • Shipping costs were unclear
  • Unexpected fees at checkout
  • Preferred payment method not available
  • Sign-in problems
  • Password reset problems
  • Form errors
  • Had to re-enter information
  • Delivery dates were unclear
  • None of the above
Q8
Ranking
Rank the areas that most need improvement (drag to rank, top = most urgent).
Drag to order (top = most important)
  1. Search and discovery
  2. Product details clarity
  3. Pricing/promo transparency
  4. Checkout forms
  5. Payment process
  6. Delivery/shipping options
Q9
Long Text
What one change would have made placing your order easier?
Max 600 chars
Q10
Rating
How likely are you to order from us again in the next month?
Scale: 10 (star)
Min: Very unlikelyMax: Very likely
Q11
Multiple Choice
Attention check: To confirm you’re paying attention, please select “Agree.”
  • Strongly disagree
  • Disagree
  • Neutral
  • Agree
  • Strongly agree
Q12
Dropdown
What is your age?
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q13
Multiple Choice
How do you describe your gender?
  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q14
Short Text
Which country or region do you live in?
Max 100 chars
Q15
Multiple Choice
What is the highest level of education you have completed?
  • Less than high school
  • High school or equivalent
  • Some college or 2-year degree
  • Bachelor’s degree
  • Postgraduate degree
  • Prefer not to say
Q16
Multiple Choice
What is your current employment status?
  • Employed full-time
  • Employed part-time
  • Self-employed
  • Student
  • Homemaker
  • Retired
  • Unemployed
  • Prefer not to say
Q17
Chat Message
Welcome! This survey is about your most recent order with us. Please answer based on that order.
Q18
Long Text
Anything else you’d like to share about your ordering experience?
Max 600 chars
Q19
AI Interview
AI Interview: 2 Follow-up Questions on Your Ordering Experience
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q20
Chat Message
Thank you for your time—your feedback helps us improve!

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