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60 eCommerce survey questions to ask your customers in 2022

60 eCommerce survey questions to ask your customers in 2022

E-commerce surveys are only relevant and result-driven if you ask the right questions, in the best way, at the perfect time. Asking the right survey question at the right time helps you quickly identify and understand the consumers’ requirements, pain points, sentiments, and behavioral aspects. Make sure the survey questions you ask should match your survey goals. It enables you to target your survey better to the right audience and subsequently helps you gather valuable customer data.

We know that - It can be hard for you to choose relevant ecommerce survey questions that help you drive valuable information. So, we have compiled 50+ E-commerce Survey Questions that enable you to gather relevant information. Beyond that, we have also shared some tips for where and when to display your website survey.

Where and When to Display your Survey Questions on your E-commerce Website?

Where and when to display your e-commerce survey question depends on what you want to know — overall store experience, shopping experience, post-purchase feedback, reviews on new products, or any customer issues. Based on these survey goals, you can trigger survey questions at the following touchpoints on your e-commerce website:

  1. Home Page

    Home Page is a first interaction point where your visitors or potential buyers build a first impression of your business and brand based on what they’ve perceived on your website. To gauge the overall user experience of buyers or visitors, trigger an e-commerce survey question via feedback widget (buttons or popups) and gather satisfaction and experience data to improve your home page.    

  2. Product or Service Page

    Listening to your visitors' opinions and suggestions can help you identify and improve your products’ weak areas. Thus, triggering a product survey question on your product page expands the scope of product development.

  3. Post-Purchase or Success Page

    It is crucial to measure the customer reaction based on instant performed actions like buying a subscription, post-purchase, signing for a newsletter, or completing any transaction. For this, you can trigger the post-purchase question or transactional NPS questions post-transaction to gauge the real-time customer perception. You can also get qualitative data using a comment box. It helps your customers to share their experiences and suggestions in detail.

  4. Customer Support Page

    Customers or visitors are likely to visit the business again and make purchases that offer excellent customer support services. Thus, Customer Support Survey responses further reduce complaint tickets and speed up the lead conversion process. You can trigger customer support survey questions on the help-desk page, knowledge-base, help articles, and blogs. It uncovers various crucial things like - ease of accessing help-based content, helpfulness of your customer support agents, effectiveness and ease of problem resolution, etc.

  5. Cart Abandonment Page

    Cart Abandonment Survey is the best way to find out why the shopping cart is abandoned. In addition, the responses to the surveys help you identify the missing elements or potential objections that lead customers or visitors not to press the purchase button. Thus, when customers don’t hit the purchase button or cancel the purchase, immediately trigger the cart abandonment survey question on your shopping cart page.

E-commerce Survey Questions

While designing your survey, ask simple and non-intrusive questions so that your customers or respondents can freely share their reviews and opinions for your brand or business. Keep the language of your question simple and understandable. Avoid asking leading questions that reflect your own opinions and preferences. 

If you ask any scale-based questions, make sure your scale should be consistent throughout the survey. Sometimes, your audiences are not in the mood to share their feedback in words or long sentences, so include intelligent close-ended survey questions in the Yes or No form, MCQs, or ratings.

Regardless of what type of e-commerce business you are working on, our expert E-commerce Survey Questions are helpful to drive insightful data based on which you can take action to improve your visitors’ shopping experience.

Top 60 E-commerce Survey Questions for 2021

  1. Did you satisfied with the overall experience?
  2. How well does our business meet your needs?
  3. How can we improve your experience?
  4. Do you have anything else to add?
  5. On a scale of 0-10, how likely would you recommend us to a friend or colleague?
  6. Have you ordered [PRODUCT] from us before?
  7. Did you find enough range of products?
  8. Which other options did you consider before choosing our product?
  9. How well does our product meet your needs?
  10. How satisfied are you with the quality of products?
  11. What do you like most/least about our product?
  12. Which features are the most valuable to you?
  13. How easy is our product to use?
  14. What problem would you like to solve with our product?
  15. How responsive have we been to your questions or concerns about our products?
  16. What do you think about the pricing of our products?
  17. How does our product is different from that of competitors?
  18. If you could change one thing about our product, what would it be and why?
  19. On a scale of 0-10, how likely is it that you could recommend our product to a friend or colleague?
  20. How did you learn about our website?
  21. How easy is it for you to navigate our website?
  22. Do you always shop on our website?
  23. What makes you visit our website?
  24. Did something go wrong on our website?
  25. Would you recommend our website to others? 
  26. How can we improve our website?
  27. Were you able to find the information you were looking for on our website?
  28. Compared to our competitors, is our website is better, worse, or about the same?
  29. On a scale from 0 to 10, how likely will you recommend our website to a friend or colleague?
  30. How often do you shop on this site?
  31. What is the issue you face with shopping online?
  32. How was your checkout experience at our store? 
  33. How was your payment experience at our store?
  34. Would you like to share your contact details?
  35. Do you feel safe while sharing your card details?
  36. On a scale of 0-10, how likely are you to buy from our store again?
  37. Are you satisfied with the products in your order?
  38. Did our product meet your expectations?
  39. What did you love the most about the experience?
  40. What are the other items you want to purchase from our store?
  41. What convinced you to buy from us?
  42. How easy was it for you to finalize the purchase?
  43. Do you purchase from us again in the future?
  44. How would you rate your overall experience?
  45. What can we do to improve your purchase experience?
  46. What stopped you from completing your purchase?
  47. On a scale of 0-10, how likely are you to recommend us to family and friends? 
  48. To what extent do you agree with the following statement: The company made it easy to handle my issue.
  49. How valuable are the customer support sources we provide?   
  50. How responsive our customer support team was?
  51. How helpful was our customer support team?
  52. Did our customer support staff solve your query?
  53. On a scale of 1-10, how likely will you recommend our customer support staff to a friend or colleague?  
  54. Did you receive your order within the expected timeline?
  55. Did you receive your order at the shipping address?
  56. How was our delivery agent?
  57. Did our delivery agent behave professionally? 
  58. Please rate your experience with the delivery personnel.
  59. How satisfied are you with the quality of our delivery services?
  60. How can we improve our delivery services?

