Form questions
Post purchase survey questions
Ask eight to twelve, sent a few days after delivery rather than at dispatch. Three are never cut: how easy checkout was, whether the delivery matched what was promised, and how the product compares with what the customer expected. Those three cover the only parts of the order a shop can change.
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.
The questions
Finding the product
How did you decide on this model?Single choiceRequired
Already knew it, compared on the site, read the reviews, asked over chat, followed a recommendation. Tells merchandising which page did the work.
Was anything missing from the product page?Single choice
Dimensions and what is in the box are the two answers that come back most often, and both are cheap to fix.
How many other places did you look before buying?Single choice
What nearly stopped you ordering?Long text
Did you use search or browse the categories?Single choice
Did the reviews change your mind either way?Single choice
Checkout
How easy was the checkout?Single choiceRequired
1 very hard to 5 very easy. The one checkout question worth keeping if you only keep one.
Did you abandon the cart at any point before finishing?Single choice
Which of these slowed you down at checkout?Multiple choice
Creating an account, entering the address, payment options, delivery cost appearing late, a vague delivery date.
Was the delivery cost what you expected?Single choice
Did you use a payment method you would normally use?Single choice
How clear was the delivery date at the point of paying?Single choice
Delivery
The delivery itselfRating gridRequired
An agreement grid of five statements: arrived in the window, tracking matched reality, packaging in good condition, instructions followed, knew who to contact.
What day did it actually arrive?Date
Where was the parcel left?Single choice
Did you have to be home for it?Single choice
How many separate parcels did the order arrive in?Number
Split shipments drive a surprising share of delivery complaints and never show up in a satisfaction rating.
Was anything missing or damaged?Single choice
The product in use
How does the product compare with what you expected?Single choiceRequired
Much worse to much better. The question that tells you whether the product page is honest.
How long did setup take?Single choice
Have you used it yet?Single choice
Worth asking before the satisfaction questions, because a rating from somebody who has not opened the box is noise.
What would you tell someone deciding on the same model?Long text
If one thing about this order could be changed, what should it be?Long text
Would you buy from this shop again?Single choice
Which questions to make required
Three are required, one per team that reads the results: the checkout rating, the delivery grid and the expectation question. Each is a number somebody owns and reports on. The open questions are optional because a customer with nothing to complain about should still be counted in the three scores, and a required text box at the end of a four section survey is where completions are lost.
- How did you decide on this model?
- How easy was the checkout?
- The delivery itself
- How does the product compare with what you expected?
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 a grocery or a meal box, replace the product in use section with freshness and substitutions: what arrived substituted, whether the substitute was acceptable, and how the chilled items arrived. Those three replace half the delivery grid as well, since temperature is the only condition that matters. For a shorter version, send four questions two days after delivery: the checkout rating, did it arrive when promised, how does the product compare with what you expected, and one open question. It fits on one screen and still feeds three different teams. For a follow up wave, write again at thirty days to the people who answered the first one, and ask only about the product: is it still working, has anything broken, would you buy it again. Early satisfaction and thirty day satisfaction diverge more than most shops expect, and only the second one predicts a return.
Questions people ask
When should a post purchase survey be sent?
Two to five days after delivery, not at dispatch. Sent at dispatch it can only ask about checkout, and the delivery and product sections get answered by guesswork. Sent much later and the checkout answers fade. If your delivery times vary a lot, trigger from the carrier's delivered event rather than from a fixed day count.
How many questions is too many?
Past about twelve, completions fall faster than the extra answers are worth. The four section shape helps because the respondent can see the shape of the thing, but it does not buy unlimited length. If four teams each want six questions, run two surveys a month apart rather than one of twenty four.
Should the survey be anonymous?
It is tied to an order, so no. That link is what makes it useful, since the answers can be read next to what was bought, what it cost and how it shipped. State that on the first screen. Nothing obliges you to collect a name or an email again, because the order already carries both.
What response rate should I expect?
Emailed post purchase surveys to recent buyers commonly run ahead of general customer surveys, because the purchase is recent and the sender is recognised. Expect a wide spread by category and price. Your own first three sends are the benchmark, and the trend across waves matters more than any published figure.
Can the delivery questions be sent to the courier?
The answers can, but treat the grid as your data rather than theirs. A carrier review works better from the five statements than from a single satisfaction score, because each statement maps to something the contract can specify. Export gives one column per field, with the grid joined into a single column.
Is a rating scale or a yes or no better for delivery?
A scale for anything about quality, a yes or no for anything about fact. Whether the parcel arrived in the window is a fact and should be asked as one. How the packaging looked is a judgement and belongs on the grid. Mixing the two into one rating loses the half you can act on.
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Delivery experience survey questions
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.
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 onboarding survey questions
An onboarding survey is worth sending at the point where a customer either has the thing working or has quietly stopped trying. These questions separate what somebody signed up to do from what they have actually managed, because the gap between the two is the whole finding.
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 form with AI, then View, export and manage your responses.
Written and checked by the OneCraft team. Last checked .