Did it all go smoothly?

Hi 👋 Thanks for shopping with [store name]. Tell us how the order went, from clicking buy to opening the box, and we will fix whatever slowed you down. 

Under 2 minutes.

1. How satisfied are you with your order?

2. Was this your first order from us?

Select one answer

  • Yes, my first order
  • No, I have ordered before

3. What mainly made you buy from us?

Select one answer

  • Price or a discount
  • The product I wanted was here
  • Wide choice
  • I have bought here before
  • Someone recommended you
  • Free or fast delivery

4. How did each step go?

Select one answer in each row

  • Poor
  • OK
  • Great

Placing the order

  • Poor
  • OK
  • Great

Order confirmation

  • Poor
  • OK
  • Great

Delivery updates

  • Poor
  • OK
  • Great

Delivery time

  • Poor
  • OK
  • Great

Packaging on arrival

  • Poor
  • OK
  • Great

5. Was anything about ordering difficult?

Select up to 2 answers

  • Delivery cost
  • Delivery would take too long
  • Having to create an account
  • Payment options
  • Not enough product information
  • No, it was easy

6. How would you rate the product and our service?

Select one answer in each row

  • Poor
  • OK
  • Great
  • Did not use

Product quality

  • Poor
  • OK
  • Great
  • Did not use

Value for money

  • Poor
  • OK
  • Great
  • Did not use

Matches the description

  • Poor
  • OK
  • Great
  • Did not use

Customer support

  • Poor
  • OK
  • Great
  • Did not use

Returns or exchanges

  • Poor
  • OK
  • Great
  • Did not use

7. How likely are you to recommend [store name]?

  • 0
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10

Not at all likely

Extremely likely

8. What would have made your order better?

500

Powered by Survio
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Survey Templates Customer Feedback

Online Store Order Satisfaction

Who it's for

Online shops of any size. Send it a few days after the parcel arrives.

Who answers

The customer who just received an order, on a phone, in two minutes.

Use template

What you'll see

  • Every step of the order rated separately: choosing, paying, delivery, packaging
  • Whether anything in the ordering was difficult, which is where the abandoned carts come from
  • First orders and repeat orders split apart
  • What made them buy from you rather than somewhere else

How to get good answers

  • Send it a few days after delivery, not at dispatch. Half of what people judge happens after the parcel leaves you.
  • Ask what was difficult, plainly. Delivery cost, a forced account and a confusing checkout never show up in your own data as reasons.
  • Do not attach a discount code. Answers written for a voucher are worth less than no answers.
  • Read first-time buyers separately. They are the ones who met your checkout without knowing the way around.

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