General E-commerce Survey Questions

These questions help you to gauge the overall experience of your visitors regarding your website. It is always good to ask these questions at the beginning of the survey as it leaves you with some data in your hand, even if the respondent leaves the survey without completing it. This further helps you in the lead generation process. Some of the best general E-commerce survey questions:

1. Did you satisfied with the overall experience?
2.
How well does our business meet your needs?
3. How can we improve your experience?
4. Do you have anything else to add?
5. On a scale of 0-10, how likely would you recommend us to a friend or colleague?

Product Survey Questions

The quality of your products and services determines the purchase decision of your buyers. Thus, your products need constant upgradation and improvement to compete in the market. Taking product feedback from your customers or visitors helps you understand your products’ pros and cons and improve them to make them audience-centric. Here are few product survey questions you can include in your product feedback form: 

6. Have you ordered [PRODUCT] from us before?
7. Did you find enough range of products?
8. Which other options did you consider before choosing our product?
9. How well does our product meet your needs?
10. How satisfied are you with the quality of products?
11. What do you like most/least about our product?
12. Which features are the most valuable to you?
13. How easy is our product to use?
14. What problem would you like to solve with our product?
15. How responsive have we been to your questions or concerns about our products?
16. What do you think about the pricing of our products?
17. How does our product is different from that of competitors?
18. If you could change one thing about our product, what would it be and why?
19. On a scale of 0-10, how likely is it that you could recommend our product to a friend or colleague?

E-commerce Website Survey Questions

Your E-commerce website is likely to be the first interaction point for potential customers or visitors to seek information about your store or products. Thus, E-commerce Website Surveys help you to capture customer feedback and analyze the performance of your website. Based on the survey responses, you can easily optimize your website performance to ensure an excellent store experience for your visitors or customers. Some best survey questions to analyze the performance of your E-commerce website:

20. How did you learn about our website?
21. How easy is it for you to navigate our website?
22. Do you always shop on our website?
23. What makes you visit our website?
24. Did something go wrong on our website?
25. Would you recommend our website to others?
26. How can we improve our website?
27. Were you able to find the information you were looking for on our website?
28. Compared to our competitors, is our website is better, worse, or about the same?
29. On a scale from 0 to 10, how likely will you recommend our website to a friend or colleague?

Online Shopping Survey Questions

Purchase experience plays a crucial role in online shopping. If you provide a better experience, they'll not only buy from you but also recommend others and spread positive word of mouth for your brand. Thus, you need to measure the purchase experience of your customers using different online shopping survey questions.

30. How often do you shop on this site?
31. What is the issue you face with shopping online?
32. How was your checkout experience at our store?
33. How was your payment experience at our store?
34. Would you like to share your contact details?
35. Do you feel safe while sharing your card details?
36. On a scale of 0-10, how likely are you to buy from our store again?

Post-Purchase E-commerce Survey Questions

Triggering a post-purchase survey right after purchase offers you a non-intrusive way to discover the positives and negatives of doing business with you. Further, these data can be fed into your marketing loop and used to improve your customers’ buying experience.

Some of the best Post-Purchase E-commerce survey questions you can use to measure real-time post-purchase experience and satisfaction are:

37. Are you satisfied with the products in your order?
38. Did our product meet your expectations?
39. What did you love the most about the experience?
40. What are the other items you want to purchase from our store?
41. What convinced you to buy from us?
42. How easy was it for you to finalize the purchase?
43. Do you purchase from us again in the future?
44. How would you rate your overall experience?
45. What can we do to improve your purchase experience?
46. What stopped you from completing your purchase?
47. On a scale of 0-10, how likely are you to recommend us to family and friends?

