100+ E-Commerce Survey Questions To Ask Your Customers

Imagine you run an online store that sells handcrafted sneakers. The sales are steady, your website looks sleek, and marketing campaigns also pull in clicks. Yet, customers don’t return after their first purchase.

“What exactly am I missing?” you must be wondering!

Honestly, you might be focusing too much on guessing and too little on asking. What does that mean? 

You need to ask your customers what’s going wrong, and that’s where ecommerce customer surveys can help. They let you uncover what customers like, dislike, and need from your business. These aren’t just tools for collecting opinions; they help you close the gap between assumptions and reality.

For example, consider the case of Matalan, a leading UK fashion and homeware retailer. During their website’s transition to a fully responsive design, they sought deeper customer insights. By deploying user surveys, they identified and resolved checkout process issues. This led to a *1.23% increase* in conversion rates. 

But, the catch is not all surveys are created equal. Randomly asking, “How are we doing?” won’t cut it. To get actionable insights, you need to ask the right questions at the right time—and in the right way.

In this article, I will walk you through the essentials of ecommerce survey questions. You’ll see how different survey types work, which questions bring out honest feedback, and how you can act on what you learn.

Table of Contents

• What is an Ecommerce Survey?
• Why Conduct Ecommerce Surveys? 
• 100+ Ecommerce Survey Questions
• Prompts to Help You Generate Survey Questions Through AI Tools
• Best Practices for Conducting Ecommerce Surveys 
• Make Ecommerce Surveys Work for You
• Frequently asked questions (FAQs)

What is an Ecommerce Survey?

An ecommerce survey is a structured method of collecting customer feedback – used by online retailers – in order to gain insights into the shopping experience, preferences, and pain points.

These surveys are specifically designed to capture customers’ opinion across their journey with an ecommerce brand, from website usability and navigation to the checkout experience. The ultimate goal of such ecommerce surveys is to help businesses make data-driven decisions that improve customer experience and sales.

So, what makes ecommerce surveys different from others?

Unlike general surveys, ecommerce surveys target specific pain points in the buying process. For example:

• A post-purchase survey asks, “What did you think of our checkout process?”
• A product feedback survey digs into quality with questions like, “What feature do you think this product is missing?”
• A site experience survey evaluates navigation with questions such as, “How easy was it to find what you were looking for?”

Why Conduct Ecommerce Surveys?

If you’re wondering whether creating and sending out ecommerce surveys is worth the effort, the answer is yes. Here are the reasons:

• Understand why customers drop off
• Spot trends before they become problems
• Find out what customers really want
• Identify gaps in internal processes
• Make strategic decisions that align with customer expectations
• Build customer loyalty and retention in the long run

💡 Your shortcut to better surveys: Generative AI

Creating ecommerce surveys manually can take up time and effort, but generative AI makes it simple. By entering clear and descriptive prompts, you can create multiple questions based on specific needs, whether it is for collecting feedback on a product or the checkout experience.

But does using AI take away the personal touch? It doesn’t. 

When we surveyed 500+ support professionals in the United States, we found out that 77% of them believe that AI is most effective when combined with human intervention.

The same applies to surveys. You can set up a process where you get the questions from generative AI and then you make edits – to add a personal touch and adhere to your brand guidelines. This means you don’t have to create questions from scratch every single time.

100+ Ecommerce Survey Questions

Crafting the right survey questions can feel overwhelming, but it doesn’t have to be. To make it easier for you, we’ve grouped the questions into categories based on the types of surveys. 

Each type targets a specific aspect of the customer journey, helping you gain focused feedback and insights. 

Disclaimer: The survey questions were thoughtfully crafted with the assistance of generative AI to ensure they are actionable, relevant, and align with best practices for ecommerce businesses. The detailed prompts used to create these questions are explained later in this article. 

General feedback survey

General feedback surveys help you see the big picture of what customers think of your ecommerce store. These questions aren’t tied to a specific product or event; they give you broad insights to improve your website, user journey, and overall brand perception.

