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Customer Experience

Post-Purchase Delivery Experience & NPS Survey

Measures end-to-end delivery experience from order placement through last-mile handoff, capturing satisfaction, communication quality, issue incidence, and NPS for e-commerce and logistics teams.

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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
Q01
Message

Welcome to our Delivery Experience Survey. We're conducting this research to understand and improve the delivery experience. This survey takes approximately 9 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers—we're interested in your honest opinions. All responses are confidential, will be anonymized, and reported only in aggregate for internal research purposes. Please click 'Next' to begin.

Q02
Multiple Choice

Have you received a delivery from an online or phone order in the past 30 days?

  • Yes
  • No
Q03
Dropdown

How did you place your most recent order?

  • Website
  • Mobile app
  • Phone call
  • In-person
  • Marketplace (e.g., Amazon, eBay)
  • Other
Q04
Multiple Choice

Which updates did you receive for this delivery? Please select all that apply.

  • Order confirmation
  • Dispatch/shipped notification
  • Out-for-delivery alert
  • Delivery window update
  • Delivery attempt/missed notice
  • Courier contacted me directly (call or text)
  • Proof-of-delivery photo
  • I did not receive any updates
Q05
Dropdown

How was your order handed off to you?

  • Received directly from courier
  • Left at door/porch
  • Left with building staff/concierge
  • Locker pickup
  • Click & collect (store pickup)
  • Other
Q06
Opinion Scale

Overall, how satisfied were you with your delivery experience?

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q07
Long Text

What one change would have most improved your delivery experience?

Q08
Dropdown

What is your age?

  • Under 18
  • 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 directly help us improve future delivery experiences.

Q10
Opinion Scale

How easy or difficult was it to place your order?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q11
Opinion Scale

How timely were the delivery updates you received?

Scale: 1 – 7
Min:Not at all timelyMax:Extremely timely
Q12
Opinion Scale

How satisfied or dissatisfied were you with the delivery handoff?

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q13
Opinion Scale

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

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q14
AI Interview

Based on your survey responses, we'd like to explore your delivery experience in a bit more detail. A few brief follow-up questions will appear below.

Q15
Multiple Choice

How do you describe your gender?

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

How accurate were the delivery updates you received?

Scale: 1 – 7
Min:Not at all accurateMax:Extremely accurate
Q17
Multiple Choice

Which issues, if any, occurred during delivery or handoff? Please select all that apply.

  • Package was damaged
  • Items missing or incorrect
  • Delivered to wrong location
  • Arrived outside the stated window
  • No delivery notification
  • Unprofessional courier behavior
  • Required signature not collected
  • No issues occurred
  • Other
Q18
Dropdown

In which region do you currently reside?

  • Africa
  • Asia
  • Europe
  • North America
  • Oceania
  • South America
  • Prefer not to say
Q19
Dropdown

Compared to the promised delivery date, when did your order actually arrive?

  • 2 or more days early
  • 1 day early
  • On the promised date
  • 1 day late
  • 2 or more days late
  • I don't remember the promised date

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

  • Captures the full delivery journey—from ordering ease to update timeliness/accuracy to handoff satisfaction—rather than just transactional order details
  • Includes an AI follow-up interview that adapts to each respondent's prior answers, letting dissatisfied customers explain issues in their own words instead of forcing them into fixed multiple-choice options
  • Combines quantitative satisfaction and NPS scoring with an open-text 'one change' question and demographic breakdowns for segmented reporting
  • Built-in transparent prompts and automated report generation mean e-commerce/logistics teams get analyzable results without manual coding of open-ended feedback

Jotform

200+ Delivery Order Templates

This is a template gallery/category page listing many delivery order forms rather than a single fielding-ready customer experience survey. It's geared toward capturing order/shipping details (what was ordered, addresses, quantities) rather than measuring satisfaction or NPS. Useful as a form-builder starting point, but not built for experience research.

What it does well

  • Large library of pre-built delivery order form variations to choose from
  • Drag-and-drop form builder for quick customization
  • Covers many delivery/logistics use cases, not just one industry

Where it falls short

  • Static form fields with no adaptive follow-up questioning based on answers
  • Focused on order/shipment data capture, not satisfaction, communication quality, or NPS measurement
  • No published methodology for how questions were validated for experience research

SurveySparrow

Free Delivery Order Form Template

Positioned as an order form for shipping companies to log delivery/order details, not as a post-delivery satisfaction or NPS instrument. It shares SurveySparrow's conversational form styling but the template's purpose is operational (capturing order specifics) rather than measuring delivery experience quality.

What it does well

  • Conversational, chat-style form format that may feel approachable to respondents
  • Free template lowers barrier to entry for shipping companies
  • Fits directly into SurveySparrow's existing survey platform

Where it falls short

  • No adaptive AI probing—responses don't trigger follow-up questions
  • Designed for order intake, not for measuring satisfaction, issue incidence, or NPS after delivery
  • No automated quality scoring of open responses

Typeform

Delivery Order Form Template

A Typeform delivery order form for collecting order/shipping information, using Typeform's signature one-question-at-a-time interface. It is not structured as an end-to-end delivery experience or NPS survey and lacks dedicated satisfaction, communication, or handoff-quality questions.

What it does well

  • Clean, mobile-friendly one-question-at-a-time UI
  • Easy to embed or share via link
  • Simple logic branching available within Typeform's builder

Where it falls short

  • No voice AI or adaptive interview capability—purely static question sequences
  • Template content centers on order details, not satisfaction/NPS/issue tracking
  • No automated per-response quality scoring or auto-generated experience reports

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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