Online Delivery Expectations: Speed, Freshness & Fees

Welcome! This survey explores your expectations for online delivery — including shipping speed, product freshness, and fees. It takes approximately 11 minutes to complete. 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 only in aggregate.

How often do you purchase physical goods online?

• Daily
• Several times a week
• Weekly
• 2–3 times a month
• Monthly
• Less often

When did you last place an online order for physical goods?

• Within the last 7 days
• 8–14 days ago
• 15–30 days ago
• 1–3 months ago
• 3–6 months ago
• More than 6 months ago

Which types of items have you ordered online in the last 3 months? Select all that apply.

• Groceries or perishables
• Household essentials
• Health and beauty
• Electronics
• Clothing and accessories
• Home and garden
• Pet supplies
• Other

For standard shipping, what is the longest delivery time you consider acceptable?

• 1 day
• 2 days
• 3 days
• 4–5 days
• 6–7 days
• 8–10 days
• More than 10 days

For expedited or same-day delivery, what timing meets your expectations?

• Under 2 hours
• 2–4 hours
• 4–8 hours
• By end of day
• Next day is acceptable

How important is it that perishable or fragile items arrive in excellent condition?

When ordering items with a shelf life (e.g., food, cosmetics), which freshness level is acceptable at delivery?

• Made or packaged within 1 day
• Made or packaged within 2–3 days
• Made or packaged within 4–6 days
• Any, as long as it's unexpired and in good condition
• I do not order such items online

For a typical $50 order with standard shipping, what is the most you would pay for delivery?

• $0 — I expect free delivery
• $1–$2
• $3–$4
• $5–$6
• $7–$8
• $9–$10
• $11–$15
• More than $15

Which of the following fees do you consider acceptable when ordering online? Select all that apply.

• Delivery fee
• Service fee
• Small-order fee
• Packaging or eco fee
• Tip or gratuity for driver
• None of the above

Please rank the following factors from most to least important when choosing a delivery option.

1. Delivery speed
2. Fees and total cost
3. Convenient delivery window
4. Courier reliability and handling
5. Packaging that protects quality
6. Promotions or discounts

How important is free or low-cost shipping when deciding where to shop online?

How important is the ability to choose a specific delivery time slot?

How important is real-time order tracking during delivery?

How important is easy returns or exchanges when shopping online?

Based on your responses in this survey, what single change would most improve your online delivery experience?

You mentioned your delivery priorities earlier. Could you share a specific recent delivery experience — positive or negative — that shaped those preferences?

What is your age group?

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

How do you describe your gender?

• Man
• Woman
• Non-binary
• Prefer not to say

Which country do you currently live in?

• United States
• United Kingdom
• Canada
• Australia
• Germany
• France
• India
• Brazil
• Mexico
• Japan
• Other

What is the highest level of education you have completed?

• Less than high school
• High school or equivalent
• Some college
• 2-year degree
• Bachelor's degree
• Postgraduate degree
• Prefer not to say

What is your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Student
• Homemaker or caregiver
• Retired
• Unemployed and looking
• Not looking for work
• Prefer not to say

Thank you for completing this survey! Your responses will help improve online delivery experiences. If you have any questions, please contact the research team.