Let’s look at some of the survey questions:

📌Website experience

1. On a scale of 1 to 5 (1 = very difficult, 5 = very easy),how was it for you to navigate the website?
2. Did you find what you were looking for? (Yes/No)
3. On a scale of 1-10, how would you rate the design and layout of the site?
4. Was there anything about the website that confused or frustrated you? Please specify: 
5. On a scale of 1 to 5 (1 = very difficult, 5 = very easy),how quickly did the website load for you?

📌User journey

6. “On a scale of 1 to 5 (1 = very difficult, 5 = very easy),how easy was it to find products and add them to your cart?”
7. Were product categories and filters easy to use? (Yes/No)
8. Did anything about the shopping experience feel unclear or complicated? Please specify:
9. Is there a feature you wish we had on our site? Please describe:
10. What part of the website made the strongest impression on you—positive or negative?

📌Customer support experience

11. Did you try reaching out for help today? If yes, how would you rate the support you received on a scale of 1 to 5 (1 = extremely unsatisfied, 5 = extremely satisfied)?
12. Was it easy for you to contact our support team? (Yes/No)
13. On a scale of 1 to 5, (1 = Very Slowly, 5 = Very Quickly) how quickly did you get the answers you were looking for?
14. What would make your experience with our customer support team better? Please specify.
15. Is there a channel you prefer for contacting our customer support team? Please specify.

Product-specific survey

If you want to know whether your products meet customer expectations, why not ask them? Product-specific surveys help you dig into customer perceptions, uncover hidden frustrations, and identify what’s working. 

Let’s check out a set of actionable, thought-provoking questions for this type of survey:

​​📌Product quality and usability

16. On a scale of 1 to 5 (1 = not at all satisfied, 5 = very satisfied),how satisfied are you with the quality of [specific product]?
17. Does the product meet your expectations based on its description? (Yes/No)
18. Is there any feature of this product you find particularly useful? Please specify.
19. What features would you improve or add to make [specific product] better?
20. Have you encountered any issues while using [specific product]? (Yes/No)

📌Packaging and delivery

21. On a scale of 1 to 5 (1 = not at all satisfied, 5 = very satisfied),how satisfied were you with the product packaging?
22. Did the product arrive in good condition?(Yes/No)
23. On a scale of 1 to 5 (1 = very difficult, 5 = very easy),how easy was it to unbox the product and set up?
24. Would you prefer more eco-friendly packaging options for this product? (Yes/No)
25. Did the product arrive as expected based on our delivery timeframes? (Yes/No)

📌Value for money

26. On a scale of 1 to 5 (1 = not at all fair, 5 = extremely fair),how fairly is this product priced for its quality?
27. On a scale of 1 to 5 (1 = much worse, 5 = much better),how would you rate this product compared to similar products you’ve purchased elsewhere?
28. Would you buy this product again at its current price? (Yes/No)
29. Would you recommend this product to others? (Yes/No)
30. Would you purchase this product as part of a subscription or discounted bundle? (Yes/No)
    

📌Purchase trigger

31. What was the main reason you chose to purchase this product? Please explain.
32. Did reviews, photos, or videos influence your purchase decision? (Yes/No)
33. Were you looking for specific features that led you to this product? If yes, what features?
34. What other products or brands did you consider before purchasing this one? (Open text)
35. What would motivate you to buy more products in this category in the future? (Open text)
    

📌Post-usage feedback

36. Did this product effectively address the need or problem you purchased it for? (Yes/No)
37. How frequently do you currently use this product? (1 = Rarely/Never, 5 = Daily/Regularly)
38. How did this product’s performance compare to your expectations? (Better Than Expected / As Expected / Worse Than Expected)
39. Has using this product improved your opinion of our brand? (Yes/No)
40. Would you purchase upgrades or complementary products for this item? (Yes/No)

Purchase behaviour survey

Purchase behavior surveys help you figure out why customers buy what they buy, what influences their decisions, and what stops them from hitting “Place Order.” These insights are essential for shaping your marketing efforts, optimizing your online store layout, and personalizing the shopping experience.

