E-shop purchase satisfaction questionnaire template

Dear customer👋

Your opinion matters to us. Please take 5 minutes to give us your feedback which will help us improve our e-shop and quality of related services and make sure you're always left with a positive experience.

We truly appreciate your insight and your time.

Important: Questions 11 - 15 serve to further identify your customers. If not needed for a more detailed insight, feel free to remove them.

1. Overall, how satisfied were you with the online purchase?

(1 star = minimum satisfaction / 5 stars = maximum satisfaction)

2. Where have you found out about our e-shop?

Select one answer

  • Choose...
    • Choose...
    • Price comparison sites
    • Commercial (TV, radio, magazine)
    • Reference from a colleague/friend
    • Previous experience
    • Social networks (FB, YT, IG, Twitter etc.)
    • Internet
    • Other...

3. Award points on a scale 1 - 5 to assess each of the following e-shop qualities.

(1 point = disappointed / 5 points = impressed)

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

E-shop navigation

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

The range of products on offer

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

Product information availability

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

Visual materials & images

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

Order placement

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

Payment methods

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

Transaction security

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

Affordable pricing

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

Guaranteed delivery

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

Distribution channels

  • 1 point
  • 2 points
  • 3 points
  • 4 points
  • 5 points
  • Can't tell

4. What motivated you to make a purchase via our e-shop?

Select one answer

  • Discounted products
  • Attractive products
  • Wide product selection
  • Product online visualization
  • Reference from a colleague/friend
  • Affordable pricing
  • Personal need

5. How would you assess the payment process you have selected?

Select one answer

  • Successful with no glitches
  • Successful with a bit of trouble
  • Successful with a lot of struggle
  • Unsuccessful, had to choose another method

6. Based on your latest experience, will you be interested to use our e-shop again?

Select one answer

  • Yes
  • Maybe
  • No
  • Can't tell

7. How much do you agree with the following statements?

Select one answer in each row

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

Communication with the shipping office was smooth.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

Parcel tracking service worked flawlessly.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

I got properly notified about the delivery time.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

The package arrived complete and in time.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

The goods didn't suffer any damage.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

The deliveryman was polite and helpful.

  • Definitely agree
  • Rather agree
  • Undecided
  • Rather disagree
  • Definitely disagree

8. How often do you purchase in our e-shop?

Select one answer

  • Once a day
  • Once a week
  • Several times a week
  • Once a month
  • Several times a month
  • First-time purchase

9. How likely is it that you would recommend our e-shop to your colleague or friend?

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

Not at all likely

Extremely likely

10. Is there anything that can make our e-shop and related services any better?

All ideas and suggestions count.

500

11. What is your gender?

Select one answer

  • Male
  • Female
  • Prefer not to say

12. What is your age?

Select one answer

  • Under 15
  • 15 - 20
  • 21 - 30
  • 31 - 35
  • 36 - 40
  • 41 - 50
  • Over 50
  • Prefer not to say

13. What is your highest education degree you've earned?

Select one answer

  • Less than high school degree
  • Apprenticeship certificate
  • High school degree or equivalent
  • Bachelor's degree
  • Master's degree
  • Doctoral degree

14. What is your employment status?

Select one answer

  • Choose...
    • Choose...
    • Employed (full-time)
    • Employed (part-time)
    • Unemployed
    • Self-employed
    • Student
    • Retired

15. Which income group does your household fall under?

Select one answer

  • Less than $20.000 / year
  • $20.000 - $30.000 / year
  • $31.000 - $40.000 / year
  • $41.000 - $50.000 / year
  • $51.000 - $60.000 / year
  • Over $60.000 / year
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E-shop purchase satisfaction survey

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Increase your sales and brand awareness by delivering the best customer experience in online shopping. Use an e-shop purchase satisfaction survey template.

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The survey sample is ideal for

  • online store owners,
  • marketing departments,
  • entities in the commercial sector,
  • developers.

Positive online shopping experience is vital and customer expectations in this respect are stern. Shall your site not return relevant matches to the sought-after goods? The customer leaves. Does the product description contain insufficient information? The customer leaves. Is the ordering process too complex? Guess what. Prevent customer drop-off before the purchase by making the shopping process smooth and easy. This survey template will bring you the data you need.

The questionnaire template can be fully edited. Survio will process your answers into well-arranged tables and graphs.

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