Form questions
Delivery experience survey questions
Ask six to ten, sent within a day of delivery. Three are never cut: whether it arrived when promised, what condition it arrived in, and whether the tracking matched what actually happened. Tracking that says delivered before the parcel appears is the most common complaint in courier surveys and never shows up in a single rating.
Delivery experience survey questions ask whether a parcel arrived when promised, what condition it was in and whether the tracking told the truth. A delivery survey has to separate three things customers blame on one another: the promise the shop made, the condition the parcel arrived in, and what the driver did. Asked as one satisfaction score they are impossible to untangle.
The questions
The promise
Did it arrive when you were told it would?Single choiceRequired
Inside the window, early, late on the right day, a different day, not arrived. Five facts rather than a rating.
How accurate was the delivery date you were given at checkout?Single choice
Were you told about a delay before it happened?Single choice
Did the delivery window change after you were first given it?Single choice
Did you have to be home for it?Single choice
The parcel
What condition was it in?Single choiceRequired
Ask about the parcel as it arrived, before it was opened, so packaging damage and product damage stay separate.
Did the tracking match what actually happened?Single choice
Where was the parcel left?Single choice
Were your delivery instructions followed?Single choice
How many separate parcels did the order arrive in?Number
Was anything missing?Single choice
The driver
Did the driver do anything to tell you they were there?Single choice
Knocked, left a card, sent a photo, nothing. The last option is what turns a delivered scan into a complaint.
How would you rate the driver?Single choice
Include an I did not see them option, which is the honest answer for most deliveries.
Was the parcel handled carefully?Single choice
Did the driver ask you to sign for it?Single choice
Damage and closing
A photo of the damage, if there is anyFile upload
Images only. A photo of the label beside a photo of the damage is usually enough for the claims team to open a claim without a phone call.
What happened, in your words?Long text
If you had to contact us, how easy was that?Single choice
Has the problem been resolved?Single choice
How likely are you to choose a retailer who ships with us again?Single choice
0 to 10, written out as eleven single choice options.
Which questions to make required
Two are required, and both are facts rather than opinions: on time and condition. Those two sort every response into a case a depot can act on, a claim, or a clean delivery. The tracking question is one of the three never to cut, but the built form leaves it optional because plenty of customers never open the tracking link, and an I did not check it option still catches them. Everything else, including the damage photo and the comment, is optional, because a customer whose parcel arrived perfectly should be finished in about twenty seconds.
- Did it arrive when you were told it would?
- What condition was it in?
The form built from these questions
A static copy of a form built from part of the bank, exactly as it renders.
Three ways to change this bank
For food or chilled goods, replace the condition question with temperature and packaging: how the chilled items arrived, whether the cold packs were still cold, and whether anything had leaked. Those three are the only condition questions that matter, and the rest of the parcel section can go. For a shorter version, ask three in the delivery confirmation email: did it arrive when promised, what condition was it in, and one comment. Three questions attached to a message the customer already opens beats ten in a separate survey. For a follow up wave, write only to the people who reported damage, once the claim is closed, and ask whether the claim itself was handled well. A good recovery is measurable and is almost never measured. For a retailer that ships through several carriers, add a question naming the carrier as the customer saw it on the tracking page, because the courier is the fact that explains most of the late and damaged answers, and the customer often knows it better than the order record does.
Questions people ask
Who should send the delivery survey, the shop or the courier?
Whoever the customer thinks they bought from, which is nearly always the shop. A survey from a courier the customer did not choose gets a lower response and reads as deflection. If the courier needs the data, share the answers rather than the sending, and keep the questions factual so they map to the contract.
How soon after delivery should the survey go out?
Within a day of the delivered event, triggered from the carrier scan rather than from a fixed number of days after dispatch. Any later and the detail that makes the answers useful, such as whether a card was left, has already faded into a general impression.
Should a damage photo be required?
No. Make the photo optional and say what it is for. Requiring it turns a two minute survey into a task and loses the responses from people who did not photograph the parcel before opening it. Images only, and a small file count, keeps the upload quick on a phone.
Why ask about tracking separately?
Because it is the single most common source of delivery complaints and it is invisible in a satisfaction rating. A parcel that arrived on time after the tracking said delivered twice is a good delivery with a bad experience attached, and only a separate question finds it.
Who should open a damage claim from a survey answer?
A person on the claims team, working from the response. The form records the photo and the comment but does not open anything itself, so the thank you screen promises a claim number within one working day rather than instantly. Set the email alert add-on to the claims inbox, so every submission lands where somebody reads it, and have them reply to the damaged ones first.
Can a photo upload work on a one question per screen form?
Yes. File upload renders properly on a conversational form, with the allowed types set to images and the file count limited, which is how the damage question is built here. The photo field and the signature pad also render on a published conversational form now, so a single damage photo could use the photo field instead. File upload is used because it takes a label shot and a damage shot together.
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Post purchase survey questions
A post purchase survey covers four jobs owned by four different teams, which is why it is written in sections rather than as one list. Split that way, the merchandiser, the checkout team, the logistics lead and the buyer each get a block they can read on their own.
Product review questions
A review form gets a useful review by breaking the job into parts somebody can answer one at a time, instead of handing them an empty box under the word review. Split praise from warning and the same customer writes twice as much.
Customer effort score questions
Effort is what a customer remembers about a support experience long after they have forgotten who helped them. These questions measure the whole journey from first message to fix, rather than rating the last person in the chain.
On writing the questions themselves, read How to write survey questions. For everything the builder can do, see the form maker. Step by step: Create a conversational form with AI, then View, export and manage your responses.
Sources
Written and checked by the OneCraft team. Last checked .