Post-purchase survey questions
These questions help you understand how customers experienced their purchase, from finding the product to receiving and using it. They work for online shops and physical stores. Don’t use them all: pick 5 to 8, start with the overall experience and end with an open question.
Buying experience
- 1.
How would you rate your buying experience?
1 to 5 scale - 2.
How easy was it to find what you were looking for?
1 to 5 scale - 3.
The product information was clear and complete.
Agreement scale - 4.
Where did you make your purchase?
Single choiceIn the online store · In the physical store · Through WhatsApp or social media · By phone - 5.
How likely are you to recommend us to a friend or family member?
NPS 0 to 10 - 6.
Did anything almost stop you from buying?
Single choiceNo, nothing · The price · Shipping cost or time · Doubts about the product · The checkout process · Other
Delivery or pickup
- 7.
How did you receive your purchase?
Single choiceHome delivery · Store pickup · I took it with me · Pickup point - 8.
Did your order arrive on the promised date?
Single choiceEarlier than expected · On time · A little late · Very late - 9.
Did the product arrive in good condition and complete?
Yes / No - 10.
How would you rate the packaging?
1 to 5 scale - 11.
I was kept informed about the status of my order.
Agreement scale
Product
- 12.
Did the product match the description and photos?
Single choiceYes, exactly · Close enough · Quite different - 13.
How would you rate the quality of the product?
1 to 5 scale - 14.
How satisfied are you with the product after using it?
1 to 5 scale - 15.
Did you have to exchange or return the product?
Yes / No - 16.
What made you choose this product?
Multiple choicePrice · Quality · Brand · Other customers’ reviews · Recommendation · Available right away
Payment and price
- 17.
How easy was it to pay?
1 to 5 scale - 18.
Which payment method did you use?
Single choiceCredit card · Debit card · Bank transfer · Cash · Digital wallet · Other - 19.
I found the payment method I prefer.
Agreement scale - 20.
The final price was what I expected, with no surprise charges.
Agreement scale - 21.
How would you rate the value for money?
1 to 5 scale
Repurchase and loyalty
- 22.
Would you buy from us again?
Single choiceDefinitely · Probably · Not sure · Probably not - 23.
Is this your first purchase with us?
Yes / No - 24.
How did you find us?
Single choiceSocial media · Search engine · A recommendation · Walked by the store · I was already a customer · Other - 25.
What would encourage you to buy again?
Multiple choiceDiscounts · Free shipping · More variety · Faster delivery · Loyalty points · Nothing in particular
Open-ended questions
- 26.
What would make your next purchase easier?
Open-ended - 27.
What did you like most about your purchase?
Open-ended - 28.
If something went wrong, what happened?
Open-ended - 29.
What product would you like us to sell?
Open-ended - 30.
Is there anything else you’d like to tell us?
Open-ended
Tips for your survey
- If you sell online, send it a few days after delivery, once the customer has tried the product.
- In a physical store, put a QR code at the checkout or on the receipt so people can answer from their phone.
- Keep delivery questions separate from product questions. That way you know if the problem was shipping or what you sell.
- The "how did you find us" answers tell you which channels are worth investing in.
- If someone says their order arrived damaged, contact them quickly and fix it. It’s a good chance to win back their trust.
Frequently asked questions
- When should I send a post-purchase survey?
- If you deliver to the customer’s home, a few days after delivery. If they bought in store, right away or the same day, with a QR code or a message.
- How many questions should it have?
- Between 5 and 8. The customer has already finished buying and won’t want to spend long, so a 2-minute survey works best.
- How is it different from a customer satisfaction survey?
- A post-purchase survey focuses on one specific purchase: the process, the delivery and the product. A satisfaction survey measures the overall relationship with your business.
- How do I send it with SurvIQ?
- You can share it with a link by WhatsApp or email, or with a QR code. Customers answer from their phone without creating an account, and you see the results in charts in real time.
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