QuestionPunkQuestionPunk
Start free
All templates
Customer Experience

Post-Purchase Delivery & Returns Experience Survey

Measures customer satisfaction with delivery speed, order communication, and returns/refund processes. Designed for ecommerce teams seeking actionable CX insights to reduce friction and increase repurchase intent.

Use this templateBrowse more templates

Sample questions

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

19 questions · ~9 min
Q01
Message

Welcome, and thank you for participating! This brief survey asks about your recent delivery and returns experience and should take approximately 9 minutes. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported in aggregate only.

Q02
Dropdown

When was your most recent purchase with us?

  • Within the last 7 days
  • 8–14 days ago
  • 15–30 days ago
  • 31–60 days ago
  • 61–90 days ago
  • More than 90 days ago
Q03
Rating Scale

How would you rate the delivery speed for your most recent order?

Range: 1 – 5
Min:PoorMax:Excellent
Q04
Multiple Choice

Which communication channels did you receive or use for this order? (Select all that apply.)

  • Email
  • SMS/text
  • Mobile app notifications
  • Live chat
  • Phone call
  • Order tracking page
  • None of the above
Q05
Multiple Choice

Did you initiate a return for this order?

  • Yes
  • No
Q06
Rating Scale

Overall, how satisfied were you with this purchase experience?

Range: 1 – 5
Min:PoorMax:Excellent
Q07
Dropdown

What is your age group?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q08
Message

Thank you for your time — your feedback directly helps us improve your future experience!

Q09
Dropdown

Approximately how many orders have you placed with us in the past 12 months?

  • This was my first order
  • 2–3 orders
  • 4–6 orders
  • 7–10 orders
  • More than 10 orders
Q10
Opinion Scale

Compared with your expectations, the delivery speed was…

Scale: 1 – 7
Min:Much slower than expectedMax:Much faster than expected
Q11
Opinion Scale

How would you rate the timeliness of communications about your order (e.g., shipping confirmation, delivery updates)?

Scale: 1 – 7
Min:Extremely poorMax:Excellent
Q12
Opinion Scale

How easy or difficult was the return process?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q13
Opinion Scale

How likely are you to recommend us to a friend or colleague based on this experience?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q14
Multiple Choice

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q15
Opinion Scale

How would you rate the clarity and helpfulness of the communications you received?

Scale: 1 – 7
Min:Extremely poorMax:Excellent
Q16
Dropdown

How quickly did you receive your refund after the return was processed?

  • Same day
  • 1–3 days
  • 4–7 days
  • 8–14 days
  • More than 14 days
  • Refund not yet received
Q17
AI Interview

We'd love to understand your experience in more detail. Please share what stood out most — positively or negatively — about your delivery, communication, or returns experience.

Q18
Dropdown

Where do you currently live?

  • United States
  • Canada
  • United Kingdom
  • Australia
  • India
  • Germany
  • Other country
  • Prefer not to say
Q19
Long Text

Based on your responses in this survey, what is the single most important improvement we could make to your delivery and post-purchase experience?

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

  • Includes a dedicated AI follow-up interview question that lets respondents describe their delivery/returns experience in their own words, with adaptive probing beyond fixed scales
  • Covers the full post-purchase journey in one flow: delivery speed and expectations, communication channels/timeliness/clarity, and ease of the returns and refund process
  • Includes an NPS-style recommendation question plus an open-text 'single most important improvement' question, giving both quantifiable and actionable qualitative signal
  • Captures demographic segmentation (age, gender, location) alongside purchase frequency, enabling cross-cuts on satisfaction and repurchase intent

QuestionPro

Customer satisfaction survey questions | Customer satisfaction survey example

This is a general customer satisfaction survey template with example questions and guidance, not one built specifically around delivery timeliness and returns/refunds. It's fielding-ready as a generic CSAT instrument, but ecommerce teams would need to adapt or add questions to cover order communication and return experience in depth.

What it does well

  • Established survey platform with a broad template library and example question sets
  • Provides guidance/context alongside the template, useful for teams new to CSAT design
  • Likely supports standard question types (rating, multiple choice, open text) for quick deployment

Where it falls short

  • Static question set with no adaptive AI follow-up to probe why a customer rated something poorly
  • No voice AI interview or guided screen-share task option for richer experience capture
  • No visible automated per-response quality scoring or transparent prompt/methodology disclosure

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

Use this templateStart free

Related templates

More studies from the same category.

See all
Customer Experience

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.

View template
Customer Experience

At-Risk Account Churn & Retention Assessment

Identifies churn signals, switching intent, and high-impact retention levers among at-risk B2B accounts to inform targeted save strategies and renewal planning.

View template
Customer Experience

Offer Clarity, Incentive Fit & Referral Intent Survey

Measures how clearly customers understand promotional offers, how well incentives match their preferences, and their likelihood of referring others — identifying friction points to improve referral rates and conversions.

View template
Customer Experience

Post-Support Interaction CSAT, CES & NPS Survey

Measures customer effort, satisfaction, and loyalty immediately after a support interaction. Designed for CX teams seeking actionable CSAT, CES, and NPS benchmarks in under 3 minutes.

View template
Customer Experience

Product CX Survey: Clarity, Speed & Documentation

Measures customer experience across product clarity, task speed, and documentation usability to identify friction points and prioritize improvements for product and CX teams.

View template
Customer Experience

Live Chat vs. Async Messaging: Support Channel Preference Survey

Measures customer preferences, satisfaction, and response-time expectations across live chat and asynchronous messaging channels to guide support channel investment and design decisions.

View template