Delivery questions that show where the parcel let you down
Ask shoppers how the delivery went, from the day it arrived to the state of the box. Each question below comes with when to ask it and what the answer tells you.
What delivery survey questions tell you
Delivery survey questions ask shoppers about the last part of an order you don't see yourself: how long it took, how the parcel arrived, where it was left and how easy it was to follow along. A late or damaged parcel can undo a good checkout, and shoppers rarely write in about it unless something went badly wrong.
These questions work best a day or two after the parcel arrives, while the shopper still remembers the doorstep. Pick three to five of them for a short survey by email or link, or add one or two to a wider post-purchase survey, and keep the open question for the end.
Each written answer is read as it arrives and filed under a category such as shipping and delivery or product quality, with a type and an urgency, so a damaged parcel reaches support before a wish for faster options does.
- Questions
- 15
- Best asked
- A day or two after the parcel arrives
- Industry
- E-commerce
- Where to find them
- From library in the Usertick survey editor, on every plan
The 15 delivery and shipping questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How the delivery went
Start with one score, then the facts behind it: when the parcel arrived and whether that matched what the shopper was told.
- 01Stars
How would you rate the delivery?
A single star rating for the whole delivery. Put it first, so even a shopper who answers nothing else leaves a score you can follow week by week.
- 02Yes / No
Did your order arrive on time?
A plain yes or no that splits late orders from the rest. Select No in Results to read what those shoppers said about everything else.
- 03Date
When did the order arrive?
Lets the shopper pick the arrival day on a calendar. Use it when your own tracking data has gaps, or to compare with the date you promised.
- 05Ruler
How many days did delivery take?
How long delivery took in days, on a ruler. Results shows the median, which is a fairer number than the average when a few parcels take weeks.
- 09Yes / No
Were you told about a delay before it happened?
Asks whether the shopper heard about a delay before it happened. A No here hurts more than the delay itself, so read these answers first.
The state of the parcel
Ask what arrived and where it was left, so a box left in the rain or a missing item gets an owner the same day.
- 04Multiple choice
How did the package arrive?
Names the kind of problem in one tap, from a dented box to a wrong item. Results shows the share of each, so you can see whether damage or picking errors are growing.
- 08Dropdown
Where was the package left?
Where the parcel ended up, from handed over to returned. A rising share of parcels left with neighbors or returned is worth raising with the carrier.
- 12Emoji
How did opening the package feel?
How opening the parcel felt, on a row of faces. It picks up packaging and presentation, which a delivery rating alone misses.
- 13File upload
Add a photo of the package if it arrived damaged
A photo of a damaged parcel, attached to the answer. It saves a back-and-forth with support and shows the carrier what happened. File upload is on every plan, 1 per survey on Free.
Tracking and the courier
These questions separate the courier's part from yours, so you know which problems to raise with the carrier.
- 07Customer effort
How easy was it to track your order?
A customer effort score for tracking. A low score here often explains the support emails asking where an order is.
- 15Matrix
Rate each part of the delivery
Rates tracking updates, speed, packaging and the courier in one grid. The heat map shows which part pulls the delivery score down.
- 11Text
What should the delivery driver know next time?
An open question for the courier: a gate code, a safe place, a buzzer that doesn't work. Pass these notes on to your carrier.
What shoppers would choose next time
Ask what would make delivery better and what trade-offs shoppers accept, before you change carriers or shipping prices.
- 06Multiple choice
What would make delivery better?
Lets shoppers pick the improvement they care about most. Keep Nothing as an option, so happy shoppers aren't pushed into a wish.
- 10This or that
For delivery, which do you choose?
Two delivery options side by side, such as faster or cheaper. Results shows the split, which helps before you change what you offer.
- 14Slider
How many days would you wait for free delivery?
How many days shoppers would wait for free delivery, on a slider. Use the median when you set a free shipping option.
Tips for asking about delivery and shipping
Small choices that get honest, useful answers.
- 01
Ask after the parcel arrives
Send the survey a day or two after delivery. Asked at checkout, these questions have no answer yet.
- 02
Keep it to five questions
Pick the score, one or two facts and the open question. A long delivery survey loses the shoppers who had a normal delivery.
- 03
Follow up on damage the same day
Give every damaged or missing item an owner in the inbox, and offer a fix before the shopper asks.
- 04
Tag the carrier
When you use more than one carrier, send one survey per carrier or ask which one delivered, so each gets its own score.
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 delivery and shipping
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A day or two after the parcel arrives. Usertick sends to a contact list now or on a date you schedule, and there is no automatic send when a carrier marks a parcel as delivered, so send in daily or weekly batches or put the link in your own delivery email.
Three to five. Start with the rating, add whether it arrived on time and how it arrived, and end with an open question for anything else.
Ask about checkout there instead. The parcel hasn't arrived yet, so delivery questions belong in an email or link after it does.
Yes, on every plan. Add the file upload question (1 per survey on Free), and the photo arrives with the answer in the inbox, with its location data removed.
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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