Measure tracking accuracy, delivery timing, and handoff quality. Use this last-mile retail delivery survey template to capture customer feedback and improve CX.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
Smart Distribution
Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Sample Survey Items
Q1
Multiple Choice
When did your most recent retail package arrive at your home?
Within the last 3 days
4–7 days ago
8–14 days ago
15–30 days ago
More than 30 days ago
Q2
Numeric
How many retail deliveries to your home have you received in the last 30 days?
Accepts a numeric value
Whole numbers only
Q3
Multiple Choice
Which tracking features were available for your most recent delivery? (Select all that apply)
Estimated delivery date
Delivery time window
Real-time map/vehicle tracking
“Out for delivery” alert
Photo proof of delivery
Delivery confirmation notification
Ability to reschedule or reroute
Add delivery instructions
Carrier chat or phone support
Q4
Opinion Scale
How accurate were the estimated delivery times for this delivery?
Range: 1 – 10
Min: Very inaccurateMid: Neither accurate nor inaccurateMax: Very accurate
Q5
Multiple Choice
How closely did the tracking status updates match what actually happened?
Did not match
Sometimes matched
Mostly matched
Matched exactly
Q6
Rating
Overall, how would you rate the delivery notifications (timeliness and frequency)?
Scale: 11 (star)
Min: Very poorMax: Excellent
Q7
Numeric
Approximately how many hours earlier or later than the estimate did the package arrive? (Use negative for earlier, positive for later, 0 if on time.)
Accepts a numeric value
Whole numbers only
Q8
Matrix
Please rate the handoff experience for this delivery.
Rows
Very poor
Poor
Okay
Good
Excellent
Package placed in a safe location
•
•
•
•
•
Driver followed my delivery instructions
•
•
•
•
•
Driver courtesy and professionalism
•
•
•
•
•
Package condition on arrival
•
•
•
•
•
Photo proof quality (if provided)
•
•
•
•
•
Q9
Multiple Choice
Could you reschedule or redirect the delivery if needed?
Yes, and I used it
Yes, but I didn’t need it
No, not available
Not sure
Q10
Multiple Choice
If a photo was provided as proof of delivery, how helpful was it for confirming delivery?
Not applicable
Not helpful
Somewhat helpful
Very helpful
Q11
Constant Sum
Allocate 100 points across the improvements that would matter most to you.
Total must equal 100
Min per option: 0Whole numbers only
Q12
Rating
Overall, how satisfied were you with this delivery experience?
Scale: 11 (star)
Min: Very dissatisfiedMax: Very satisfied
Q13
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q14
Multiple Choice
How do you describe your gender?
Woman
Man
Non-binary
Prefer not to say
Q15
Dropdown
Where do you currently live?
United States
Canada
United Kingdom
Australia
Germany
France
India
Other
Q16
Dropdown
What is the highest level of education you have completed?
Less than high school
High school or equivalent
Some college or associate degree
Bachelor’s degree
Postgraduate or professional degree
Prefer not to say
Q17
Multiple Choice
What is your current employment status?
Employed full-time
Employed part-time
Self-employed
Student
Homemaker/caregiver
Retired
Unemployed
Prefer not to say
Q18
Multiple Choice
Attention check: To confirm you’re paying attention, please select “I am paying attention.”
I am paying attention
I am not paying attention
Prefer not to say
Q19
Long Text
Any other comments or suggestions about improving your delivery experience?
Max 600 chars
Q20
AI Interview
AI Interview: 2 Follow-up Questions on delivery experience
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q21
Chat Message
Thank you for your time—your feedback will help improve delivery tracking, timing, and handoff.
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