Q01
Message
All templatesIndustry-Specific
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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
20 questions · ~9 min
Q02
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
Q03
Opinion Scale
Overall, how easy was your most recent order pickup experience?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q04
Opinion Scale
I received clear instructions on where and when to pick up my order.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q05
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
Q06
Long Text
If you could change one thing to improve the order pickup experience, what would it be?
Q07
Multiple Choice
What is your age?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q08
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.
Q09
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
Q10
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
Q11
Opinion Scale
The check-in process (via app, website, or in person) was straightforward.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q12
Opinion Scale
How satisfied were you with your most recent order pickup experience overall?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q13
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.
Q14
Multiple Choice
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Q15
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
Q16
Opinion Scale
Staff were helpful and attentive during the pickup process.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q17
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
Q18
Dropdown
In which country do you currently reside?
- United States
- Canada
- United Kingdom
- Australia
- India
- Other
Q19
Opinion Scale
My order was complete and accurate when I received it.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q20
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
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.
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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