Let’s dive in what questions you can ask customers to help with this:

📌Decision-making process

41. What’s the first thing you prioritize when shopping online? (Open text)
42. Which factor matters most to you when purchasing a product? (Price / Quality / Convenience)
43. How often do you compare prices across stores before buying? (1 = Rarely, 5 = Always)
44. How much do customer reviews influence your purchase decisions? (1 = No Influence, 5 = Strong Influence)
45. What product details do you always check before buying? (Open text)

📌Influence of promotions

46. Did a discount or promotion motivate your purchase today? (Yes/No)
47. How often do you wait for sales/promotions before shopping? (1 = Rarely, 5 = Always)
48. Which type of discount do you prefer? (Store-wide discounts / Product-specific deals)
49. Have loyalty rewards ever influenced your purchase decisions? (Yes/No)
50. What promotions would encourage you to shop with us more? (Open text)
    

📌Browsing and cart behavior

51. How often do you browse online stores without planning to buy? (1 = Rarely, 5 = Very Often)
52. Do you often add items to your cart and return later to purchase? (Yes/No)
53. What’s the most common reason you abandon your cart? (Open text)
54. How helpful are our product recommendations while browsing? (1 = Not Helpful, 5 = Very Helpful)
55. Do you prefer saving items for later or using a wishlist? (Save for Later / Wishlist)

📌Payment preferences

56. What’s your preferred online payment method? (COD / Debit Card / Credit Card / Net Banking / Other)
57. Do you avoid stores that lack your preferred payment option? (Yes/No)
58. How important is upfront visibility of total costs (shipping + taxes)? (1 = Not Important, 5 = Extremely Important)
59. Have you ever canceled a purchase due to payment issues? (Yes/No)
60. Would you use a “Buy Now, Pay Later” option if available? (Yes/No)
    

📌Influence of ads and marketing

61. How did you first discover our store/product? (Open text)
62. Have ads or social media influenced your decision to shop here? (Yes/No)
63. How often do you buy products recommended by influencers? (1 = Rarely, 5 = Very Often)
64. What type of content helps you decide on purchases? (Videos / Reviews / Testimonials / Blogs / Other)
65. How do you prefer to receive updates about deals/products? (Email / SMS / App Notifications / None)

📌Preferences for shopping experience

66. What device do you prefer for online shopping? (Phone / Tablet / Desktop)
67. How important is website speed to your shopping experience? (1 = Not Important, 5 = Extremely Important)
68. Does free shipping affect your purchase decisions? (Yes/No)
69. Do product photos/videos impact your purchase choices? (Yes/No)
70. How likely are you to return if your first experience meets expectations? (1 = Unlikely, 5 = Very Likely)

Customer satisfaction questions

Customer satisfaction surveys help you understand whether customers are happy or frustrated with their overall experience or specific interactions.

For example, a customer might have had a smooth checkout process but struggled with delayed shipping updates. Another might love the product quality but found customer support unhelpful. So you see, these surveys highlight what’s working, what’s not, and where improvements can make the biggest impact.

📌Overall experience

71. Describe your shopping experience with us in two words. (Open text)
72. How did your shopping journey compare to expectations? (Easier than Expected / Harder than Expected / As Expected)
73. What part of your experience had the biggest impact (positive or negative)? (Open text)
74. How satisfied are you with our product variety? (1 = Not Satisfied, 5 = Very Satisfied)
75. What would make you shop with us again? (Lower Prices / Better Quality / Faster Delivery / Loyalty Rewards / Other)
    

📌Brand trust and loyalty

76. How much do you trust us to fulfill our promises? (1 = No Trust, 5 = Complete Trust)
77. Have we earned your loyalty as a customer? (Yes/No)
78. What would make you choose us over competitors every time? (Open text)
79. Do you feel valued as a customer? (Yes/No)
80. 10. How likely are you to recommend us based on trust in our brand? (1 = Unlikely, 10 = Very Likely)

📌Customer Effort Score (CES)

81. How easy was it to complete your purchase on our site/app? (1 = Very Difficult, 5 = Very Easy)
82. How much effort did resolving an issue with support require? (1 = Very High Effort, 5 = Very Low Effort)
83. How did the order process compare to expectations? (Smoother / Harder / As Expected)
84. How easy was it to find product information? (1 = Very Difficult, 5 = Very Easy)
85. How straightforward was the checkout process? (1 = Complicated, 5 = Very Simple)

