Ecommerce questions that show what brings shoppers back
Ask shoppers about the whole order, from finding the product and checking out to delivery, returns and price. Each question below comes with when to ask it and what the answer tells you.
What ecommerce survey questions tell you
Ecommerce survey questions ask shoppers about each step of buying from your store: whether they found what they came for, how checkout went, how the order arrived and whether they would buy again. Your sales figures show what sold. These answers show why a shopper stopped at the cart, sent an item back or came back a month later.
Ask each question at the step it covers. Put the questions about finding products on the site with a scroll or exit intent trigger, the checkout question on the order confirmation page, and the delivery and return questions in an email or link once the order has arrived. Three to five questions per survey keep each one quick to answer.
Each written answer is read as it arrives and given a category, a theme, a type such as complaint or idea, and a sentiment, and each response gets an urgency. The inbox gives every response an owner and a status, so a damaged order reaches support while a product request goes to whoever does the buying.
- Questions
- 14
- Best asked
- At the step of the order each question covers
- Industry
- E-commerce
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 ecommerce questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
The verdict on your store
Start with the score for buying again, then ask about price and what to stock next, so a low score has a reason beside it.
- 01NPS
How likely are you to buy from us again?
A Net Promoter style score for buying again. Ask it a week or two after delivery, once the shopper has used the item. Results shows promoters, passives and detractors, and the score per device.
- 12Stars
How fair did the price feel for what you got?
Asks about value for money once the shopper has the item. Read it beside the score for buying again: a fair price with a low score points at something other than price.
- 13Text
What would you like us to stock next?
An open question for product ideas. Each answer arrives typed as an idea with a theme, so requests for the same brand or category are easy to count before your next buying round.
Finding and choosing a product
Ask these on the site while the shopper is browsing, to find the gaps in search, menus and product pages.
- 04Customer effort
How easy was it to find what you were looking for?
A customer effort score for finding a product, asked on the site after a few pages viewed. A low average points at search, menus or category names before the problem shows up in sales.
- 05Yes / No
Did the product page answer all your questions?
Ask it on product pages after the shopper scrolls past the description. A share of No that rises after a site change tells you the page lost something shoppers relied on.
- 06Text
What information were you missing?
Show it with logic only to shoppers who answered No about the product page. Each answer arrives with a theme, so you can filter for sizing or materials and hand the list to whoever writes the pages.
Checkout and abandoned orders
One question for shoppers who bought and one for shoppers about to leave, each shown on the page it covers.
- 02Yes / No
Was the checkout process easy?
A yes or no to show on the order confirmation page while checkout is still fresh. Select No in Results to filter the whole page to those shoppers and read what else they said.
- 03Multiple choice
What stopped you from completing your order?
Shown with an exit intent trigger on the cart or checkout page, it names the reason a shopper is leaving. Results shows the share of each reason, so you can tell whether price or shipping loses more orders.
After the order arrives
Send these once the parcel is in hand, to separate delivery and packaging problems from problems with the item itself.
- 07Stars
How satisfied are you with the delivery?
A star rating for delivery, sent a day or two after the parcel arrives. Results shows the average and the share who gave four stars or more, an easy number to follow month by month.
- 08Stars
How would you rate the packaging?
Rates the packaging on its own, so a crushed box doesn't drag down the delivery score. Ask it beside the delivery rating and compare the two averages.
- 09Yes / No
Did the item match the description?
Asks whether what arrived matched the listing. A No here often comes before a return, so give these answers an owner and check the product page the shopper bought from.
- 10Multiple choice
Why are you returning this item?
For the returns page or a survey sent once a return starts. The share per reason shows whether fit, quality or photos cause most returns, and the last option catches the rest.
Who the shopper is
Two short facts about the order that let you filter every other answer by where shoppers came from and who they bought for.
- 11Dropdown
How did you hear about our store?
Ask new shoppers once, at the end of a first order survey. Results shows the share of each source, a useful check against what your ad reports claim.
- 14Yes / No
Was this purchase a gift?
Splits gift orders from the rest. Gift buyers judge packaging and delivery differently and return items for other reasons, so filter by Yes before reading their other answers.
Tips for asking about ecommerce
Small choices that get honest, useful answers.
- 01
Match each question to its step
Ask about finding products on the site, about checkout on the confirmation page and about delivery after the parcel arrives. A question asked too early has no answer yet.
- 02
Keep each survey short
Three to five questions per survey is enough. Spread the rest across the steps, so no shopper sees all of them at once.
- 03
Follow a score with a reason
Put one score first and follow it with a reason or an open question, so every low score comes with something you can act on.
- 04
Give complaints an owner
Send damaged items, wrong items and payment problems to support from the inbox the same day, before the shopper writes in.
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 ecommerce
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Start with the score for buying again, the delivery rating and one open question. Add the checkout and return questions once those surveys run at their own step.
On your store for questions about browsing and checkout, as a popup, a side button or inside the page. For delivery and returns, send an email to a contact list or put the survey link in your own order emails.
Yes. Use the exit intent trigger and target the survey to the cart and checkout pages, so other visitors don't see it.
Three to five per survey. A shopper on the site is in the middle of something, so keep the longer sets for an email after delivery.
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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