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Checkout experience survey template

Find the friction in checkout, from the shoppers who just got through it

Four questions for the order confirmation page: how easy checkout was, what almost stopped the order, whether faster delivery or lower shipping cost matters more and what would have made it quicker. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this checkout experience survey tells you

A checkout experience survey asks shoppers about the steps they finished a moment ago, while the form fields, the shipping line and the payment screen are still fresh. This template keeps it to four questions and about a minute: an effort score for checkout, the friction that nearly made them leave, one trade-off between faster delivery and lower shipping cost, and an open question about what would have made checkout faster.

It is written for the order confirmation page, where the survey sits inside the page under the order summary and shows once per shopper. Buyers who just paid are the easiest people to ask about checkout, and the reasons they almost quit are often the reasons other shoppers did quit. The same template also runs as a link in your receipt email or in the chat layout, one question at a time.

Every written answer and typed Other reason is read as it arrives and filed under a category from your list, such as checkout and payment or shipping and delivery, with a type and an urgency. Results shows the effort score against the period before, the share of each friction point and how the delivery choice splits, and selecting any answer filters the page to the shoppers who gave it.

On your websiteAs a linkIn an emailAs a conversation
Questions
4
Time to answer
About a minute
Written for
The order confirmation page, inside the page under the order
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Customer effort

How easy was checkout?

Why ask it
Checkout effort is what this survey exists to measure, and the shopper finished it seconds ago. A 7-point scale from Very difficult to Very easy picks up small frictions that a general satisfaction score would hide.
What you learn
Results shows the average on the 1 to 7 scale, the share who found checkout easy and a hard-to-easy bar, compared with the period before, so a change you ship to the checkout shows in the next period.
Make it yours
Select the hard end of the bar to filter the page to shoppers who struggled, then read their friction answers and written comments together.
Question 2 of 4 · Multiple choice · Optional

Did anything almost stop you from finishing your order?

Why ask it
Shoppers who completed the order can still name the moment they hesitated: a shipping cost that appeared late, a long form, a forced account or a missing payment method. More than one can apply, so the question allows several answers.
What you learn
Bars show the share and count of each friction point, with every typed Other answer listed, so a reason you never offered, such as a discount field that rejected a code, gets its own line.
Make it yours
Drop options that don't apply to your store, such as Having to create an account when guest checkout already exists, and keep No, nothing so smooth checkouts can answer honestly.
Question 3 of 4 · This or that

Next time, which would you choose?

Why ask it
Shipping speed and shipping cost pull against each other, and most stores can improve only one at a time. Asking shoppers to pick one gives you a tie-breaker for the next carrier or free-shipping decision.
What you learn
A split bar shows the share who picked Faster delivery against Lower shipping cost. Select one side to see how those shoppers scored checkout and which friction they named.
Make it yours
Swap the pair for the decision in front of you, such as Free returns against Lower prices, and keep a single pair so the question stays one tap.
Question 4 of 4 · Text · Optional

What would have made checkout faster for you?

Why ask it
The options cover the reasons you already know. An open question in the shopper's own words catches the rest, such as an address field that refused an apartment number or a card check that took too long.
What you learn
Each answer appears with its sentiment and theme, filterable by theme, with up to 8 themes and their trends, so a new problem after a site update rises in the chart.
Make it yours
Keep it optional, so a shopper in a hurry can still submit the first three answers.

What the answers show

Results turns each question into numbers you can follow week by week.

How easy was checkout?

The average on its own scale and the share who found it easy, against the period before and by device.

Did anything almost stop you from finishing your order?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Checkout experience in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Ask each shopper once

    The survey shows until a shopper answers, which suits checkout feedback. Set it to show again after a number of days when you want a fresh reading from repeat buyers after a checkout change.

  2. 02

    Compare before and after changes

    Note the date you change shipping rates, payment methods or form fields. Every card compares with the period before, so the effort score and the friction shares show whether the change helped.

  3. 03

    Alert the checkout owner

    On every plan, a workflow can post urgent answers to Slack or Microsoft Teams and raise an alert when the average effort score drops below a line over 7 days.

  4. 04

    Ask the shoppers who left

    Pair it with an exit intent survey on the cart page for shoppers who don't finish. Using the same friction options in both lets you read buyers and leavers side by side.

CSAT surveysE-commerce surveysWebsite surveysThe cart before you buy questions

More satisfaction templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
CSATProduct reviewCollect star ratings and written reviews you can show on the product page, with an optional photo. Send it one to two weeks after delivery, once the product has been used.
CSATPost-purchaseHear how the buying experience went, what almost stopped the order and, from first-time buyers, where they found you. Show it on the order confirmation page.
CSATDelivery experienceFind out how the delivery went, whether the order arrived in good condition and how the carrier did. Send it a day after tracking shows the order as delivered.
CSATSize and fitCollect fit feedback that cuts returns and helps the next shopper pick the right size. Send it a week after delivery for clothing and shoes.

Questions from the library

Browse the question library
  1. Is there anything still sitting in your cart?Yes / No · The cart before you buy
  2. What is keeping you from finishing the order?Multiple choice · The cart before you buy
  3. What would get you to finish the order today?Multiple choice · The cart before you buy
  4. How likely are you to buy from us again?NPS · Ecommerce
  5. Was the checkout process easy?Yes / No · Ecommerce
  6. What stopped you from completing your order?Multiple choice · Ecommerce

Frequently asked questions

On the page that confirms the order, inside the page under the order summary, so it never covers the order number. A survey inside the page shows as soon as the page loads and has no close button, so keep it short.

Shopify's checkout, thank you and order status pages don't run website surveys. Put the survey's link in your order confirmation email instead, or send it from Usertick to a list of recent buyers.

Add a page rule that limits the survey to your confirmation page, such as pages that start with /order/thank-you. Shoppers on every other page of the store never see it.

Three to five. This template asks four, and the first and third are a single tap each, so it takes about a minute.

Filter Results to shoppers who found checkout hard and read which friction points they chose and what they wrote. A jump in one option, such as Unexpected shipping costs after a rate change, points at the step to fix first.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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