Q01
Message
All templates
E-Commerce App Onboarding & Activation Friction Assessment
Identifies onboarding friction points and time-to-value barriers in e-commerce apps. Use with new and recent users to pinpoint what accelerates or delays activation and first purchase.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
26 questions · ~11 min
Q02
Multiple Choice
How long have you been using our app?
- Less than 1 month
- 1–3 months
- 4–6 months
- 7–12 months
- 1–2 years
- 3+ years
Q03
Multiple Choice
Thinking back to your first two weeks using the app, which of the following, if any, first made its value clear to you? (Select all that apply)
- Placed my first order successfully
- Found exactly what I needed quickly
- Used filters or sorting to narrow choices effectively
- Saved items to a wishlist and saw useful reminders
- Checkout felt fast and predictable
- Discovered helpful reviews or photos
- I haven't experienced a clear moment of value yet
- Other (please specify)
Q04
Opinion Scale
How easy was it to browse and find products you were interested in?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q05
Multiple Choice
In the last 30 days, where did you experience friction? (Select all that apply)
- Search relevance
- Filters or sorting
- Product information accuracy
- Coupons or promotions
- Cart or checkout bugs
- Payment declines or errors
- Delivery date estimates
- Returns or exchanges
- Customer support responsiveness
- App speed or loading times
- Notifications or email relevance
- Other (please specify)
- No friction in the last 30 days
Q06
Multiple Choice
Which single improvement would most reduce friction for new users? (Select one)
- Better search relevance
- Stronger filters (size, availability, price)
- Clearer fees and shipping information on product pages
- Faster guest checkout
- More payment methods
- Better product photos and reviews
- Smarter onboarding tips or recommendations
- Simpler returns process
- Live chat or faster help
- Other (please specify)
Q07
Long Text
What is one small change that would most improve your experience with the app?
Q08
Multiple Choice
Which platforms do you primarily use to access the app? (Select all that apply)
- iOS app
- Android app
- Mobile web
- Desktop web
Q09
Message
Thank you for completing this survey. Your feedback helps us improve the app experience for everyone. Your responses are confidential and will be used only in aggregate.
Q10
Multiple Choice
In the last 30 days, how often did you use our app?
- Multiple times per day
- Daily
- Several times a week
- About once a week
- Less often
Q11
Multiple Choice
Approximately how long after first using the app did you reach that moment?
- Same day
- 1–2 days
- 3–7 days
- 8–14 days
- More than 14 days
Q12
Opinion Scale
How easy was it to evaluate products (e.g., photos, descriptions, reviews)?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q13
Opinion Scale
How much did the most significant recent issue delay your ability to get value from the app?
Scale: 1 – 7
Min:No delay at allMax:Severely delayed
Q14
Ranking
Please rank the following improvements by how much they would speed up a new user's path to getting value. (Drag to reorder, most impactful first.)
- Improve search relevance
- Enhance filters and sorting
- Show fees and shipping costs earlier
- Streamline checkout
- Expand payment options
- Improve product content (photos, descriptions, reviews)
Drag to rank
Q15
AI Interview
We'd like to explore your experience a bit further. An AI moderator will ask a couple of follow-up questions based on your earlier responses.
Q16
Dropdown
What is your age range? (Optional)
- Under 18
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q17
Dropdown
Approximately how many orders did you place in the last 30 days?
- 0
- 1
- 2–3
- 4–6
- 7–10
- More than 10
Q18
Multiple Choice
Before that moment, which of the following issues, if any, slowed you down? (Select all that apply)
- Account setup or verification requirements
- Finding relevant items
- Filters or sorting usability
- Product details or photo quality
- Price transparency or unexpected fees
- Promo codes not working as expected
- Shipping options clarity
- Payment methods availability
- Checkout speed or reliability
- Trust or safety concerns
- Something else (please specify)
- I did not encounter any blockers
Q19
Opinion Scale
How easy was it to complete checkout and payment?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q20
Long Text
Please describe what happened and where in the journey the issue occurred.
Q21
Long Text
Based on your responses in this survey, is there anything else you'd like to share about your experience with the app?
Q22
Dropdown
What country or region do you live in? (Optional)
- United States
- United Kingdom
- Canada
- Australia
- Germany
- France
- India
- Brazil
- Mexico
- Japan
- Other
Q23
Long Text
Please briefly describe the most significant blocker you encountered and what made it difficult.
Q24
Opinion Scale
How easy was it to track your order and understand delivery timing?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q25
Multiple Choice
What is your gender? (Optional)
- Woman
- Man
- Non-binary
- Prefer to self-describe
- Prefer not to say
Q26
Opinion Scale
Thinking about your early experience, how clear was the path from signing up to getting value from the app?
Scale: 1 – 7
Min:Not at all clearMax:Extremely clear
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- Combines structured onboarding-timeline and friction-mapping questions (time-to-first-value, blockers before that moment, per-step ease ratings for browsing, evaluating, checkout, and delivery tracking) so friction points are pinpointed by journey stage rather than asked generically.
- Includes an AI follow-up interview that can probe deeper into whatever blocker or friction point a respondent flagged, instead of leaving it as a single static open-text box.
- Uses per-touchpoint opinion-scale ratings plus a ranking question on proposed improvements, giving both diagnostic detail and prioritized, actionable output for product teams.
- Closes with an auto-generated report and optional demographic breakdowns (age, region, gender, platform) so teams can segment friction findings by user group.
QuestionPro
Evaluation of Potential for E-Commerce Services Survey Template + Sample QuestionnaireThis is a static, fielding-ready questionnaire aimed at gauging general interest and potential in e-commerce services rather than diagnosing onboarding friction or time-to-first-purchase for an existing app's new users. It's a broader market/opportunity-evaluation instrument, not an activation-funnel diagnostic. Useful as a starting questionnaire but would need heavy customization to map onboarding steps.
What it does well
- Ready-to-use sample questionnaire that can be deployed quickly without building from scratch
- Backed by QuestionPro's established survey platform with standard question types and reporting
- Framed around e-commerce, so terminology and audience assumptions are already commerce-relevant
Where it falls short
- Fixed question set with no adaptive AI follow-up probing into individual respondents' blockers
- No apparent per-response quality scoring or transparent prompt methodology
- Not structured around onboarding timeline/time-to-value stages, so it can't isolate where in the first-purchase journey friction occurs
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.