📌Emotional Connection

86. How did shopping with us make you feel? (Frustrated / Indifferent / Happy / Excited / Delighted)
87. Do you associate our brand with positive experiences? (Yes/No)
88. How often do you think of us first for products in this category? (1 = Rarely, 5 = Always)
89. Which emotion best describes your experience with us? (Frustrated / Indifferent / Satisfied / Delighted)
90. Do we feel like a personalized store or just another retailer? (Personalized / Neutral / Impersonal)

📌Inclusivity and Accessibility

91. 21. How easy was it to use our site/app across devices? (1 = Very Difficult, 5 = Very Easy)
92. What accessibility features should we add? (Open text)
93. Does our product selection meet your needs? (Yes/No)
94. How inclusive is our brand messaging? (1 = Not Inclusive, 5 = Very Inclusive)
95. How can we make our store more welcoming? (Open text)

📌Sustainability and Values

96. How important is sustainability in your purchases? (1 = Not Important, 5 = Extremely Important)
97. Are we doing enough to reduce environmental impact? (Yes/No)
98. Would eco-friendly products increase your likelihood to shop here? (Yes/No)
99. How transparent are we about sustainability efforts? (1 = Not Transparent, 5 = Very Transparent)
100. How can we better align with your values? (Open text)

Post-purchase survey

A post-purchase survey is your chance to measure the aftertaste of a customer’s experience. Did the purchase meet their expectations? Was the delivery smooth? Would they buy again? These surveys help uncover specific issues—like delayed shipments, confusing return policies, product quality concerns, or missing order updates—so you can fix them before they drive customers away.

📌Product Satisfaction

101. How accurately did the product match its online description and photos? (1 = Not Accurate, 5 = Very Accurate)
102. Did the product meet, exceed, or fall short of your expectations? (Met / Exceeded / Fell Short)
103. How likely are you to repurchase this product? (1 = Not Likely, 5 = Extremely Likely)
104. If you could improve one aspect of this product, what would it be? (Open text)
105. Did this product effectively solve the problem it is intended for? (Yes/No)

📌Post-Purchase Support

106. How easy was it to find product guides or FAQs? (1 = Very Difficult, 5 = Very Easy)
107. Did you contact our support team for assistance? If yes, how would you rate their response? (1 = Poor, 5 = Excellent)
108. Were the product instructions clear and easy to follow? (Yes/No)
109. How confident are you in receiving help if issues arise with this product? (1 = Not Confident, 5 = Very Confident)
110. What additional resources would improve your experience with this product? (Videos / Tutorials / Detailed Manuals / Other)

📌Delivery Experience

111. Did your order arrive within the promised timeframe? (Yes/No)
112. Were there unexpected delays or issues during delivery? (Yes/No)
113. How satisfied were you with order status updates? (1 = Not Satisfied, 5 = Very Satisfied)
114. How convenient was the delivery process (e.g., location, time slots)? (1 = Inconvenient, 5 = Very Convenient)
115. How would you rate your interaction with the delivery personnel? (1 = Poor, 5 = Excellent)

📌Reordering and Upselling

116. How likely are you to repurchase this product? (1 = Unlikely, 5 = Very Likely)
117. Would you subscribe to regular deliveries of this product? (Yes/No)
118. What would encourage you to buy a premium version of this product? (Better Features / Discounts / Enhanced Support / Other)
119. Which complementary products would you like bundled with this item? (Open text)
120. Would you like reminders when it’s time to reorder? (Yes/No)

📌Overall Experience

121. What’s the one change we could make to improve your next experience? (Open text)
122. How likely are you to recommend this product to others? (1 = Unlikely, 10 = Very Likely)
123. How has this purchase affected your perception of our brand? (More Positive / No Change / More Negative)
124. What surprised you most about your experience? (Open text)
125. Summarize your experience with this purchase in one sentence. (Open text)

Prompts to Help You Generate Survey Questions Through AI Tools

If you’re looking to create customized survey questions quickly, generative AI tools like ChatGPT or Perplexity can be really helpful. When you use the right prompts, it can make the process of creating these questions easier. 

