Q01
Message
All templatesCustomer 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.
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Post-Purchase Delivery & Returns Experience Survey
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.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
19 questions · ~9 min
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
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
Q04
Rating Scale
How would you rate the delivery speed for your most recent order?
Range: 1 – 5
Min:PoorMax:Excellent
Q05
Opinion Scale
Compared with your expectations, the delivery speed was…
Scale: 1 – 7
Min:Much slower than expectedMax:Much faster than expected
Q06
Multiple Choice
Which communication channels did you receive or use for this order? (Select all that apply.)
- SMS/text
- Mobile app notifications
- Live chat
- Phone call
- Order tracking page
- None of the above
Q07
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
Q08
Opinion Scale
How would you rate the clarity and helpfulness of the communications you received?
Scale: 1 – 7
Min:Extremely poorMax:Excellent
Q09
Multiple Choice
Did you initiate a return for this order?
- Yes
- No
Q10
Opinion Scale
How easy or difficult was the return process?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q11
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
Q12
Rating Scale
Overall, how satisfied were you with this purchase experience?
Range: 1 – 5
Min:PoorMax:Excellent
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
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.
Q15
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?
Q16
Dropdown
What is your age group?
- 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
Where do you currently live?
- United States
- Canada
- United Kingdom
- Australia
- India
- Germany
- Other country
- Prefer not to say
Q19
Message
Thank you for your time — your feedback directly helps us improve your future 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 exampleThis 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
Frequently asked questions
What questions are in the “Post-Purchase Delivery & Returns Experience Survey” template?
The template includes 19 ready-to-use questions, starting with: “Welcome, and thank you for participating! This brief survey asks about your recent delivery and returns experience and s…” · “When was your most recent purchase with us?” · “Approximately how many orders have you placed with us in the past 12 months?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 19 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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