E-Commerce Quote, Billing & Post-Purchase CX Survey

Welcome, and thank you for participating in this survey about your online purchasing experiences — including requesting quotes, billing and checkout, and post-purchase activities. This survey takes approximately 11 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are simply interested in your honest opinions and experiences. All responses are confidential and will be reported only in aggregate. No individual responses will be shared.

Approximately how many online purchases have you made in the past 3 months?

• 0 purchases
• 1–2
• 3–5
• 6–10
• 11+

Approximately how much do you typically spend per online order? (Think about the past 3 months, in your local currency.)

• Under $25
• $25–$49
• $50–$99
• $100–$249
• $250–$499
• $500+
• Prefer not to say

In the past 6 months, have you requested an online quote or custom price before making a purchase?

• Yes
• No
• Not sure

Through which channel(s) did you request that quote? Select all that apply.

• On-site quote tool or form
• Live chat with an agent
• Email
• Phone call
• Marketplace messaging (e.g., Etsy, eBay)
• Social media or direct message (e.g., Instagram, WhatsApp)
• Other (please specify)

How would you rate the speed at which you received your quote?

When requesting an online quote, please rank the following factors from most to least important to you.

1. Speed of receiving the quote
2. Accuracy and transparency of pricing
3. Ability to negotiate or customize
4. Ease of the request process
5. Responsiveness of communication

Which payment methods do you prefer to use for online purchases? Select up to 3.

• Debit or credit card
• Digital wallet (e.g., Apple Pay, Google Pay)
• PayPal
• Buy now, pay later (e.g., Klarna, Afterpay)
• Bank transfer
• Cash on delivery
• Store gift card or store credit
• Other (please specify)

In the past 3 months, how often have you encountered unexpected fees or charges during online checkout?

In the past 3 months, how often have you experienced a payment failure or processing error during online checkout?

In the past 3 months, how often have you abandoned an online checkout because the process was too long or confusing?

In the past 3 months, how often has your preferred payment method not been available at an online checkout?

How do you prefer to receive your receipts or invoices after an online purchase? Select all that apply.

• Email
• Downloadable immediately after checkout
• In my account dashboard
• Text or SMS
• Messaging app (e.g., WhatsApp)
• I don't need receipts or invoices

Please rank the following post-purchase activities by how important they are to you (1 = most important).

1. Track shipment status
2. Start a return or exchange
3. Contact customer support
4. Reorder the same item
5. Download invoice or receipt

In the past 12 months, have you returned or exchanged an item purchased online?

• Yes
• No
• Not sure

How satisfied were you with your most recent online return or exchange experience?

Overall, how satisfied are you with the post-purchase experience (tracking, returns, support) of the online stores you use most?

Based on your experiences, what is one improvement you would most like to see in online quotes, billing, or post-purchase processes?

Thank you for your responses so far. We'd like to explore your experiences with online quotes, billing, or post-purchase processes in a bit more depth. Please share any additional thoughts or specific experiences that stand out to you.

What is your age?

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

Which of the following best describes your gender?

• Man
• Woman
• Non-binary / gender diverse
• Prefer not to say

In which region do you currently reside?

• United States
• Canada
• United Kingdom
• European Union
• India
• Australia / New Zealand
• Other

Thank you for completing this survey. Your feedback will directly inform improvements to online quote, billing, and post-purchase experiences. We appreciate your time.