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Order Pickup Experience CSAT Survey (BOPIS & Curbside)
Measures customer satisfaction, ease, and reliability across BOPIS, curbside, locker, and in-store pickup channels. Helps retail operations teams identify friction points, prioritize improvements, and track fulfillment experience over time.
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Order Pickup Experience CSAT Survey (BOPIS & Curbside)
Welcome! This short survey asks about your recent order pickup experiences — including buy-online-pick-up-in-store (BOPIS), curbside, locker, and ship-to-store options. It takes approximately 10 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 in aggregate only. Thank you for sharing your feedback.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
18 questions · ~9 min
Q01
Multiple Choice
Which of the following order pickup methods have you used in the last 3 months? Select all that apply.
- Buy online, pick up in-store (BOPIS)
- Curbside pickup
- Locker pickup
- Ship-to-store counter
- None in the last 3 months
Q02
Dropdown
When did you most recently pick up an order using any of the methods you selected?
- Within the last 7 days
- 8–30 days ago
- 1–3 months ago
Q03
Opinion Scale
Overall, how easy was your most recent order pickup experience?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q04
Opinion Scale
Thinking about your pickup orders in the last 3 months, how reliable was the overall process (e.g., items ready, correct order, on-time availability)?
Scale: 1 – 7
Min:Very unreliableMax:Very reliable
Q05
Dropdown
Typically, how long do you wait after arriving at the pickup location before receiving your order?
- Under 2 minutes
- 2–5 minutes
- 6–10 minutes
- 11–15 minutes
- 16–30 minutes
- Over 30 minutes
- Not sure / varies
Q06
Opinion Scale
I received clear instructions on where and when to pick up my order.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q07
Opinion Scale
The check-in process (via app, website, or in person) was straightforward.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q08
Opinion Scale
Staff were helpful and attentive during the pickup process.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q09
Opinion Scale
My order was complete and accurate when I received it.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q10
Multiple Choice
Which issues, if any, have you experienced with order pickup in the last 3 months? Select all that apply.
- Order not ready on arrival
- Long wait time after check-in
- Missing or incorrect items
- App or website check-in problems
- Couldn't reach staff / no response
- Parking or pickup area difficulties
- Safety or traffic concerns
- Store hours or pickup window mismatch
- No issues in the last 3 months
Q11
Ranking
Please rank the following pickup features from most important to least important to you.
- Fast handoff once I arrive
- Clear pickup instructions and signage
- Real-time order status and readiness updates
- Accurate items and substitutions
- Friendly, proactive staff
- Designated parking or pickup spaces
Drag to rank
Q12
Opinion Scale
How satisfied were you with your most recent order pickup experience overall?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q13
Opinion Scale
How likely are you to choose order pickup (instead of home delivery) for your next eligible purchase?
Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q14
Long Text
If you could change one thing to improve the order pickup experience, what would it be?
Q15
AI Interview
Based on your survey responses, we'd like to understand your pickup experiences in a bit more depth. Please share any additional thoughts, and our AI moderator will ask a couple of brief follow-up questions.
Q16
Multiple Choice
What is your age?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q17
Multiple Choice
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Q18
Dropdown
In which country do you currently reside?
- United States
- Canada
- United Kingdom
- Australia
- India
- Other
Message
Thank you for completing this survey! Your feedback will directly help improve order pickup services. Your responses are confidential and will be reported in aggregate only.
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.
Frequently asked questions
What questions are in the “Order Pickup Experience CSAT Survey (BOPIS & Curbside)” template?
The template includes 18 ready-to-use questions, starting with: “Which of the following order pickup methods have you used in the last 3 months? Select all that apply.” · “When did you most recently pick up an order using any of the methods you selected?” · “Overall, how easy was your most recent order pickup experience?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 18 questions in about 9 minutes.
Can I customize this template?
Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.
Is this template free to use?
Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.
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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