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Post-purchase survey questions for checkout, delivery and product

Fourteen questions in three short sends: at checkout, on delivery and two weeks later. Answer it here first.

  • 14questions
  • 3short sends
  • About 4 minfor all three
  • One orderstart to finish
Use this template Take the survey first
Post-Purchase Survey · answer to move through it
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Question 1 of 14 Send 1: at checkout
How easy was it to place this order?
Very easy
Easy
Neither easy nor hard
Hard
Very hard
Question 2 of 14 Send 1: at checkout
Is this your first order with us?
Yes
No
Question 3 of 14 Send 1: at checkout
How did you first hear about us?
Search
Social media
An ad
A friend or colleague
Somewhere else
Question 4 of 14 Send 1: at checkout
Anything about ordering we should fix?
Question 5 of 14 Send 2: on delivery
Did your order arrive when you expected it?
Earlier than expected
When expected
Later than expected
Question 6 of 14 Send 2: on delivery
Was your order complete?
Yes
Something was missing
I received the wrong item
Question 7 of 14 Send 2: on delivery
What condition did it arrive in?
Perfect
Good
Acceptable
Poor
Damaged
Question 8 of 14 Send 2: on delivery
Anything about the delivery we should fix?
Question 9 of 14 Send 3: two weeks later
Have you used the product yet?
Yes
Not yet
Question 10 of 14 Send 3: two weeks later
How satisfied are you with the product itself?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
Question 11 of 14 Send 3: two weeks later
How does the product compare with what you expected?
Worse than I expected
About what I expected
Better than I expected
Question 12 of 14 Send 3: two weeks later
Are you keeping the product?
Keeping it
Already returned it
Planning to return it
Question 13 of 14 Send 3: two weeks later
Would you buy this product again?
Yes
No
Not sure
Question 14 of 14 Send 3: two weeks later
What would have made this order better?

The 14 post purchase survey questions

A post-purchase survey, also called a post-transaction survey or a post-sales questionnaire, is a short set of questions a seller sends after an order. It runs in three sends: four questions at checkout about the buying, four on delivery about the parcel and six two weeks later about the product. You can make an online survey from any block.

Plain text, one question per line, with the answer scale.

Send 1: at checkout (4 questions)

Linked from the order confirmation screen, about the buying.

  1. How easy was it to place this order?Very easy to Very hard, 5 optionsReport the share who chose Very easy.
  2. Is this your first order with us?Yes / NoNew and returning buyers judge a checkout differently.
  3. How did you first hear about us?Pick one of 5
  4. Anything about ordering we should fix?Open text, optional

Send 2: on delivery (4 questions)

Sent when the carrier marks the order delivered, about the parcel.

  1. Did your order arrive when you expected it?Earlier / When expected / Later
  2. Was your order complete?Pick one of 3Asked apart from condition, so each problem has one owner.
  3. What condition did it arrive in?Perfect to Damaged, 5 options
  4. Anything about the delivery we should fix?Open text, optional

Send 3: two weeks after delivery (6 questions)

Sent once the buyer has had time to use the product.

  1. Have you used the product yet?Yes / Not yetRead the next four answers separately for each group.
  2. How satisfied are you with the product itself?Very satisfied to Very dissatisfied, 5 options
  3. How does the product compare with what you expected?Worse / About what I expected / BetterShows whether the listing set the right expectation.
  4. Are you keeping the product?Pick one of 3
  5. Would you buy this product again?Yes / No / Not sure
  6. What would have made this order better?Open text, optionalTag each answer by topic, then count the tags.

How to use the post-purchase survey template

The buyer answers, about one order. Link send 1 from your order confirmation screen. Email send 2 when the carrier marks the parcel delivered, and send 3 two weeks after that, once the product has been used. Every written answer is optional.

The keep-or-return question earns its place: retailers estimate that 16.9% of their annual sales in 2024 will be returned, a National Retail Federation report found.[1]

Read each send on its own. For checkout, track the share who chose Very easy from month to month. For delivery, count the late, incomplete and damaged orders. For the product, compare satisfaction between buyers who have used it and buyers who have not, then read the written answers for the fix.

One order on a timeline with three short surveys: one beside a checkout confirmation, one beside a parcel at a door and one beside an unboxed product and a calendar
One order, three short surveys.

Post-purchase survey FAQ

When should you send a post-purchase survey?

Match the send to what the buyer can judge. Ask about ordering on the confirmation screen, about the parcel on the day it is delivered, and about the product two weeks later, once it has been used.

What questions should a post-purchase survey ask?

Ask what the buyer can judge at that moment: how easy ordering was, whether the parcel arrived on time, complete and in good condition, how satisfied they are with the product, and whether they would buy it again.

How many questions should a post-purchase survey have?

Keep each send short. This template asks four questions at checkout, four on delivery and six two weeks later, so no buyer sees more than six at once.

Is a post-transaction survey the same as a post-purchase survey?

Yes. Post-transaction survey, post-sales questionnaire, after-sales survey and post-purchase evaluation survey all name a survey triggered by an order. The fourteen questions here work under any of those names.

Related templates for the moments around a purchase

When the parcel is the whole subject, the delivery survey questions go deeper on one drop-off. If a help request triggered the contact, send the post-service survey. For one satisfaction number you can track from month to month, use the CSAT survey. A car purchase runs for weeks, and the car dealership survey follows it to the handover. When a subscription ends, the cancellation survey asks why the customer left. More sets for buyers sit with the satisfaction survey templates.

SatisfactionCustomer Satisfaction SurveyWhen you want one number that stays comparable across the checkout, a ticket and a delivery.12 questions, 3 min SatisfactionCustomer Feedback SurveyWhen you want the reasons in the buyer own words rather than any of these counts.12 questions, 4 min SatisfactionDelivery SurveyWhen the parcel is the subject rather than one moment in a purchase, and somebody will act on it by carrier or route.12 questions, 3 min SatisfactionCustomer Service SurveyWhen the trigger is a help request rather than an order: was it fixed, and how hard was it.10 questions, 2 min SatisfactionCancellation SurveyWhen a subscription ends and you want to know why the customer left.10 questions, 3 min MarketingPurchase Intent SurveyBefore the money moves: what people say they will buy, and what is stopping them.14 questions, 4 min

Michael Hodge, survey methodology · Updated 2 October 2026 · How templates are reviewed

Sources (1)
  1. National Retail Federation and Happy Returns. "NRF and Happy Returns Report: 2024 Retail Returns to Total $890 Billion", press release, December 2024. nrf.com

Ask while the order is still fresh

Fourteen questions, three short sends, about four minutes across all of them.

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