25 Questions for a Travel Agency Customer Satisfaction Survey Free survey template
Delivery experience survey. The order desk and the couriers, rated apart.
Customers rate the manager who took the order and the company that brought it, then tell you about damaged goods, replacements and paying for delivery. Most questions take one tap.
Free plan: 100 responses a month and up to 50 surveys, no credit card.
The template’s real survey on a phone.
- 17 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.
A customer who orders delivery meets your store twice: when the order is taken and when it arrives at the door. Ask about both, and you know which one to fix.
The 17 delivery survey questions in this template.
Ordering habits, two sets of star ratings, then problems and ideas. Customers skip the questions that don’t apply to them.
Ordering habits
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How often do you order delivery from our store?
Why ask it. Separates regulars from one-time customers.
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Do you prefer online or in-store shopping?
Why ask it. Customers who prefer in-store shopping skip the next question about online orders.
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In your opinion, is delivery arranged promptly when ordering online?
Why ask it. How fast delivery feels to the customer, from order to door.
The order and delivery manager
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Competence
Why ask it. Whether the manager who took the order handled it without mistakes.
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Politeness
Why ask it. How courteous the manager was while taking the order.
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Promptness
Why ask it. How fast the manager confirmed and processed the order.
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Responsiveness
Why ask it. Whether the manager answered questions and requests while the order was open.
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Product awareness
Why ask it. Whether the manager could answer questions about the products themselves.
The delivery company
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Timely delivery
Why ask it. Whether the delivery company arrived within the promised time.
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Politeness
Why ask it. How courteous the courier was at the door, rated apart from the manager.
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Competence
Why ask it. Whether the courier handled the order correctly, from the right items to the right address.
Problems and ideas
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Were the products you ordered delivered safe and sound?
Why ask it. The share of damaged orders. Only customers who answer that the products were damaged go on to the next two questions.
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Have you had any problems replacing damaged products, if applicable?
Why ask it. Shows whether your replacement policy works in practice. A denied replacement deserves a call back.
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Please clarify what exactly the problem was with the return/replacement of the product
Why ask it. The details behind a difficult return, in the customer’s own words.
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Were there any problems when paying for delivery?
Why ask it. Catches trouble with paying for delivery, online or at the door.
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Please share your suggestions for improving the delivery quality
Why ask it. Ideas for the whole delivery, from time slots to packaging.
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Please provide your contact details (email or phone number) if you would like us to contact you
Why ask it. Optional. Customers with a problem can leave a way to reach them, so the store can put it right.
How to create a delivery survey from this template.
- 1
Copy the template
Click “Use this template”, sign up free or log in, and the 17 questions are copied to your account with their logic. The copy appears in your survey list as a draft.
- 2
Make it yours
Put your store’s name on the welcome screen if you like. The rules for in-store shoppers and damaged orders are already set.
- 3
Send it after delivery
Print the QR code on the packing slip, add the link to your order confirmation, or embed the survey on your site.
- 4
Compare the order desk and the couriers
The five ratings for the order desk and the three for the couriers each get a chart. Share a read-only report link with the delivery company or export the answers.
How to read delivery survey results.
Order desk or couriers
Five ratings cover the manager and three cover the delivery company. Compare the averages of the two sets to see where the experience breaks.
Damage and replacements
The safe-and-sound question gives the share of damaged orders. The replacement answers show how many of them ended with a refusal.
Who to call back
Customers who reported a problem and left contact details are your call list. Export everything to Excel, CSV or SPSS on any plan.
How to get more customers to answer.
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Ask the day it arrives
A QR code on the packing slip reaches customers while they unpack.
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Say how long it takes
Most questions are one tap. Write on the welcome screen that the survey takes about three minutes.
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Share it with the carrier
If a delivery company works for you, send it the courier ratings every month.
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Call back on problems
A customer who reports damage and leaves contact details is waiting for your call.
More delivery survey questions you can add.
Not in the template. Add any of them in the builder in a few clicks.
Ordering
- How easy was it to place your order?
- Which delivery time slot did you choose?
- How did you place the order: on the website, in the app or by phone?
At the door
- Did the courier call before arriving?
- Was your order complete, with nothing missing?
- How would you rate the packaging?
Loyalty
- How likely are you to order delivery from us again?
- How likely are you to recommend our delivery to a friend, from 0 to 10?
- What would make you order delivery more often?
Questions about this template
What questions should a delivery survey ask?
How often people order, how fast delivery feels, how they rate the person who took the order and the courier, whether the goods arrived intact, how replacements went and what to improve. This template asks all of it in seventeen questions.
Why are Politeness and Competence asked twice?
The first set rates the order and delivery manager, the second rates the delivery company. A short screen before each set tells customers whom they are rating.
Does every customer see all the questions?
No. Customers who prefer in-store shopping skip the question on online delivery speed, and only customers who report damaged products see the replacement questions. Logic works on every plan.
Can I see results for each courier?
The template does not ask which courier came. Add a question with your couriers or delivery zones to compare them.
Ask about the next delivery.
Put your store’s name on the welcome screen and add the QR code to the packing slip.