As the saying goes, “Better to ask twice than to lose your way once.” This wisdom holds particularly true in the ecommerce world. The ability to learn and adapt is vital in an industry driven by changing trends, shifting consumer preferences, and dynamic market conditions. And it all begins with asking the right questions.
If you want to start conducting ecommerce surveys, here's a curated list of 50+ questions, divided into different sections. These will help you identify customer pain points, identify new growth opportunities, and more.
Why you should conduct ecommerce surveys
Conducting surveys and gathering feedback plays a huge part in improving customer experience. By asking the right kind of questions in surveys, you’ll get to know what you’re doing right and understand areas to improve. This will help keep your business customer-centric and drive more conversions. In fact, a study by Deloitte says that customer-centric business models are 60% more profitable.
Ecommerce surveys are relatively cost-effective to run as compared to other forms of feedback collection or market research. With a tool like Help Scout, you can get started for free!
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Conducting customer surveys also gets you validation for marketing or design experiments that you plan to run. It lets you gauge customer interest, preferences, and expectations. You can then make data-driven decisions before investing resources into new initiatives.
50+ ecommerce survey questions for different aspects of your business
You need to understand how customers perceive your brand and product to provide them with the best experience. You can ask them about existing products or upcoming ones, like this survey:
Here are some common product-specific ecommerce survey questions you can ask:
How satisfied are you with the quality of your purchased product?
Which features do you like the most?
Are there any additional functionalities you wish were available?
How often do you use the product?
Was the product easy to use?
How would you rate the value for money for the product?
Are the product images and description clear enough?
Was there any information you would like to have known before purchasing?
Which alternatives did you consider before purchasing from us?
Please select the reason why you chose our brand instead of a competitor.
How satisfied are you with the variety of products in our online store?
What other products would you like to see in our shop?
Are there any specific product categories that you prefer to purchase from our online store?
What is your favorite product on our ecommerce website so far?
We love to hear from customers about [new product name]. Do you have two minutes to let us know?
In your own words, describe how you feel about the brand.
Pro tip: Conduct a survey immediately after the customer makes a purchase. This way, you can collect their thoughts while the experience is still very fresh in their minds.
User experience questions/overall shopping experience
You want to make sure that your online store visitors can navigate through the website, find the products they need, and make a purchase with ease. These are some questions that can be strategically placed on different pages of your online store like the home page, checkout page, and thank-you page.
On a scale from 1-10, how easy was it to complete [action]?
How would you rate the navigation of this website?
Were you able to easily place your order?
Have you encountered any challenges or difficulties while using our website?
Were you able to easily browse and make a purchase on your mobile?
How appealing do you find the current website theme?
Is it taking too long to find the product you’re looking for?
Did you find what you were looking for?
Were you offered relevant recommendations while browsing?
How would you rate the checkout process?
How safe did you feel while sharing your card details?
Did we offer your preferred payment method? If not, please let us know your preference.
What other information would you like to see on this page?
If you have any additional feedback or suggestions regarding our website, please share them with us.
Pro tip: Remember, to maximize the response rate, you should show the survey at the right moment to the right person. With Help Scout Messages, you can choose who should see the survey and at what moment of the customer journey. For example, you can set a survey or message to be displayed on a particular page after the visitor has spent a specific amount of time on that page. In this instance, you might display a survey question like, “Is it taking too long to find the product you’re looking for?” and offer a live chat.
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Shipping and delivery questions
Shipping and delivery experience is a major factor that influences customer retention rates of an ecommerce brand. Here are some survey questions to find out if your customers are happy with the shipping experience:
Please rate your overall shipping experience.
How would you rate the packaging?
Did you receive the product on time?
Did your order arrive in good condition?
Was the shipping cost reasonable to you?
On a scale from 1 to 10, how would you rate the packaging?
On a scale from 1 to 10, how would you rate the delivery experience?
Customer satisfaction and support
Successful ecommerce businesses deliver consistent, quality customer service and keep up with the demands of customers. You can conduct microsurveys to understand how helpful your customer service is.
Take a look at this survey at the end of each support article in the help center of Threadless, an ecommerce website:
Did this article answer your question?
Was this article helpful?
Was your customer service issue resolved today?
How was your experience with our customer support team?
Were your issues or concerns resolved in a timely manner by our customer service agents?
How satisfied are you with the overall customer service you have received from our company today?
How would you rate the interaction with our customer service representative [insert name]?
Did someone help you while shopping today?
Consider using these survey questions to assess the efficiency of your company's customer service and evaluate the performance of your customer service agents.
Brand loyalty questions
Let’s look at a few ecommerce survey questions that gauge the attitude toward your brand and help spot your potential brand ambassadors.
On a scale from 0 to 10, how likely are you to recommend this product/brand to a friend or family member?
Have you ever recommended our brand to someone?
How likely are you to make another purchase from our online store?
Are you interested in joining our exclusive loyalty program?
Do you follow our brand on social media?
Pro tip: Reach out to customers who have responded to these microsurveys with follow-up questions. This can provide additional insights on which you can take action.
Purchase behavior questions
Understanding how your customers shop online and what drives their actions is crucial to developing winning strategies. Here are a few ecommerce survey questions that will help you decode customer behavior:
How frequently do you make purchases from our online store?
How much do you typically spend on our website?
How important are customer reviews in your purchase decision-making process?
How likely are you to purchase a product if it’s on sale?
Are you likely to make more purchases during specific seasons or holidays?
What was the one thing that almost stopped you from buying?
Which payment option do you prefer?
How did you hear about our brand?
We’ve also got an article about consumer behavior for more details.
Unlock valuable insights for ecommerce growth with the right survey questions
By now, you should have plenty of ideas for questions to ask your own customers. Remember to do your research before creating a survey, and be careful not to overwhelm customers with too many questions.
Using Help Scout, you can make the most out of ecommerce surveys by putting out questions at just the right point in the purchasing journey. You can create microsurveys with ease and customize them to go beyond traditional survey formats. Help Scout also helps you sort and review customer responses without hassle. On your dashboard, you can view and store all responses and analyze them in one place.
If you’re looking to conduct ecommerce surveys, take Help Scout for a spin — you can get started for free! Create your first survey, and hear what your customers have to say.
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