Surveys for Marketplaces | Seller & Buyer Feedback

Use cases for marketplaces

Post-transaction buyer surveys

Survey buyers after every completed order with a link in your order message 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 surveys

Send survey links to both buyer and seller after each transaction and 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.

Spot fraud reports fast

Filter responses that flag "item not as described" or "suspected counterfeit". An instant e-mail (or Telegram) notification on every new response helps your trust & safety team review them quickly.

Category-level benchmarks

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

API & webhooks

Add the survey link with an order ID to the messages your platform sends after any marketplace event. Webhooks pass new responses to your systems and through the REST API your systems can create and publish surveys and pull results. Works with custom-built and headless platforms.

A survey for each language

Write the questions in your buyers' or sellers' language and show the survey interface in English, Spanish or Portuguese. For several languages, make a copy of the survey for each one.

How to collect marketplace feedback

The survey is a link: send it by e-mail, QR code or website widget, or in the SMS and messenger messages your own tools already send. It takes 1–2 minutes to answer

Post-transaction email

Survey link to buyer and seller in your delivery confirmation messages

In-platform widget

Feedback form embedded in the order details or transaction history page

In-app notification

Survey link in the push notifications your marketplace app already sends

SMS follow-up

Survey link sent from your own SMS tool to users who prefer mobile, reaching them where they are

Seller onboarding QR

QR code in seller onboarding materials to capture first impressions

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?

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.

How do surveys reduce two-sided marketplace churn?

Sellers churn when listings don't convert; buyers churn after a bad first experience. Survey both and fix the top friction points fast. Marketplaces that act keep more new sellers and more first-time buyers.

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" or "seller ghosted" before a dispute is filed. Acting on that early feedback helps trust and safety teams head off formal disputes and chargebacks.

Does SurveyNinja integrate with marketplace tech stacks?

Yes. Add the survey link to the order confirmation, delivery e-mail or seller notification your platform already sends, or show it as a widget on your site. New responses can go to Segment, your data warehouse or your CRM through webhooks or Zapier, and through the API your system can create and publish surveys and pull responses.

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

Every new response arrives as an instant e-mail notification to the trust and safety team (or a Telegram message on Standard plans and up), so a comment about a scam, fraud, a chargeback or a lawyer is seen right away. You can also send responses to Slack through Zapier. Acting the same day helps stop a problem before it turns into a regulatory complaint.

Can I start from a template?

Yes. Start from a template such as Online Store Feedback, Customer Satisfaction Survey or NPS Survey and change the questions for buyers after delivery or a dispute, seller onboarding and monthly NPS, feedback after a policy change, top-seller relationships and competitor benchmarks.

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

A small group of top sellers often drives a large share of GMV. Quarterly white-glove surveys show what would make them list more and what might push them to another platform. Acting on that keeps them from leaving quietly.

How do surveys support search relevance and category strategy?

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

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 and no credit card required

Free — forever

Up to 50 surveys
100 responses/mo
30 questions per survey
Logic, export, API and MCP

Start free

Basic

$15/mo per month, billed annually

For small teams and regular feedback collection

100 surveys per account
1,000 responses per month
50 questions per survey
1 GB storage, files up to 100 MB
Image, video & audio in questions
Custom themes and your logo
Matrix, file upload and research question types
Response filters

Choose plan

Standard

$37/mo per month, billed annually

For marketing, HR and product research

500 surveys per account
5,000 responses per month
100 questions per survey
3 GB storage, files up to 300 MB
Response limit and deadline
Survey and question timers
No SurveyNinja branding
Incomplete responses

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
6 GB storage, files up to 500 MB
Custom roles for the team
Custom domain
AI report on responses
Promo codes

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

Surveys for Online Marketplaces

Use cases for marketplaces

Post-transaction buyer surveys

Seller experience tracking

Trust & safety monitoring

Platform NPS (both sides)

Search & discovery feedback

Dispute resolution rating

Templates to start from

SurveyNinja features for marketplaces

Dual-sided surveys

Seller scorecard analytics

Spot fraud reports fast

Category-level benchmarks

API & webhooks

A survey for each language

How to collect marketplace feedback

How it works

Start from a template

Share with your audience

Analyze and act

Example questions for marketplace surveys

Frequently Asked Questions

When should marketplaces survey buyers and sellers?

What should marketplace surveys focus on?

How do surveys reduce two-sided marketplace churn?

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

How do surveys help with trust and safety operations?

Does SurveyNinja integrate with marketplace tech stacks?

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

Can I start from a template?

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

How do surveys support search relevance and category strategy?

Surveys for other industries

Surveys for Online Stores

Surveys for Mobile Commerce

Surveys for Subscription Services

Surveys for Affiliate Marketing

Start free — scale as your feedback program grows

Start collecting marketplace feedback today