Customer Support Survey Questions

Poor customer service will churn your customers and cost your business $83 billion every year. (Click to tweet this).  So, overlooking customer support services can be detrimental to your business. Based on what aspect of your customer service you are trying to measure, there are different survey questions like Customer Effort Score question, agent-specific, content-specific, and channel-specific questions. The responses help you extract insightful data and get a pulse on your customer support services.

48. To what extent do you agree with the following statement: The company made it easy to handle my issue.
49. How valuable are the customer support sources we provide?
50. How responsive our customer support team was?
51. How helpful was our customer support team?
52. Did our customer support staff solve your query?
53. On a scale of 1-10, how likely will you recommend our customer support staff to a friend or colleague?

Shipping and Delivery Survey Questions

The shipping and delivery satisfaction influences the overall customer experience. Overlooking the performance of your shipments and deliveries can harm the long-term success of your business. Thus, shipping surveys quickly track and identify the potential objects and fix them to streamline the shipping process. Some best Shipping and Delivery Survey Questions:

54. Did you receive your order within the expected timeline?
55. Did you receive your order at the shipping address?
56. How was our delivery agent?
57. Did our delivery agent behave professionally?
58. Please rate your experience with the delivery personnel.
59. How satisfied are you with the quality of our delivery services?
60. How can we improve our delivery services?

Create your E-commerce Survey with Zonka Feedback

Creating e-commerce surveys is no more rocket science. Thanks to Customer Feedback Software like Zonka Feedback that equipped businesses to create, capture, distribute, manage, and analyze surveys in a go.

In just 10 easy steps, you can create and manage E-commerce surveys in your Zonka Feedback account.

1. Add a New Survey - Start with adding a new survey on the dashboard. Navigate to Surveys (Manage > Surveys) from the left sidebar and click on the Add Survey button OR click on the (+) icon in the left sidebar and click on Add Survey.

Add new survey

2. Choosing the Type of Survey - You can build surveys either from the ready-to-use templates or build from scratch. For example, we have different templates for NPS Survey, CSAT Survey, CES Survey, Offline Survey, Mobile Survey, and General Surveys start from Scratch to build a completely new survey.

choose Survey Template3. Customizing your Survey with Survey Builder - Survey Builder enables you to build and modify your surveys per your requirements. In addition, you can customize every element of your survey on the left-hand side, including survey name, theme, screen, settings, language, and survey questions.

build

4. Survey Setting - At Zonka Feedback, you can easily change or modify your survey functionalities with the help of our Survey Settings feature. Through this, you can swiftly choose the mode to capture the feedback data.

survey setting

5. Add Questions to your Survey - In the builder, you have the category of questions to add to the survey on the left-hand side. Click on the respective question and add the questions to the survey. Further, the question gets reflected on the survey builder.

Add questions
6. Personalize your survey experience by adding Survey Logic - Survey logic helps skip a set of questions when a certain condition is met in the survey. For example, if in an optional question Question 1, Option 1 is selected, then skip to Question 3 else continue moving with the next question, that is, Question 2. In the Survey Builder, navigate to which you'd like to add the logic, hover your mouse to the question and click on the Manage Logic Icon.

skip logic

7. Set up your Exit / Thank you Screen - In Zonka, you can set up the Exit / Thank you Screen as per your taste and preferences. You can add a logo, customize brand them, color, and other elements.

Thanks Screen 2

8. Distribute your E-commerce survey - With Zonka Feedback, you can reach customers exactly where they are and distribute your surveys through various channels:

  • Offline Survey App (Kiosk Surveys, Android Surveys, iPad Surveys) - When customers or buyers are in the store.
  • Online Surveys (Survey Links, Email, SMSes, QR Codes) - When the buyer is not on-premise.
  • Web Surveys (Web Embedded Surveys, Popover Surveys, Website Feedback Button) - Embed survey link on the E-commerce website.

Distribute Survey9. Analyze the survey responses - Reports and Analytic module of Zonka Feedback automates all the collected data and gives you robust reports, graphs, and tablets to extract meaningful insights. 

Analytics

10. Integrations - With Zonka Feedback's integrations, you can automate the trigger of your e-commerce surveys or questions at various events like post-purchase and after the ticket is closed or sync feedback to your CRM and Help Desks. Learn more about Zonka Feedback integrations here!

Integration

Published on Dec 15, 2021. Updated on Dec 24, 2021.



Archit

Written by Archit

Dec 15, 2021

Experienced Content Writer and Strategist, been in the IT industry for the last 7 years. Associated with the Zonka Feedback. Passionate about writing customer experience, customer satisfaction, customer feedback, and Net Promoter Score.

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