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Operations & Data

Last-Mile Delivery CX: Tracking, Timing & Handoff Assessment

Measures customer satisfaction across three core last-mile dimensions—tracking accuracy, delivery timing, and handoff quality—to identify specific improvement priorities for retail delivery operations.

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Sample questions

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

24 questions · ~11 min
Q01
Message

Welcome to this survey about your recent retail delivery experience. We are interested in your honest opinions about package tracking, delivery timing, and the handoff process. There are no right or wrong answers—we simply want to understand your experience. Your responses are completely confidential and will be reported in aggregate only. Participation is voluntary and you may stop at any time. This survey takes approximately 11 minutes to complete.

Q02
Multiple Choice

Have you received a retail package delivery at your home in the last 30 days?

  • Yes
  • No
Q03
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
Q04
Multiple Choice

Which of the following 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
  • None of the above
Q05
Multiple Choice

Compared to the estimated delivery time, when did your package actually arrive?

  • More than 2 hours early
  • 1–2 hours early
  • Within 1 hour of the estimate (on time)
  • 1–2 hours late
  • 3–6 hours late
  • More than 6 hours late
  • It arrived on a different day than estimated
Q06
Opinion Scale

Overall, how satisfied were you with this delivery experience?

Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q07
Long Text

Based on your responses in this survey, please share any additional thoughts or suggestions about your delivery experience.

Q08
Dropdown

What is your age?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q09
Message

Thank you for completing this survey. Your feedback will help improve delivery tracking, timing, and the overall handoff experience.

Q10
Dropdown

Approximately how many retail deliveries have you received at your home in the last 30 days?

  • 1
  • 2–3
  • 4–6
  • 7–10
  • 11–15
  • 16 or more
Q11
Opinion Scale

How accurate was the estimated delivery time for your most recent delivery?

Scale: 1 – 7
Min:Very inaccurateMax:Very accurate
Q12
Opinion Scale

How would you rate the condition of the package when it arrived?

Scale: 1 – 7
Min:Very poor conditionMax:Excellent condition
Q13
Opinion Scale

How likely are you to recommend this delivery service to a friend or colleague?

Scale: 1 – 7
Min:Not at all likelyMax:Extremely likely
Q14
AI Interview

We'd like to understand more about your delivery experience. An AI moderator will ask you a couple of follow-up questions based on your responses.

Q15
Multiple Choice

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q16
Opinion Scale

How closely did the tracking status updates match what actually happened with your delivery?

Scale: 1 – 5
Min:Did not match at allMax:Matched exactly
Q17
Opinion Scale

How satisfied were you with where the package was placed or left?

Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q18
Ranking

Please rank the following potential improvements in order of importance to you (most important first).

  1. More accurate delivery time estimates
  2. Narrower delivery time windows
  3. Real-time package tracking on a map
  4. Better delivery notifications
  5. Safer package placement
  6. Easier rescheduling or rerouting
  7. Higher-quality photo proof of delivery
Drag to rank
Q19
Dropdown

In which country do you currently reside?

  • United States
  • Canada
  • United Kingdom
  • Australia
  • Germany
  • France
  • India
  • Other
Q20
Opinion Scale

How would you rate the timeliness of delivery notifications (i.e., how quickly you were informed of status changes)?

Scale: 1 – 7
Min:Very poorMax:Excellent
Q21
Multiple Choice

If you had any interaction with the delivery driver, how would you rate that experience?

  • No interaction with the driver
  • Very poor
  • Poor
  • Neutral
  • Good
  • Very good
Q22
Opinion Scale

How would you rate the frequency of delivery notifications (i.e., whether you received the right number of updates)?

Scale: 1 – 7
Min:Far too few or far too manyMax:Just the right amount
Q23
Multiple Choice

Were you able to reschedule or redirect this delivery if needed?

  • Yes, and I used it
  • Yes, but I didn't need it
  • No, this option was not available
  • I'm not sure
Q24
Multiple Choice

If a photo was provided as proof of delivery, how helpful was it in confirming your package was delivered?

  • Not applicable — no photo provided
  • Not helpful at all
  • Somewhat helpful
  • Very helpful

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

  • Purpose-built for last-mile delivery CX, with dedicated sections on tracking accuracy, delivery timing/notifications, and handoff quality (package condition, placement, driver interaction) rather than generic retail satisfaction.
  • Includes an AI follow-up interview segment that lets a moderator probe deeper into a respondent's specific delivery experience beyond the fixed-choice and scale questions.
  • Pairs opinion-scale ratings (accuracy of ETA, tracking status match, notification timeliness/frequency, package condition, placement satisfaction) with a ranking exercise on improvement priorities, giving both quantitative benchmarks and a clear action-priority signal.
  • Closes with an open-text reflection and standard demographic questions, all wrapped in transparent, inspectable question prompts and automated reporting — with a free tier available, unlike locked-down form builders.

QuestionPro

Website Retailer Satisfaction Survey Template

This is a general retailer/website satisfaction template rather than one focused specifically on last-mile delivery mechanics like tracking, timing, or handoff. It's a fielding-ready static survey on the QuestionPro platform, useful as a starting point but not purpose-built for delivery CX diagnostics. Customization would be needed to isolate delivery-specific pain points.

What it does well

  • Backed by an established, full-featured survey platform with broad question-type support
  • Covers overall retail/website satisfaction, which can capture some delivery sentiment as part of a wider CX picture
  • Likely easy to customize and deploy quickly given QuestionPro's mature template library

Where it falls short

  • Static question set with no adaptive AI follow-up probing to dig into why a delivery experience fell short
  • No delivery-specific breakdown of tracking accuracy, timing precision, or handoff quality — those signals would be buried in general retail satisfaction items
  • No voice AI interview option or automated per-response quality scoring; methodology/prompt logic isn't published for inspection

Ready to launch?

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

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