Download the eight-question text set
A participant introduction to adapt.
We would like to understand your most recent shopping experience and improve our service. Please rate only that purchase. Questions about delivery and support are skipped if you did not have the relevant experience.
Participation is voluntary. Do not include order numbers, names, phone numbers or other personal information in open answers.
Complete the organisation, data-use purpose, access, retention and support-contact information for the actual survey.
1. Overall, how satisfied were you with your most recent shopping experience?
Response format: Single choice
Options: 1: Very dissatisfied / 2: Dissatisfied / 3: Neither satisfied nor dissatisfied / 4: Satisfied / 5: Very satisfied / Unable to rate
Researcher note: Compare the overall experience with its separate stages. Keep “unable to rate” outside the numeric score.
2. How clear was the product information you saw before this purchase?
Response format: Single choice
Options: 1: Very unclear / 2: Unclear / 3: Neither clear nor unclear / 4: Clear / 5: Very clear / I did not read the product information
Researcher note: This measures clarity, not product quality or completeness of all information. Exclude those who did not read it from the rating.
3. How easy was it for you to complete payment for this purchase?
Response format: Single choice
Options: 1: Very difficult / 2: Difficult / 3: Neither easy nor difficult / 4: Easy / 5: Very easy / I did not make the payment myself
Researcher note: Do not assign a rating to someone who did not pay. This sample does not include people who abandoned the purchase.
4. What is the delivery status of this purchase?
Response format: Single choice; controls Q5
Options: I received the whole order / I received part of the order / I have not received it yet / Delivery was not required
Researcher note: Show Q5 only for whole or partial receipt. Other responses go to Q6.
5. How satisfied are you with the delivery experience so far?
Response format: Single choice; show only after receipt of all or part of the order
Options: 1: Very dissatisfied / 2: Dissatisfied / 3: Neither satisfied nor dissatisfied / 4: Satisfied / 5: Very satisfied / Unable to rate
Researcher note: Examine complete and partial deliveries separately. Do not ask those who have not received anything to rate delivery.
6. Did you contact customer support about this purchase?
Response format: Single choice; controls Q7
Options: Yes / No / Cannot remember
Researcher note: Show Q7 only for “Yes”. Other responses go directly to Q8.
7. How satisfied were you with customer support for this purchase?
Response format: Single choice; show only if Q6 = Yes
Options: 1: Very dissatisfied / 2: Dissatisfied / 3: Neither satisfied nor dissatisfied / 4: Satisfied / 5: Very satisfied / Unable to rate
Researcher note: People who did not use support do not belong in this rating or its denominator.
8. What is the most important thing you would like us to change about this shopping experience?
Response format: Optional open text
Options: Please do not include order numbers, names, phone numbers or other personal information.
Researcher note: Provide a separate support channel for help requests. Read the feedback as comments about the experience.
Test the delivery and support routes.
- Whole delivery and support used: show both follow-up ratings.
- Nothing received and no support used: skip both ratings.
- Partial delivery: show delivery and retain the status for analysis.
- No delivery required: skip the delivery rating.
- Support use not remembered: skip the support rating.
Explain the percentage and its base.
Show usable counts separately for the overall, delivery and support questions. Do not score people without the relevant experience as zero or the midpoint.
If you define CSAT as the share selecting 4 or 5, say so and specify the denominator. Examine complete and partial deliveries separately. This example does not measure the experience of people who abandoned a purchase.
Choose the invitation timing and how repeated purchases will be handled. Pilot wording on a phone and in every language version you intend to use.