Shop questions that show what brings shoppers and donors back
Ask shoppers and donors about their visit, from the prices on the racks to dropping off a bag of items. Each question below comes with when to ask it and what the answer tells you.
What charity shop survey questions tell you
Charity shop survey questions ask the people who visit your shops how the visit went: what brought them in, the prices, the stock, the volunteers and what they spent. Sales figures show what sold. These answers show why shoppers come back or stay away, and whether they know that their purchase pays for your work.
Ask with a QR code at the register and on the bag, so shoppers can answer on the way home. Pick four or five questions for shoppers, and ask donors the drop-off questions in a separate short survey. Put a tag on each shop's link, so every answer carries the store.
Each written answer is read as it arrives and given a category, a theme and a sentiment, so stock requests and complaints about a messy shop sit in separate themes. Give each complaint an owner in the inbox, and pass stock wishes to the shop manager.
- Questions
- 15
- Best asked
- On the way out of the shop
- Industry
- Nonprofits
- Where to find them
- From library in the Usertick survey editor, on every plan
The 15 charity shops questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How the visit went
Start with one score, then the parts of the shop behind it, so each shop manager knows what to fix first.
- 01Stars
How would you rate your visit to the shop?
A star rating for the whole visit. Put it first, so even a shopper who stops there leaves a score. Results shows the average and the share who rated 4 or higher.
- 15Emoji
How did the shop feel when you walked in?
How the shop felt on walking in, on a row of faces. It picks up light, smell and space, a first impression that a rating of the whole visit can hide.
- 12Matrix
Rate the shop on each
Rates layout, cleanliness, stock and staff in one grid. The heat map shows which part pulls the shop down, and row averages let you compare one shop with another.
- 06Big scale
How friendly were the shop volunteers?
How friendly the shop volunteers were, from 1 to 10. Results shows the average and a column per step. Share the good scores with the team on shift.
- 10Ruler
How many minutes did you spend in the shop?
How many minutes the shopper spent in the shop, on a ruler. Results shows the median and the middle half. Long visits with a low rating can point at a layout that is hard to browse.
What shoppers buy
These questions show who comes in and what they spend, so you can compare shops and set fair prices.
- 02Multiple choice
What brought you into the shop?
Names what brought the person in, from clothes to dropping off items. Results shows the share of each. Use logic to show the drop-off questions only to people who came in to donate.
- 03Number
How many items did you buy in the shop?
How many items the shopper bought. Results shows the median and the middle half. Read it with what the shopper spent to see whether people buy one good piece or many small ones.
- 08Number
How much did you spend in the shop today?
How much the shopper spent today. Results shows the median and the middle half, a fairer number than the average when one person buys a sofa.
- 04Multiple choice
How were the prices in the shop?
How prices felt: too high, about right or too low. Results shows the share of each. A large share for too low suggests you can raise some prices without losing shoppers.
- 11Dropdown
How often do you visit our charity shops?
How often the person visits your shops, from a first visit to weekly. Use it to split every other answer, since regulars notice stock and first-time shoppers notice the layout.
Bringing shoppers back
Ask what would bring shoppers back and whether they know where the money goes, two things each shop can change.
- 05Multiple choice
What would bring you back more often?
Lets shoppers pick every change that would bring them back more often. Results shows bars per option. Keep Nothing in the list, so happy shoppers aren't pushed into a wish.
- 07Text
What do you wish the shop stocked?
An open question on what the shopper wishes the shop stocked. Each answer arrives with its theme, a list for sorting donations and for your next appeal for items.
- 09Yes / No
Did you know the shop pays for our work?
Asks whether the shopper knew the shop pays for your work. A low share of yes means signs at the register and on the bags could tell the story better.
Dropping off items
Ask donors when and how they can bring items, so drop-offs fit the days you have space and volunteers.
- 13Date
When could you drop items off?
Lets donors pick a day they could drop items off. Results shows the picked dates on a calendar, so you can staff the back room on the busy days.
- 14Text
What would make dropping off items easier?
An open question on what would make dropping off easier, such as parking or opening hours. Filter the answers by theme in Results before you change drop-off times.
Tips for asking about charity shops
Small choices that get honest, useful answers.
- 01
Put the code where people pay
Print the QR code on a card at the register and on bags or receipts, so shoppers can answer on the way home.
- 02
Use one link per shop
Give each shop its own link and QR code with a tag, so managers see their own answers and you can compare shops.
- 03
Split shoppers from donors
Use logic or a separate survey for people dropping off items, so each group answers only the questions that fit them.
- 04
Tell shoppers where the money goes
When few shoppers know the shop funds your work, add a line about it at the register and at the top of the survey.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about charity shops
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Print the survey's QR code at the register or on bags. The hosted page opens on any phone, and a tag on each shop's link keeps the answers apart.
Four or five: the visit rating, what brought the shopper in, prices, what would bring them back and one open question.
Yes. Use one link and QR code per shop with a tag on it, and every answer keeps the tag for workflows, Google Sheets and the API. You can also add a dropdown that asks which shop the person visited.
Yes, in a short separate survey or with logic that shows the drop-off questions only to people who came in to donate.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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