Q01
Long Text
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Retail Returns Experience & Satisfaction Survey
Measures customer satisfaction, perceived fairness, and friction points across the retail return and refund process to inform policy improvements and reduce post-purchase churn.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
22 questions · ~4 min
Q02
Long Text
When was your most recent retail return or exchange?
Q03
Long Text
Thinking about your most recent return, how easy or difficult was it to find the return policy and determine your eligibility?
Q04
Long Text
Overall, how satisfied or dissatisfied are you with your most recent return experience?
Q05
Long Text
Please rank the following factors from most important to least important to you when making a return.
Q06
Long Text
Based on your most recent return experience, what one change would most improve the returns process for you?
Q07
Long Text
What is your age group?
Q08
Long Text
Thank you for completing this survey! Your feedback will be used to improve the retail returns experience. Your responses are confidential and will be reported only in aggregate.
Q09
Multiple Choice
How did you complete your most recent return?
Q10
Long Text
How easy or difficult was it to initiate the return (e.g., requesting a return label or authorization)?
Q11
Long Text
How satisfied were you with the speed of your refund or exchange?
Q12
AI Interview
We'd like to explore your returns experience in a bit more depth. Please share what stood out to you — positively or negatively — about your most recent return.
Q13
Multiple Choice
Which gender do you identify with?
Q14
Multiple Choice
What type of product did you return? Select all that apply.
Q15
Long Text
How easy or difficult was it to package and prepare the item for return?
Q16
Long Text
Overall, how fair or unfair did the returns process feel?
Q17
Long Text
Where do you currently live?
Q18
Long Text
How easy or difficult was it to drop off or ship the return?
Q19
Long Text
Based on your returns experience, how likely are you to purchase from this retailer again?
Q20
Long Text
Approximately how many days passed from when you dropped off or shipped your return to when you received your refund or replacement?
Q21
Long Text
Compared with other retailers you have returned items to, how would you rate this retailer's returns process?
Q22
Multiple Choice
Which of the following costs, if any, did you personally pay for this return? Select all that apply.
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.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.