Engage and retain shoppers with our Online Shopping Experience Survey Template-measure satisfaction, refine experiences, boost loyalty!
Capture what truly matters to your online shoppers! This Online Shopping Experience Survey Template helps you gather actionable insights to refine your website, enhance user satisfaction, and build loyal customer relationships effortlessly.
5
5
5 min
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.
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.
3. Which factors influenced your decision to shop with us?
Competitive prices
Wide selection of products
User-friendly website
Fast and reliable shipping
Positive customer reviews
Promotional offers and discounts
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.
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.
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.
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.
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.
Example: “How satisfied are you with the availability of payment options on our website?”
Example: “Was the product information clear and detailed enough to help you make a purchase decision?”
Use conditional logic to show relevant follow-ups based on responses, creating a smoother and more engaging online shopping survey experience.
Example for Dissatisfied Customers: “What specific issues did you encounter during checkout?”
Example for Satisfied Customers: “What did you enjoy most about your shopping experience with us?”
Example Thank-You Message: “Thank you for your feedback! Here’s a 10% discount code for your next purchase: THANKYOU10.”
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.
Automatically send online shopping survey at key moments to gather relevant feedback based on customer interactions.
Abandoned Cart Triggers: Capture insights into why customers didn’t complete their purchase.
Example: “What prevented you from completing your purchase today?”
Exit Intent Pop-Ups: Engage customers who are about to leave the site to understand their reasons.
Example: “What stopped you from completing your purchase today?”
Repeat Purchases: Understand what keeps loyal customers coming back.
Example: “What do you enjoy most about shopping with us?”
New Customer Interactions: Gather feedback from first-time buyers to refine the onboarding experience.
Example: “Was your first shopping experience with us smooth and satisfactory?”
Site Navigation Feedback: Gather insights on ease of navigation to identify pain points.
Example: “How easy was it to find the products you were looking for?”
Ensure the customer feedback survey is responsive and user-friendly across devices, providing a seamless experience for both mobile and desktop users.
Example: Use adaptive designs that adjust to screen size for better usability.
Encourage customer feedback survey participation by rewarding customers for their time and feedback.
Example Incentive: “Complete this survey to receive a 15% discount on your next purchase!”
Maximize reach by deploying surveys across multiple touchpoints like website, in-app, email, SMS and QR codes.
Example Tip: Send surveys via the customer’s preferred channel for higher response rates and actionable feedback.
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.
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.
Product Pages: Embed surveys on specific product pages to understand customer opinions about particular items or features.
Homepage or Footer: Use the homepage or footer for general feedback surveys to collect insights from both new visitors and returning customers.
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.
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.
Order Confirmation Emails: Include a survey link in order confirmation emails to understand customers’ first impressions of their shopping experience.
Delivery Notification Emails: Add surveys to delivery updates to gauge satisfaction with shipping speed and product condition.
Cart Abandonment Emails: Trigger surveys in cart abandonment emails to learn why customers didn’t complete their purchase and what can be improved.
Delivery Follow-Up: Send SMS surveys post-delivery to capture feedback on the product condition and shipping process.
Post-Purchase Surveys: Use SMS to collect immediate feedback on the overall shopping experience, ensuring timely responses.
Delivery Feedback: Add QR codes to packages to let customers share feedback on delivery satisfaction and timeliness and increase customer loyalty.
Unboxing Feedback: Use QR codes to capture insights into the unboxing experience, such as product quality and packaging design.
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;
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.
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.
Choose Distribution Channels: Deploy the survey across relevant touchpoints like order confirmation emails, post-purchase pages, mobile apps, or SMS to capture timely feedback.
Preview and Launch the Survey: Test the survey to ensure it aligns with the shopping journey and flows smoothly before sharing it with customers.
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.
Yes, the template integrates seamlessly with platforms like Shopify, WooCommerce, or Magento to automate feedback collection.
Zonka Feedback provides detailed analytics, including response rates, customer satisfaction trends, measure customer loyalty and sentiment analysis to evaluate the survey’s impact.
It’s ideal to send the survey to online shopping customers after key milestones like purchases, deliveries, or during periodic customer satisfaction checks to avoid survey fatigue.
Absolutely! You can customize the questions or use conditional logic to differentiate between first-time buyers and repeat customers who are shopping online.
By adding surveys to cart abandonment emails, your customer support team can gather insights on why customers didn’t complete their purchase and make necessary improvements through survey data.
Yes, the platform allows you to view individual responses, enabling you to address specific issues or follow up with customers who had negative experiences.
The template is optimized for mobile devices as well as website survey allowing you to capture real-time feedback on navigation ease, mobile usability, and the checkout process.
Offering incentives like discounts or free shipping for survey completion is an effective way to boost participation rates of online shopping customers.
Yes, the survey can be translated into multiple languages to cater to your diverse customer base, ensuring accessibility and inclusivity.
Zonka Feedback’s automation tools help you take quick actions, such as addressing detractor concerns or sending thank-you messages to promoters, ensuring feedback leads to meaningful improvements.
Web Surveys%201.svg)
Email Surveys%201.svg)
SMS Surveys
WhatsApp Surveys%201.svg)
In-App Feedback%201%20(1).svg)
In-Product Feedback%201.svg)
Offline Surveys.svg)
In-App Mobile SDK
.svg)
%201%20(1).svg)
.svg)
.svg)
Salesforce 
HubSpot
ActiveCampaign
Pipedrive
Mailchimp
Zendesk 
Intercom
Freshdesk
HelpScout 
Front
Jira
Slack 
MS Teams
Webex
Zoom
Google Sheets 
Zapier 
Integrately
Make 
Webhooks 
Developer APIs