Prompts act as guiding statements or queries that help you come up with relevant and actionable questions tailored to your business needs. 

Here are some prompts that I used to generate these questions mentioned above:

General prompt:

You are a market researcher with 10+ years of experience and you will have to create questions for an ecommerce survey that will help understand the customers and the business operations better. You will also have to group the questions according to these sections:

• General feedback survey
• Product-specific survey
• Purchase behavior survey
• Customer satisfaction survey
• Post-purchase survey

I will give you separate prompts for each section. Please adhere to them and make the questions as actionable as possible. Take your time to draft the questions. Let’s get started. 

1. Prompts to generate general feedback survey questions

I need to create a general feedback survey for an ecommerce business to gather broad insights about the overall customer experience. The survey should cover sections like website experience, user journey, and customer support experience. The goal is to collect actionable feedback that helps improve the website’s user experience, streamline the shopping process, and enhance customer service.

The survey should include a mix of response types, such as scaled questions (e.g., 1 to 5 or 1 to 10),Yes/No questions, and open-ended text fields. Here’s a breakdown of what I need:

• Website experience: Questions to evaluate how easy it is to navigate the site, whether customers found what they were looking for, how they rate the design/layout, and how quickly the website loads. Include both scaled questions and open-ended feedback.
• User journey: Questions to assess the ease of browsing, using filters, adding items to the cart, and identifying any unclear or complicated steps. Also, ask customers if they wish for specific features or enhancements. Use Yes/No questions, scales, and open-ended prompts.
• Customer support experience: Questions to measure whether customers reached out for help, how they rated the quality of support, and how quickly they received assistance. Include questions about preferred support channels and suggestions for improving the experience. Use scales, Yes/No, and open-ended fields.

Ensure the tone is conversational yet professional, and structure the questions to encourage honest and detailed feedback. The survey should be easy to complete while providing actionable insights for improvement.

2. Prompts to generate product-specific questions

I want to create a product-specific survey for an ecommerce business to gather detailed feedback from customers. The survey should evaluate five key aspects: product quality and usability, packaging and delivery, value for money, purchase motivation, and post-usage feedback. Each question should be actionable, easy to understand, and structured to provide clear insights. Where applicable, questions should include response formats like scales (e.g., 1 to 5),Yes/No, or open-ended text fields.

Here’s a breakdown of what I need:

• Product quality and usability: Questions to assess how satisfied customers are with the product’s quality, whether it meets their expectations, its usefulness, and any issues they encountered. Include a mix of scaled and open-ended questions.
• Packaging and delivery: Questions to evaluate customer satisfaction with packaging, delivery condition, ease of unboxing, eco-friendly preferences, and whether delivery timelines were met. Include Yes/No questions and scaled responses.
• Value for money: Questions to understand if customers perceive the product as fairly priced, how it compares to similar items, whether they’d recommend it, and interest in subscription or bundle offers. Include scaled and Yes/No responses.
• Purchase motivation: Questions to explore what influenced the purchase decision, reliance on reviews or visuals, alternatives considered, and features sought. Focus on open-ended questions for deeper insights.
• Post-usage Feedback: Questions to gauge if the product met its intended purpose, how often customers use it, its performance compared to expectations, and interest in upgrades or accessories. Include scaled, Yes/No, and open-ended questions.

3. Prompts to generate purchase behavior survey questions

I need to create a purchase behavior survey for an ecommerce business to understand why customers buy, what influences their decisions, and what prevents them from completing a purchase. The survey should cover areas like decision-making process, influence of promotions, browsing and cart behavior, payment preferences, influence of ads and marketing, and preferences for shopping experience.

The questions should be a mix of multiple-choice, Likert scale (e.g., 1 to 5),Yes/No, and open-ended formats. Here’s what I need for each section:

• Decision-making process: Questions to explore how customers decide to buy, such as what they prioritize (price, quality, or convenience),how often they compare prices, and what information influences their decision. Include Likert scale and open-ended questions.
• Influence of promotions: Questions to determine the role of discounts, sales, loyalty programs, and other promotions in influencing purchase decisions. Use Yes/No, Likert scale, and open-ended formats.

