A great post‑purchase survey doesn’t ask “How are we?” — it asks what happened in the parts of the journey you can improve: checkout, delivery, product quality, and support.
Choose a template based on the moment you’re measuring. Post‑purchase can mean “just checked out” or “just received the order” — those are different experiences.
Use this for ecommerce to find conversion friction: slow pages, confusing shipping costs, coupon issues, payment failures, or unclear product info.
CSAT: “How satisfied are you with your purchase today?”
CES (optional): “How easy was it to complete your purchase?”
Follow‑up: “What nearly stopped you from buying?”
Use this when fulfillment is a major part of your brand: delivery speed, tracking updates, packaging, damage, or missed expectations.
CSAT: “How satisfied are you with the delivery of your order?”
“Did your delivery meet your expectations for speed?”
“Was the packaging secure and damage‑free?”
Follow‑up: “What went wrong (if anything)?”
Use this when returns are high or when you suspect your product pages oversell the reality.
“How satisfied are you with the quality of the product you received?”
“Did the product match the images and description?”
“What’s one thing you’d change about the product?”
Use this when discounting is common or you want to understand willingness-to-pay signals.
“Do you feel you received good value for what you paid?” (Yes/No/Not sure)
“What made it feel worth it (or not)?”
Optional: “Was pricing clear before checkout?”
Don’t ask everyone support questions. Gate it with: “Did you need help?” then branch.
Gate: “Did you need help from our team?” (Yes/No)
If yes: “How satisfied are you with the support you received?”
CES: “How easy was it to get your issue resolved?”
Follow‑up: “What could we do better in support?”
NPS is best as a relationship measure, so use it sparingly (e.g., after the customer has received and used the product).
NPS: “On a scale of 0–10, how likely are you to recommend us to a friend or colleague?”
Follow‑up: “What is the primary reason for your score?”
Timing decides signal quality. Ask too early and you won’t learn about delivery or product quality; ask too late and customers forget details.
If you worry about fatigue, sample instead of sending to everyone: e.g., 10–20% of orders, or only first-time buyers, or only after high-value orders.