Online Shopping Experience Survey Template Questions
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1. Please rate your overall satisfaction with the shopping experience at our website today
This question captures overall satisfaction with the online shopping experience, helping businesses identify gaps, refine their website, and enhance customer satisfaction for improved retention and seamless digital journeys.
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2. How satisfied are you with the ease of navigation on our website?
This question evaluates how easily customers can browse and find products on your website. It provides insights to improve layout, usability, and navigation, ensuring a smoother shopping experience and higher customer satisfaction.
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3. Which factors influenced your decision to shop with us?
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Competitive prices
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Wide selection of products
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User-friendly website
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Fast and reliable shipping
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Positive customer reviews
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Promotional offers and discounts
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Responsive customer support
This question identifies key drivers behind customers’ decision to shop with your website. It provides actionable insights into what attracts buyers, enabling businesses to emphasize strengths like pricing, product range, or customer support to increase conversions and loyalty.
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4. How likely are you to recommend our shopping site to a friend or colleague?
This question gauges customer loyalty and satisfaction through it's NPS scale by measuring their likelihood to recommend your site. It helps identify promoters, passives, and detractors, enabling businesses to refine their offerings and foster word-of-mouth growth.
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5. Is there anything we can do to improve your experience?
This open-ended question encourages customers to share specific feedback and suggestions, offering deeper insights into potential improvements. It helps businesses address pain points and refine the shopping experience to better meet customer expectations.
Additional Questions for The Online Shopping Experience Survey Template
Gather detailed feedback by tailoring these questions to address specific aspects of the customer experience. Each question provides critical insights into areas for improvement, ensuring a holistic understanding of the food delivery process.
1. Tailored Questions
Adjust questions to align with your business goals and customer journey. Customize topics like product selection, checkout ease, or customer support to gather targeted insights.
2. Survey Logic
Use conditional logic to show relevant follow-ups based on responses, creating a smoother and more engaging online shopping survey experience.
3. Personalize thank-you pages to show appreciation and encourage repeat visits. Boost participation by offering rewards for completing the online shopping survey.
Best Practices to Implement the Online Shopping Experience Survey Template
Maximize online shopping survey effectiveness by triggering feedback at key moments, using pop-ups for in-the-moment insights, optimizing for all devices, and offering incentives to boost participation.
1. Trigger In-Moment Feedback with Action-Based Pop-Up Surveys
Automatically send online shopping survey at key moments to gather relevant feedback based on customer interactions.
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Abandoned Cart Triggers: Capture insights into why customers didn’t complete their purchase.
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Exit Intent Pop-Ups: Engage customers who are about to leave the site to understand their reasons.
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Repeat Purchases: Understand what keeps loyal customers coming back.
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New Customer Interactions: Gather feedback from first-time buyers to refine the onboarding experience.
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Site Navigation Feedback: Gather insights on ease of navigation to identify pain points.
2. Optimize for Mobile and Desktop
Ensure the customer feedback survey is responsive and user-friendly across devices, providing a seamless experience for both mobile and desktop users.
3. Offer Incentives for Completion
Encourage customer feedback survey participation by rewarding customers for their time and feedback.
4. Leverage Omnichannel Distribution
Maximize reach by deploying surveys across multiple touchpoints like website, in-app, email, SMS and QR codes.
Effective Distribution Channels for Surveys
Reach your customers at the right touchpoints with targeted customer feedback survey across websites, apps, emails, SMS, and more to capture valuable feedback and enhance their shopping experience.
1. Website Embeds
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Post-Purchase Pages: Place surveys on thank-you or order confirmation pages to gather feedback immediately after a purchase. This ensures you capture insights when the experience is still fresh.
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Product Pages: Embed surveys on specific product pages to understand customer opinions about particular items or features.
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Homepage or Footer: Use the homepage or footer for general feedback surveys to collect insights from both new visitors and returning customers.
2. In-App or Mobile Web Surveys
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Integrated App Feedback: Add surveys directly into your app to engage active users and gather real-time insights. This is ideal for customers interacting with your platform.
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Mobile-Optimized Surveys: Ensure surveys are mobile-friendly and embedded within your mobile site to make it easy for users to share feedback on the go.
3. Email Surveys
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Order Confirmation Emails: Include a survey link in order confirmation emails to understand customers’ first impressions of their shopping experience.
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Delivery Notification Emails: Add surveys to delivery updates to gauge satisfaction with shipping speed and product condition.
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Cart Abandonment Emails: Trigger surveys in cart abandonment emails to learn why customers didn’t complete their purchase and what can be improved.
4. SMS Surveys
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Delivery Follow-Up: Send SMS surveys post-delivery to capture feedback on the product condition and shipping process.
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Post-Purchase Surveys: Use SMS to collect immediate feedback on the overall shopping experience, ensuring timely responses.
5. QR Codes on Packaging
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Delivery Feedback: Add QR codes to packages to let customers share feedback on delivery satisfaction and timeliness and increase customer loyalty.
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Unboxing Feedback: Use QR codes to capture insights into the unboxing experience, such as product quality and packaging design.
How to Use the Online Shopping Experience Survey Template
Easily set up and deploy the Online Shopping Experience Survey Template to collect valuable customer feedback, optimize your eCommerce experience, and drive satisfaction and loyalty at every touchpoint.
Here's how;
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Access the Template: Click on edit this template, sign up with your details and you can directly start using the template in a minute. Alternatively, you can log in to Zonka Feedback and select the Online Shopping Experience Survey Template from the survey templates library for quick setup.
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Customize the Template: Tailor questions to focus on your eCommerce goals, such as ease of navigation, checkout experience, and product satisfaction. Add your brand’s colors, logo, and theme for a cohesive look.
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Choose Distribution Channels: Deploy the survey across relevant touchpoints like order confirmation emails, post-purchase pages, mobile apps, or SMS to capture timely feedback.
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Preview and Launch the Survey: Test the survey to ensure it aligns with the shopping journey and flows smoothly before sharing it with customers.
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Monitor and Analyze Feedback: Use Zonka Feedback’s real-time analytics to track customer insights, identify trends, and take targeted actions to improve their online shopping experience.