CUSTOMER
Post-purchase experience survey template
Understand a recent purchase, whether it met expectations, and what to improve after checkout.
8 questions · 2 pages · 4 answer formats · About 2 min
Time is estimated from all questions, including matrix rows. Branching can shorten a path; reading, consent and longer written answers can add time. Confirm it with a pilot.
Free to use within your plan's response allowance. Edit the wording and options before publishing.
Use this template opens an editable draft after sign-in. Questions, answer options and configured logic carry over; nothing is published until you choose to publish.
Try the questionnaire
Answer it before you use it.
Try the actual questions, follow-ups and endings. Preview answers stay in this tab and disappear when you close or restart it. Nothing is submitted.
Who this is for
Commerce and customer teams improving the experience after an order is placed.
Before you send it
Replace product placeholders with the actual order categories. Send after delivery or first use, and keep the survey separate from review incentives.
Questionnaire preview
These are the questions and answer options copied into your draft. Bracketed text is a prompt to customize. Matrix questions contain several statements, so allow time for each row.
Page 1
1. What did you purchase? (required)
Choose one
[Product or service A][Product or service B][Product or service C]Another item2. What mattered most in your decision?
Choose one
PriceQualityConvenienceRecommendationBrandSomething else3. How closely did it match your expectations? (required)
1–7 scale (Not at all → Exactly)
4. How was the purchase and delivery process?
Choose one
Very difficultSomewhat difficultNeitherSomewhat easyVery easy5. What should we improve about the experience?
Long text
Page 2: Context and next steps
6. How did you first hear about this product?
Choose one
SearchSocial mediaA friend or colleagueAn advertisementReturning customerOther7. When did you first use or receive the product?
Date
8. What almost stopped you from completing the purchase?
Long text
Use the builder link to retain logic, piping, consent, scoring, and randomization. Plain text copies wording only; piped answers become editable placeholders.
How to read the results
Separate product fit from fulfillment and checkout friction. Break results out by product and delivery method before choosing an improvement.
Preview your edited survey on desktop and mobile, run a small pilot, and review an export before inviting the full audience. Adding questions is optional: keep the ones that support your decision.
Keep building your study
Track customer recommendation, satisfaction, and effort alongside the written reasons behind each score.
Understand cancellation reasons, prior usage, and unmet needs without adding friction to cancellation.
Review a recent service interaction across effort, clarity, resolution, and preferred support channels.
Count the questions and reading load before confirming timing with a pilot.
Start
Start with this template.
Make it your own.
Free to use within your plan's response allowance. 100 responses a month on Free, and no credit card.