25 Questions for a Travel Agency Customer Satisfaction Survey Free survey template
Online store feedback survey template. Eleven questions shoppers answer after an order.
Shoppers tell you how often they buy online, what decides where they buy and how they rate your site, your support team and your returns policy. Copy the survey, put your product categories in it and send the link with the order confirmation.
Free plan: 100 responses a month and up to 50 surveys, no credit card.
The template’s real survey on a phone.
- 11 ready questionsAbout 3 min on a phone.
- Yours to changeQuestions, answers and logic.
- A ready reportA chart for every closed question.
- Export on every planCSV, Excel and SPSS.
Your analytics shows what shoppers did. This survey asks them why, and what would bring them back for a second order.
The 11 online store feedback questions in this template.
In the order shoppers meet them. Swap the categories and payment methods for your own, and change any question.
About the shopper
-
Is this your first purchase in our store?
Why ask it. Separates first-time buyers from returning customers. Every other answer reads differently for each group.
-
How often do you shop online?
Why ask it. Shows whether your buyers shop online now and then or every week. Frequent shoppers compare you with more stores.
-
What have you purchased now?
Why ask it. Ties each answer to a product category. Replace the four options with the sections of your catalog; the Other field catches the rest.
What matters online
-
Which of these factors are the most important for you when shopping online?
Why ask it. What your shoppers weigh when they choose a store. Compare it with what your home page and ads lead with.
-
How concerned are you about privacy and security when shopping online?
Why ask it. High scores tell you to put the privacy policy, secure payment and contact details where shoppers see them at checkout.
-
Which payment method do you prefer when shopping?
Why ask it. Shows whether your checkout offers the way shoppers want to pay. Edit the options to match the methods in your market.
Your store
-
How easy was it to shop online on our website?
Why ask it. One score for how easy your site is to shop. Track it after every change to the catalog, the cart or the checkout.
-
How satisfied are you with the quality of our customer support team during and after the purchase?
Why ask it. Rates the people behind the store, before and after the sale. Read low scores next to the suggestions in question ten.
-
How satisfied are you with the returns policy in our store?
Why ask it. Shows whether shoppers find your returns fair and clear. A low score is a reason to rewrite the policy page first.
Ideas and recommendation
-
Do you have any suggestions to help us improve our shop and make it easier for you to use?
Why ask it. Ideas in the shopper’s own words, including the ones your team did not think to ask about.
-
How likely is it that you would recommend our shop to a friend or colleague?
Why ask it. A quick loyalty check on a five-star scale. For a Net Promoter Score, swap it for the 0–10 NPS question.
How to run an online store survey from this template.
- 1
Copy the template
Click “Use this template”, then sign up free or log in. The survey is copied to your account with all eleven questions, ready to edit. You’ll find the copy in your survey list, saved as a draft.
- 2
Make it yours
Put your catalog sections in question three, your payment methods in question six and your store’s name on the welcome screen.
- 3
Send it after the order
Paste the link into the order confirmation or delivery e-mail, embed the survey on the thank-you page, or print the QR code on the packing slip.
- 4
Read the answers
Every closed question gets a chart, including the ratings of your site, support and returns policy. Export the data or share a read-only report link with your team.
How to read online store feedback.
New and returning shoppers
On Basic and higher plans, filter the report by the first question. You see whether first-time buyers and returning customers rate the site, support and returns the same way.
Where the store loses points
The site and support are rated 1–10, the returns policy 1–5. Compare the share of top scores in each; the lowest is the first thing to fix.
What to change next
Suggestions arrive as open answers. Export everything to Excel, CSV or SPSS on any plan, group the suggestions by topic and count them.
How to get more shoppers to answer.
-
Ask once the parcel arrives
By then the shopper has seen the delivery and the product, and can rate support and returns too.
-
Use the messages they already open
Put the link in the order confirmation and the delivery notice, the e-mails shoppers open to track their order. Say it takes three minutes.
-
Tie answers to orders
On Basic and higher plans, a hidden variable passes the order number in the survey link, so you can follow up on a low score.
-
Show what changed
When a suggestion goes live, say so in your newsletter. Shoppers answer the next survey when they see the last one was read.
More online store survey questions you can add.
Not in the template. Add any of them in the builder in a few clicks.
Delivery
- Did your order arrive on the date we promised?
- How satisfied are you with the packaging?
- Which delivery option did you choose?
Products and the site
- Did the product match its description and photos?
- Did you find everything you were looking for?
- What almost stopped you from completing your order?
Loyalty
- How likely are you to buy from us again?
- Where did you first hear about our store?
- Would you like to receive our offers by e-mail?
Free tools for your results
- CSAT calculatorThe share of satisfied shoppers from the 1–5 returns rating.
- Top-2 / Top-3 boxThe share of 9s and 10s for the site and the support team.
- Rating average calculatorThe average and spread of the five-star ratings.
- Customer feedback surveysWhere to ask customers for feedback and how often.
- NPS surveysMeasure loyalty with the 0–10 question and track the score over time.
More templates
Questions about this template
What questions should an online store feedback survey ask?
Who the shopper is (first order or returning, how often they buy online), what decides where they buy, how they rate your site, support and returns policy, what they would improve and whether they would recommend you. This template asks all of it in eleven questions.
When should I send it?
After the order arrives, so the shopper can judge the delivery, the product and your support. To rate only the checkout, show the survey on the thank-you page right after payment.
Is the last question an NPS question?
No. It asks about recommendation on a 1–5 star scale. For a Net Promoter Score, replace it with the NPS question on a 0–10 scale. It works on every plan, including Free.
Can I link answers to orders?
The template asks for no name, e-mail or order number. On Basic and higher plans, pass the order number or customer ID in the survey link as a hidden variable. On any plan, you can add an e-mail question instead.
How do I add the survey to my store?
Paste the link into your order or delivery e-mails, embed the survey on the thank-you page or any page of your site, or print the QR code on the packing slip.
Ask your shoppers after the next order.
Copy the survey, add your categories and put the link in the order confirmation.