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E-Commerce Last-Visit Session Diagnostic Survey

Maps the complete journey of a customer's most recent e-commerce session—from intent and actions to friction points and blockers—to diagnose conversion drop-off and prioritize UX improvements.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

19 questions · ~9 min
Q01
Message

Welcome! This survey asks about your most recent visit to our online store. It should take about 5–7 minutes to complete. Your responses are confidential and will be reported only in aggregate to help us improve the shopping experience. Participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers—we're simply interested in your honest experience. Please think about what you actually did during your last visit, not what you think you should have done.

Q02
Multiple Choice

Have you visited our online store in the past 14 days?

  • Yes
  • No
Q03
Dropdown

When was your most recent visit to our site?

  • Within the last 24 hours
  • 2–3 days ago
  • 4–7 days ago
  • 8–14 days ago
Q04
Multiple Choice

What did you try to do during that session? Select all that apply.

  • Browse categories
  • Search for a specific item
  • Compare products
  • Read reviews or Q&A
  • Look for a deal or promo
  • Add items to cart
  • Complete a purchase
  • Check order status
  • Start a return or exchange
  • Manage account or settings
  • Contact support
  • Other
Q05
Multiple Choice

Which parts, if any, took longer than you expected? Select all that apply.

  • Finding a suitable product
  • Comparing options
  • Understanding pricing or fees
  • Applying a promo or discount
  • Signing in or resetting password
  • Payment or verification
  • Choosing delivery or pickup
  • Site or app speed and reliability
  • Nothing took longer than expected
Q06
AI Interview

Based on what you've shared, is there anything else about that session you'd like to tell us about? We may ask a follow-up question or two.

Q07
Dropdown

What is your age?

  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q08
Message

Thank you for your time — your feedback directly helps us improve your shopping experience.

Q09
Multiple Choice

Which device did you primarily use during that session?

  • Mobile app
  • Mobile web browser
  • Desktop or laptop
  • Tablet
  • Other
Q10
Multiple Choice

Which of the following steps did you actually complete during that session? Select all that apply.

  • Used search
  • Used filters or sorting
  • Read product details
  • Read reviews or Q&A
  • Added item(s) to cart
  • Applied a promo code
  • Chose delivery or pickup method
  • Paid and confirmed an order
  • Tracked an order
  • Started a return or exchange
  • Contacted support
  • None of the above
Q11
Opinion Scale

How easy or difficult was it to find what you were looking for?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q12
Dropdown

Where do you currently live?

  • United States
  • Canada
  • United Kingdom
  • Australia
  • European Union
  • Other
  • Prefer not to say
Q13
Dropdown

Approximately how long was that session from start to finish?

  • Less than 5 minutes
  • 5–15 minutes
  • 16–30 minutes
  • 31–60 minutes
  • More than 60 minutes
  • Not sure
Q14
Opinion Scale

How easy or difficult was the checkout and payment process?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q15
Multiple Choice

How do you describe your gender? Select all that apply.

  • Woman
  • Man
  • Non-binary
  • Another identity
  • Prefer not to say
Q16
Opinion Scale

Overall, how easy or difficult was it to navigate the site or app during that session?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q17
Opinion Scale

How successful was that session at achieving what you set out to do?

Scale: 1 – 7
Min:Not at all successfulMax:Completely successful
Q18
Multiple Choice

Did anything prevent you from finishing everything you wanted to do? Select all that apply.

  • Couldn't find the right item
  • Item was out of stock or unavailable
  • Price was higher than expected
  • Shipping cost or delivery time was unacceptable
  • Payment or verification issue
  • Promo code didn't work
  • Account or sign-in issue
  • Site or app crash or error
  • Decided to come back later
  • Nothing prevented me
  • Other
Q19
Ranking

If you compared products or made a purchase during that session, rank the following factors by how much they influenced your decision, from most to least important.

  1. Total price
  2. Delivery speed
  3. Product reviews and ratings
  4. Brand or seller
  5. Return policy
  6. Product details and photos
Drag to rank

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.

Frequently asked questions

What questions are in the “E-Commerce Last-Visit Session Diagnostic Survey” template?

The template includes 19 ready-to-use questions, starting with: “Welcome! This survey asks about your most recent visit to our online store. It should take about 5–7 minutes to complete…” · “Have you visited our online store in the past 14 days?” · “When was your most recent visit to our site?”. The full set is previewed above, and every question is editable.

How long does this survey take to complete?

Respondents typically finish the 19 questions in about 9 minutes.

Can I customize this template?

Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.

Is this template free to use?

Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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