Browsing and cart Behavior: Questions to assess how often customers browse without buying, why they abandon carts, and their preferences for saving items for later or adding them to wishlists. Include Yes/No and Likert scale questions with room for specific feedback.

• Payment preferences: Questions to identify preferred payment methods, the importance of seeing total costs upfront, and whether options like “buy now, pay later” would encourage purchases. Include a mix of Yes/No, Likert scale, and multiple-choice questions.
• Influence of ads and marketing: Questions to evaluate how ads, influencer recommendations, and content formats like videos or reviews impact customers’ decisions. Include open-ended, Yes/No, and Likert scale questions.
• Preferences for shopping experience: Questions to uncover preferences for device usage, website speed, shipping, and how these factors affect purchase decisions. Include Likert scale and multiple-choice questions.

4. Prompts to generate customer satisfaction survey questions

I need to create a comprehensive customer satisfaction survey for an ecommerce business. The survey should aim to gather actionable insights on customers’ experiences, perceptions, and expectations. It should be broken down into categories like: overall experience, brand trust and loyalty, Customer Effort Score (CES),emotional connection, inclusivity and accessibility, and sustainability and values. 

Each category should contain a mix of Likert scale questions (e.g., 1 to 5 or 1 to 10),Yes/No questions, and open-ended responses.

Here’s what I’m looking for in each section:

• Overall experience: Questions to assess how customers describe their shopping experience, what worked or didn’t, satisfaction levels associated with a variety of products, and factors that could convince them to return. Include a mix of Likert scale and open-ended questions.
• Brand trust and loyalty: Questions to measure how valued customers feel. Include questions about what could make them choose us over competitors and how likely they are to recommend our brand.
• Customer Effort Score (CES): Questions to evaluate how easy it was to achieve their goal on the site, resolve issues with support, and complete their purchase. Focus on Likert scale questions and opportunities for feedback about obstacles they encountered.
• Emotional connection: Questions to explore whether the shopping experience evoked positive emotions, how often they think of our brand, and whether they feel personally connected to us. Include a mix of open-ended and Likert scale questions.
• Inclusivity and accessibility: Questions to identify whether the website or app is easy to use for all customers, suggestions for accessibility improvements, and perceptions of inclusivity in product offerings and marketing. Include Yes/No and open-ended questions.
• Sustainability and values: Questions to gauge how important sustainability is in purchase decisions, whether our efforts meet their expectations, and ideas for better alignment with their values. Use a combination of Likert scale and open-ended questions.

Ensure the tone of the questions is conversational yet professional, encouraging customers to provide honest and thoughtful feedback.

5. Prompts to generate post purchase survey questions

I need to create a comprehensive post-purchase survey for an ecommerce business. The goal of this survey is to evaluate the customer’s experience after they’ve completed their purchase, covering aspects like product satisfaction, post-purchase support, delivery experience, reordering and upselling opportunities, and overall customer reflection. The questions should be actionable, conversational, and designed to provide clear insights.

Here’s the structure I’d like:

• Product satisfaction: Questions to measure how well the product met expectations, whether it solved the intended problem, and any changes customers would suggest. Include a mix of Likert scale, Yes/No, and open-ended questions.
• Post-purchase support: Questions to understand if customers found the necessary resources to use their product, their experience with support, and suggestions for additional resources like tutorials or guides. Use a combination of open-ended and Likert scale responses.
• Delivery experience: Questions to evaluate delivery timing, communication about order status, convenience, and the performance of the delivery partner. Include both Likert scale and open-ended formats.
• Reordering and upselling: Questions to explore whether customers would repurchase, subscribe to regular deliveries, or consider higher-end/upgraded models. Include Yes/No, Likert scale, and open-ended responses to gather detailed feedback.
• Customer reflection: Questions to assess overall impressions, recommendations, and suggestions for improvement. Encourage open-ended responses for deeper insights.

