Measure whether delivery matched the promise, how the order arrived, and what should change.
Did your order arrive when you expected it to?
Start with the complete working structure, then adjust the language, timing, and incentive to fit your customers and brand.
Best used when
Your team has a specific decision or growth objective and needs a focused artifact to move from planning to launch.
Did your order arrive when you expected it to?
single choiceSuggested answers
Why ask it: Measures the promise you made rather than the carrier's own delivery window, and the gap between those two is what generates complaint tickets. Segment the no answers by shipping method and destination, then fix the estimate on the product page before you change carrier.
How satisfied are you with the condition of your order on arrival?
ratingSuggested answers
Why ask it: Separates packaging and handling problems from product problems, so a run of low scores points at your box, your void fill, or one carrier lane rather than at what is inside it. Watch it closely after any packaging change, and track it by destination for the lanes with rough handling.
Overall, how satisfied are you with your experience?
CSATSuggested answers
Why ask it: Gives you one comparable number for the moment you asked about, which is the only way to tell whether a change to support, packaging, or delivery actually landed. Keep the wording and the five options identical every time you run it, and send the two dissatisfied answers to a person the same day.
What is the main reason for your answer?
open textWhy ask it: The score records what happened and this records why, which is why it belongs immediately after the rating while the customer is still holding the thought. Read it grouped by score: the reasons behind low answers are your fix list, and the reasons behind high answers are the next line of your product page.
What is the one thing we could improve?
open textWhy ask it: Asking for one thing instead of general feedback forces a priority, so the answers arrive already ranked by what the customer cares about most. Count how often each theme repeats rather than reacting to the most articulate response, and carry the top three into the next planning cycle.
Is there anything else you would like us to know?
open textWhy ask it: The last question is where the unprompted things arrive: a packaging complaint, a size you do not stock, one support agent thanked by name. Keep it optional and last so it costs nothing in completion, and lean on AI analysis to group the themes once you pass a few hundred responses.
Generate a focused variation while keeping the expert-written version available as your baseline.
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Three specifics worth checking against your own store before you launch.
Start with the focused version, publish, and let the first answers steer the next iteration.
Send it by email a day or two after the order lands, timed off your real delivery window for that shipping method rather than off the order date
Keep delivery questions and product questions in separate surveys, or the two sets of answers will contaminate each other
Review by shipping method and destination monthly, and take the weak lanes to your carrier with the responses attached
Strong execution usually comes from removing ambiguity and keeping every action tied to the original objective.
Asking about the product in the same breath as the parcel, so a crushed box drags down the product score
Measuring against the carrier's window instead of the date you promised on the product page
Sending it before the order has arrived, which collects complaints about a parcel that is still moving
Reading one national average when the damage lives in two postal regions and a single lane
One to two days after the order arrives. Send it earlier and you are asking about a parcel that has not landed; send it a week later and the delivery memory has merged with the product experience. Time it off your actual delivery window for each shipping method, so slow lanes do not get surveyed on the fast lane's schedule.
Ask them in different surveys, at different times, with different questions. A customer who received a perfect product in a wrecked box will punish whichever score you put in front of them, so a combined survey returns one muddy number that no team owns. Delivery goes out on arrival, product feedback follows a week or two later once the item has actually been used.
Fix the promise, then fix the lane. When customers say the parcel arrived later than expected, the first suspect is the delivery estimate on your product page rather than the carrier, because an accurate slow estimate generates fewer complaints than an optimistic fast one. When condition scores cluster in one region or one shipping method, you have a packaging or a lane conversation, and these responses are the evidence for it.
Yes, because you control everything around the carrier: the estimate you publish, the packaging, the tracking updates, the methods you offer at checkout, and the contract you renegotiate. You also control the recovery. A customer whose late parcel gets acknowledged before they have to complain rarely turns into a support ticket, and almost never into a review about it.
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