Q01
Message
All templates
Website Retailer Satisfaction & Shopping Experience Survey
Measures how satisfied shoppers are with a retailer's website — from site speed and navigation to checkout and security trust — and where friction costs sales. Built for e-commerce and CX teams benchmarking site performance, with an AI follow-up that digs into the specific moment a shopper's last visit went right or wrong.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
13 questions · ~7 min
Q02
Opinion ScaleRequired
How likely are you to recommend (Replace with Retailer Name)'s website to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q03
Multiple ChoiceRequired
In the last 3 months, how many times have you purchased from (Replace with Retailer Name)'s website?
- This was my first purchase
- 1-2 times
- 3-5 times
- 6 or more times
Q04
MatrixRequired
How much do you agree with each statement about your recent visits to the site?
7 rows × 5 columns
- The site loads quickly
- It's easy to find the products I'm looking for
- Search results are relevant to what I typed
- Product pages give me enough information to decide
- The checkout process is quick and simple
- +2 more
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q05
Multiple Choice
Did any of the following make it harder to complete a purchase on your last visit?
- Site was slow to load
- Couldn't find the product I wanted
- Checkout required too many steps
- Shipping costs were higher than expected
- Preferred payment method wasn't available
- Site crashed or showed an error
- None of these
Q06
Best–Worst Trade-off (MaxDiff)Required
Which of these improvements would matter most to you if the site made them?
- Faster page load times
- Better product search and filtering
- More detailed product photos or videos
- Simpler, fewer-step checkout
- More payment options
- Lower or clearer shipping costs
- Live chat support during checkout
- Better experience on mobile phones
Pick best & worst per setBest:Most important to improveWorst:Least important to improve
Q07
Rating ScaleRequired
How would you rate the checkout process on your most recent order?
Range: 1 – 5
Min:Very poorMax:Excellent
Q08
Opinion ScaleRequired
How confident are you that your personal and payment information is secure on this site?
Scale: 1 – 5
Min:Not confident at allMax:Extremely confident
Q09
AI Interview
Reconstruct exactly what happened during the respondent's most recent visit to the site: what they set out to buy, whether they completed the purchase, and the specific point (if any) where they hesitated, got confused, or almost gave up. If they flagged a friction point (slow load, checkout steps, missing payment method, errors) or gave a low security confidence or recommend score, probe concretely what happened and what would have fixed it in that moment rather than accepting a general complaint.
Q10
Multiple ChoiceRequired
How likely are you to purchase from (Replace with Retailer Name) again in the next 3 months?
- Very unlikely
- Unlikely
- Not sure
- Likely
- Very likely
Q11
Multiple Choice
What is your age range?
- Under 18
- 18-24
- 25-34
- 35-44
- 45-54
- 55-64
- 65 or older
- Prefer not to say
Q12
Multiple Choice
What is your annual household income?
- Under $25,000
- $25,000-$49,999
- $50,000-$74,999
- $75,000-$99,999
- $100,000-$149,999
- $150,000 or more
- Prefer not to say
Q13
Message
That's everything — thank you for shopping with us and sharing your experience! Your answers feed directly into a review of what we fix next on the site.
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
- Goes beyond a static rating by including an AI follow-up interview that reconstructs exactly what happened during the shopper's most recent visit — probing the specific moment things went right or wrong, not just a satisfaction score.
- Covers the full funnel in one flow: site speed/navigation agreement statements (matrix), checkout rating, security/trust confidence, purchase friction (multiple choice), and a MaxDiff to prioritize which fixes matter most.
- Pairs quantitative signals (opinion scale NPS-style question, repurchase likelihood, purchase frequency) with qualitative depth from the AI interview, then rolls it into an auto-generated report.
- Built specifically for e-commerce/CX benchmarking with a friendly chat-message open/close, unlike generic website feedback templates that aren't tailored to retail checkout and trust concerns.
QuestionPro
Website Retailer Satisfaction Survey TemplateThis is a directly comparable, purpose-built template for retailer website satisfaction, covering similar ground (navigation, checkout, trust). It's a fielding-ready static questionnaire rather than an adaptive interview experience. Reporting and analysis tools are part of QuestionPro's broader platform rather than an automated per-response quality score.
What it does well
- Purpose-built for the same use case (retailer website satisfaction), so question coverage likely maps closely to industry benchmarks
- Backed by an established survey platform with broad distribution and analytics tooling
Where it falls short
- No adaptive AI follow-up — questions are fixed, so it can't dig into what specifically happened during a shopper's last visit
- No indication of automated per-response quality scoring or transparent AI prompt methodology
- No voice AI interview or guided screen-share task option for observing real checkout friction
Jotform
Website Satisfaction Survey Form TemplateA general-purpose website satisfaction form rather than one designed specifically for retail/e-commerce checkout and trust dynamics. It's a flexible, easily customizable static form builder, useful for quick deployment but not tailored to shopping-specific friction points like checkout or payment security.
What it does well
- Easy drag-and-drop customization typical of Jotform's form builder
- Quick to deploy for general website feedback across many use cases, not just retail
Where it falls short
- Generic website feedback focus, not built around retail-specific concerns like checkout friction or payment security trust
- Static question set with no adaptive AI follow-up to explore a specific shopping visit in depth
- No automated quality scoring or auto-generated CX report — just raw form responses
Typeform
Ask your website visitors how good their experience wasThis is a general website UX survey template, not one specialized for retail checkout, purchase friction, or security trust. It's a fielding-ready conversational-style form, well known for its polished UI, but it's still a fixed question flow rather than an interview that adapts to each shopper's answers.
What it does well
- Polished, conversational-style question flow that's known for higher completion rates
- Simple to launch for broad website experience feedback
Where it falls short
- Not tailored to e-commerce specifics like checkout, purchase frequency, or payment security confidence
- No adaptive AI follow-up or voice interview option — every respondent gets the same fixed questions
- No automated per-response quality scoring or transparent prompt methodology for deeper insight
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.