Surveys for Marketplaces | Seller & Buyer Feedback

Surveys for Online Marketplaces

A marketplace thrives on trust between buyers and sellers. Surveys from both sides reveal friction points in listings, payments and dispute resolution — helping you build a platform people keep coming back to.

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Free to get started

5 min to launch your first survey

Use cases for marketplaces

Post-transaction buyer surveys

Automatically survey buyers after every completed order to rate product accuracy, shipping and seller communication.

Seller experience tracking

Survey sellers on listing tools, fee transparency, payout speed and support responsiveness to improve seller retention.

Trust & safety monitoring

Detect fraud signals and counterfeit concerns early by asking buyers about product authenticity and listing accuracy.

Platform NPS (both sides)

Measure how likely buyers AND sellers are to recommend your marketplace — track both sides separately.

Search & discovery feedback

Understand whether buyers can find what they need. Identify search gaps, missing categories and filter issues.

Dispute resolution rating

After a dispute is resolved, survey both parties on fairness and speed. Improve your resolution process with data.

SurveyNinja features for marketplaces

Dual-sided survey triggers

Automatically survey both buyer and seller after each transaction — compare perspectives on the same order.

Seller scorecard analytics

Aggregate buyer feedback into seller scorecards with quality, communication and shipping scores. Surface top and struggling sellers.

Fraud early warning

Survey responses flagging "item not as described" or "suspected counterfeit" trigger automatic review by your trust & safety team.

Category-level benchmarks

Compare satisfaction metrics across product categories. Identify which verticals need attention and which are thriving.

API & webhook integration

Trigger surveys from any marketplace event via REST API or webhooks. Works with custom-built and headless platforms.

Multi-language support

Surveys automatically display in the buyer's or seller's preferred language — critical for cross-border marketplaces.

How to collect marketplace feedback

Multiple channels — respondents choose the most convenient one and respond in 1–2 minutes

Post-transaction email

Automatic survey to buyer and seller after order delivery confirmation

In-platform widget

Feedback form embedded in the order details or transaction history page

In-app notification

Push notification survey within your marketplace app — high engagement

SMS follow-up

Text survey for users who prefer mobile — reaches them where they are

Seller onboarding QR

QR code in seller onboarding materials to capture first impressions

How it works

Choose a template

Pick a ready-made survey for your industry and customize the questions in minutes — no technical skills required.

Start free

Share with your audience

Distribute via QR code, direct link, email, or embedded widget — wherever your customers are.

Analyze and act

Track responses in real time in your dashboard and make data-driven decisions that grow your business.

Frequently Asked Questions

When should marketplaces survey buyers and sellers?

Buyers: post-delivery (1–3 days). Sellers: monthly NPS pulse + post-major-event (after platform changes, fee changes). Both sides need separate flows — they have different success metrics.

What should marketplace surveys focus on before committing to a program lead?

For buyers: trust in sellers, dispute resolution, search/discovery quality, payment safety, shipping. For sellers: take rate fairness, payout speed, listing tools, traffic quality, support responsiveness, and competitive comparison vs. Etsy/Amazon/eBay. Keep the result attached to completion notes so the course review can act without rereading every comment.

How do surveys reduce two-sided marketplace churn?

Sellers churn when listings don't convert; buyers churn after a bad first experience. Survey both; fix top friction points fast. Marketplaces that act cut early seller churn 20–35% and buyer first-experience churn 25–40%.

Can I track NPS by category, seller tier and buyer cohort?

Yes. Each survey tags category, seller tier, buyer cohort and platform behavior. PMs see ranked dashboards; identify problem categories or seller cohorts and fix policies, fees or features.

How do surveys help with trust and safety operations?

Buyer surveys catch "felt scammed", "fake item", "seller ghosted" before disputes are filed. T&S teams that act cut formal disputes 20–35% and buyer reports to payment networks 30–50% — direct chargeback prevention.

Does SurveyNinja integrate with marketplace tech stacks?

Yes. Via webhooks, Zapier and the API we connect with Stripe Connect, Shopify Marketplace, Mirakl, custom marketplace builds, Segment and most data warehouses. Surveys auto-trigger by transaction or seller event.

How am I alerted to fraud, scam reports or critical seller issues in real time?

Critical keywords ("scam", "fraud", "chargeback", "PayPal dispute", "lawyer", "class action", "FTC complaint") trigger instant Slack alert to T&S and policy. Same-day intervention prevents most regulatory escalations.

What should priority tags and escalation path reveal about Seller experience?

Yes. The template library includes buyer post-delivery, buyer dispute resolution, seller onboarding, seller monthly NPS, post-policy-change feedback, top-seller relationship and competitor benchmark. Editable in minutes.

How do surveys help retain power sellers (the GMV concentrators)?

Top 1% of sellers often drive 30–50% of GMV. Quarterly white-glove surveys reveal exactly what would make them list more vs. switch platforms. Marketplaces that act keep 90%+ of power sellers — vs. losing 30%+ to silent churn.

How do surveys support search relevance and category strategy?

"Did you find what you were looking for?" by category reveals search-zero-result patterns and category gaps. Marketplaces that act improve search conversion 10–20% and prioritize category investment with hard data instead of gut.

Start free — scale as your feedback program grows

Choose the plan that matches your response volume and reporting needs. Full pricing

Free

$0/mo No time limit · no credit card required

Free — forever

Up to 3 surveys
100 responses/mo
10 questions per survey
Logic and basic analytics

Start free

Basic

$15/mo per month, billed annually

For small teams and regular feedback collection

10 surveys per account
1,000 responses per month
30 questions per survey
10,000 views per month
Logic branching
Image, video & audio attachments
Custom themes
Export (PDF, CSV, XLSX)

Choose plan

Standard

$37/mo per month, billed annually

For marketing, HR and product research

50 surveys per account
5,000 responses per month
50 questions per survey
100,000 views per month
Incomplete responses
Removable copyright
Auto-backups
Custom survey URL

Choose plan

14 days free

Premium

$69/mo per month, billed annually

For large teams and advanced automation

∞ surveys per account
20,000 responses per month
∞ questions per survey
∞ views per month
Team collaboration
Custom domain
Score calculation
Redirects

Start trial

Enterprise

On request

Custom plan for large companies

Unlimited resources
Up to 1,000,000 responses/month
Flexible task-based limits
Priority support
Number of seats
Monthly response limits
Disk space
Personal manager