Refund Experience & Policy Satisfaction Survey

Welcome to our Refund Experience Survey. We'd like to understand your experiences with return and refund processes over the past 12 months. This survey takes approximately 6–8 minutes to complete. Your participation is 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. Please click 'Next' to begin.

In the last 12 months, have you requested a refund from any company?

• Yes
• No

How did you submit your most recent refund request?

• Website or app self-service
• In-store at a counter
• Phone support
• Email
• Live chat or messaging
• Social media
• Other (please specify)

Approximately how much was your most recent refund amount?

• Under $25
• $25–$99
• $100–$249
• $250–$499
• $500 or more
• Prefer not to say

The refund policy was easy to find.

The refund policy was clearly written and easy to understand.

The conditions for obtaining a refund were reasonable.

Overall, how fair were the refund policies you encountered in the last 12 months?

Compared with other companies you have used, how strict were the refund policies you encountered?

For your most recent refund, approximately how long did it take to receive the money after approval?

• Same day
• 1–3 days
• 4–7 days
• 8–14 days
• 15 days or more
• I don't recall

How satisfied were you with the speed at which your most recent refund was processed?

Were you kept informed about the status of your most recent refund?

• Yes, I received proactive updates
• Yes, but only after I asked
• No, I received no updates

How much effort did you have to put in to complete your most recent refund process?

Overall, how satisfied were you with the final outcome of your most recent refund?

How likely are you to continue purchasing from the company where you most recently requested a refund?

Please rank the following potential improvements from most to least important to you.

1. Faster refund processing
2. Clearer policy wording
3. Proactive status updates during processing
4. Easier process to initiate a return or refund
5. Fewer fees or deductions

Thinking about your most recent refund experience, what, if anything, would you change about the process?

We'd like to understand your refund experience in a bit more depth. An AI moderator will ask you 1–2 brief follow-up questions based on your responses so far. Please share as much or as little as you'd like.

What is your age?

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

Which best describes your gender?

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

In which region do you currently live?

• North America
• Latin America/Caribbean
• Europe
• Middle East/North Africa
• Sub-Saharan Africa
• Asia
• Oceania
• Prefer not to say

What is the highest level of education you have completed?

• Less than high school
• High school or equivalent
• Some college, no degree
• Associate degree
• Bachelor's degree
• Graduate or professional degree
• Prefer not to say

What is your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Student
• Homemaker/caregiver
• Unemployed, seeking work
• Not in labor force/retired
• Prefer not to say

Thank you for completing this survey. Your feedback will help improve refund policies and processes. If you have any questions about this research, please contact us at the email provided in your invitation.