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Product & UX

E-Commerce Power User Retention & Churn Survey

Measures behavioral patterns, value perceptions, and retention intent among high-frequency e-commerce shoppers to identify churn risk factors and inform loyalty strategy.

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Sample questions

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

22 questions · ~10 min
Q01
Message

Welcome! Thank you for taking part in this survey about your online shopping experience with us. This survey is voluntary and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. Your responses will be kept confidential and reported only in aggregate. The survey takes approximately 6–8 minutes to complete.

Q02
Multiple Choice

Have you made at least 3 purchases with us in the past 3 months?

  • Yes
  • No
Q03
Multiple Choice

How long have you had an account with us?

  • Less than 3 months
  • 3–11 months
  • 1–2 years
  • 3+ years
Q04
Ranking

Please rank the following activities from most frequent (top) to least frequent (bottom) based on your behavior in the past 30 days.

  1. Browsed or compared products
  2. Completed a purchase
  3. Used search or filters to find items
  4. Checked order or delivery status
  5. Read product reviews or ratings
  6. Used a coupon, deal, or loyalty reward
Drag to rank
Q05
Ranking

Please rank the following from most important (top) to least important (bottom) in keeping you coming back to shop with us.

  1. Competitive prices
  2. Fast or free shipping
  3. Wide product selection
  4. Easy returns and refunds
  5. Personalized recommendations
  6. Loyalty rewards or exclusive discounts
Drag to rank
Q06
Opinion Scale

How likely are you to continue shopping with us over the next 3 months?

Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q07
AI Interview

We'd like to understand more about what keeps you coming back—and what might cause you to shop elsewhere. Please share your thoughts and our AI moderator will ask a few follow-up questions.

Q08
Dropdown

Which age range best describes you?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65 or older
  • Prefer not to say
Q09
Message

Thank you for completing this survey. Your responses will be used in aggregate to improve our shopping experience. We appreciate your time!

Q10
Multiple Choice

Across all online retailers, approximately how often do you shop online?

  • Daily
  • A few times per week
  • About once per week
  • A few times per month
  • About once per month or less
Q11
Multiple Choice

Which of the following features did you use most in the last 30 days?

  • Price alerts or back-in-stock notifications
  • Guest checkout
  • Live chat or customer support
  • Store pickup or same-day delivery
  • None of these
  • Other (please specify)
Q12
Opinion Scale

If you received alerts or notifications from us in the last 30 days, how helpful were they?

Scale: 1 – 7
Min:Not at all helpfulMax:Extremely helpful
Q13
Opinion Scale

How likely are you to recommend us to a friend or colleague?

Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q14
Long Text

Based on your responses in this survey, is there anything else you would like to share about your experience shopping with us?

Q15
Multiple Choice

What is your gender identity?

  • Woman
  • Man
  • Non-binary
  • Prefer to self-describe
  • Prefer not to say
Q16
Multiple Choice

Which platform do you use most often to shop with us?

  • Mobile app
  • Mobile web browser
  • Desktop website
  • Tablet app
  • Other (please specify)
Q17
Long Text

Thinking about the last 7 days, describe a moment that stood out in your experience shopping with us—positive or negative.

Q18
Dropdown

In a typical month, about how many orders do you place with us?

  • 1 order
  • 2–3 orders
  • 4–5 orders
  • 6–9 orders
  • 10 or more orders
Q19
Dropdown

In which country do you currently reside?

  • United States
  • Canada
  • United Kingdom
  • Australia
  • India
  • Germany
  • France
  • Brazil
  • Other (please specify)
Q20
Multiple Choice

In the past 30 days, approximately how many times did you visit our site or app?

  • 1–3 visits
  • 4–9 visits
  • 10–19 visits
  • 20 or more visits
Q21
Multiple Choice

In the last 3 months, have you recommended us to a friend, family member, or colleague?

  • Yes
  • No
Q22
Long Text

What is the single most important change we could make to keep you shopping with us?

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 behavioral questions (purchase frequency, tenure, channel/platform use, feature usage, order cadence) with ranking and opinion-scale items to quantify value perception and retention/NPS intent.
  • Includes an adaptive AI follow-up interview that can probe deeper on what keeps respondents shopping and what could cause churn, going beyond fixed-choice answers.
  • Pairs open-text questions (standout moment in the last 7 days, single most important change) with automated per-response quality scoring and auto-generated reporting to surface actionable churn drivers.
  • Captures both loyalty behavior (recommendations made) and demographic segmentation (age, gender, country) to help slice churn risk by cohort.

QuestionPro

Evaluation of Potential for E-Commerce Services Survey Template + Sample Questionnaire

This is a static, fielding-ready questionnaire aimed at evaluating e-commerce service potential rather than specifically diagnosing churn risk among existing power users. It offers a fixed set of sample questions that a researcher can copy and edit, with no adaptive questioning logic. Positioned more as a general e-commerce feedback template than a retention-focused instrument.

What it does well

  • Sample questionnaire is ready to use as a starting point without building from scratch
  • Backed by QuestionPro's established survey platform with broad question-type support
  • Framed specifically around e-commerce services, so terminology and context are relevant to online retail

Where it falls short

  • Static question set with no adaptive AI follow-up to probe individual churn reasons in depth
  • No mention of voice AI interviews or guided screen-share tasks for observing actual shopping behavior
  • No published per-response quality scoring or transparent prompt methodology

Typeform

Free Churn Survey Template

A free, general-purpose churn survey template usable across industries, not tailored specifically to e-commerce power-user behavior. It's built on Typeform's conversational form format, which is good for completion rates but remains a fixed question flow. Useful as a quick generic churn-intent check rather than a deep behavioral/retention diagnostic tool.

What it does well

  • Free to use and quick to deploy via Typeform's polished, conversational form interface
  • General churn framing makes it adaptable to many business types
  • Typeform's format tends to have strong completion rates due to its clean, one-question-at-a-time design

Where it falls short

  • No e-commerce-specific behavioral questions (purchase frequency, channel use, feature usage) built in
  • Fixed question flow with no adaptive AI interview or voice AI follow-up to explore individual churn drivers
  • No automated per-response quality scoring or auto-generated churn-risk reporting

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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