Ensure the tone of the questions is friendly and conversational while maintaining professionalism. Generate questions that are straightforward to answer, but offer actionable insights for refining the ecommerce customer experience.

Best Practices for Conducting Ecommerce Surveys

Running a survey is all about asking the right questions at the right time. To get feedback that actually helps your business grow, you need a solid plan. Here are some practical tips to make your ecommerce surveys effective.

• Define clear objectives: Decide what you want to learn before creating your survey. Are you trying to improve your website, understand product satisfaction, or assess customer loyalty? Goals help you ask the right questions and make better decisions.
• Timing is key: Send your surveys at the right moment. Post-purchase surveys work best a few days after delivery, while general feedback surveys can go out quarterly. The right timing increases response rates and ensures feedback collected is both relevant and accurate.
• Keep It short and engaging: Respect your customers’ time by keeping surveys concise. Limit the number of questions to what’s necessary and use straightforward language. 
• Use a mix of question types: Combine closed-ended questions (like Likert scale or Yes/No) with open-ended ones to get both measurable data and descriptive feedback. 
• Analyze results for actionable Insights: Look for patterns and trends in the responses. Use tools Tableau to filter, group, and visualize data so you can identify areas to improve. 

Make Ecommerce Surveys Work for You

Ecommerce surveys are your chance to hear directly from customers and use that feedback to improve their experience. Whether you’re asking about products, the shopping journey, or post-purchase impressions, the insights you gather can guide better decisions and help your store grow.

The key is keeping it simple and actionable—ask the right questions, send surveys at the right time, and use tools that make it easy to collect and analyze feedback. 

For example, tools like Hiver help you send CSAT surveys when interacting with customers. You can time these surveys in such a way that they’re sent as soon as support staff resolve a specific ticket. All feedback collected via these surveys can be analyzed via dedicated analytics dashboard that tell you the percentage of satisfied and dissatisfied customers.

Start small, act on the insights, and watch how listening to customers can transform your business. 

Take an interactive tour to know more!

Frequently asked questions (FAQs)

1. What is an ecommerce survey?

An ecommerce survey is a specific set of questions designed by online retailers to gather feedback from customers. These questions typically help elicit customers’ opinions on their shopping experience, preferences, and satisfaction levels. Using this information, ecommerce businesses can improve their products, services, and support quality.

2. Why should I conduct ecommerce surveys?

The most important reason to conduct ecommerce surveys is that they tell what your customers are thinking about your brand. Depending on what specific questions you ask them, you can identify areas of improvement and make.

3. What types of questions should I include in my ecommerce survey?

Your survey should include a mix of question types, such as:

• General Feedback Questions: Assess overall customer satisfaction and sentiment.
• Product-Specific Questions: Gather insights on specific products.
• Purchase Behavior Questions: Understand shopping habits and decision-making processes.
• Customer Satisfaction Questions: Measure contentment with various aspects of your service.
• Post-Purchase Questions: Evaluate the after-purchase experience.

4. When is the best time to send ecommerce surveys?

Timing depends on the survey’s purpose:

• Post-Purchase Surveys: Shortly after the product is delivered to capture immediate feedback.
• General Feedback Surveys: Distribute periodically, such as quarterly, to gauge overall satisfaction.
• Abandoned Cart Surveys: Reach out soon after a cart is abandoned to understand potential issues.

5. How can I encourage customers to complete my surveys?

To increase response rates:

• Keep Surveys Concise: Respect customers’ time by keeping surveys short and to the point. Not more than 3-4 questions. 
• Offer Incentives: Provide discounts or entry into a giveaway as a thank-you.
• Communicate Value: Explain how their feedback will help improve their future shopping experiences.
• Ensure Mobile-Friendliness: Optimize surveys for mobile devices to reach customers on the go.

6. What are some common mistakes to avoid when conducting ecommerce surveys?

Avoid these pitfalls:

• Overloading Questions: Too many questions can lead to survey fatigue.
• Leading Questions: Ensure questions are neutral to avoid biased responses.
• Ignoring Feedback: Failing to act on feedback can frustrate customers.
• Poor Timing: Sending surveys at inconvenient times can reduce response rates.

*1.23% increase*