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Delivery survey template

Hear how the parcel arrived, while the box is still open

Four questions for the days after delivery: how satisfied the customer is, whether the order came on time, whether it arrived in good condition and what to know about the packaging or the carrier. Send it by email or share the link, and Usertick reads every written answer for you.

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What this delivery survey tells you

A delivery survey asks customers about the last step of the order, the one your store hands to a carrier and hears least about. This template asks four questions in under a minute: a star rating for the delivery, when the order arrived against the promise, whether everything arrived in good condition, and an open question about the packaging or the carrier.

It is written for an email a day or two after delivery, when the customer has opened the box and still remembers the doorstep. Usertick sends it to a contact list you choose, now or on a date up to 30 days ahead, and the star rating can be answered inside the email. You can also put the survey's link in the delivered email your own store sends, or show it on the order page of your site.

Every written answer is read as it arrives and filed under a category from your list, such as shipping and delivery or product quality, with a type and an urgency, so a broken item reaches the right person quickly. Results shows the average rating, the share of late orders and the share that arrived in good condition, each against the period before.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
An email a day or two after the order is delivered
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.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

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 · Stars

How satisfied are you with the delivery of your order?

Why ask it
One overall rating gives you a number to track for your carrier and your packing team. It comes first so it can be answered with one tap inside the email.
What you learn
Results shows the average rating, a bar per rating and the share who rated 4 or higher, against the period before, so a bad month with a carrier shows in the trend.
Make it yours
Keep it first. In an email, a tap on a star opens the rest of the survey with that rating kept, and the answer is stored when the customer submits.
Question 2 of 4 · Multiple choice

Did your order arrive on time?

Why ask it
Delivery satisfaction usually comes down to the promise. The four options compare the arrival with the date the customer expected, from early to more than a week late.
What you learn
A donut shows the share and count of each option, and over time as stacked shares. Select A few days late to see how those customers rated the delivery and what they wrote about the carrier.
Make it yours
If you ship with more than one carrier, run one copy per carrier or add a question that names it, because Results doesn't split answers by link tag.
Question 3 of 4 · Yes / No

Did everything arrive in good condition?

Why ask it
A damaged item costs a replacement and often the customer, so a plain yes or no flags it whatever the rating says.
What you learn
Results shows the share that said yes, against the period before. Select No to filter the page to damaged orders and read their notes on the packaging.
Make it yours
On every plan, add a workflow that posts every No to the Slack or Microsoft Teams channel your support team watches, so someone follows up before the customer writes in.
Question 4 of 4 · Text · Optional

Is there anything we should know about the packaging or the carrier?

Why ask it
Carrier problems rarely fit an option: a parcel left in the rain, a driver who never knocked, a box crushed on one corner. One open question gets those details in the customer's words.
What you learn
Each answer appears with its sentiment and theme, filterable by theme, with up to 8 themes and their trends, so a run of complaints about one courier or one packing material is easy to spot.
Make it yours
Keep it optional, and read it next to question 3: a No with a note about a crushed corner tells your packing team exactly what to change.

What the answers show

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

How satisfied are you with the delivery of your order?

The average rating and the share who gave 4 or 5 stars, against the period before.

Did your order arrive on time?

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 Delivery 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

    Send it once the box is open

    Schedule the email for a day or two after your store shows the order as delivered. Usertick doesn't send after a delivery event, so build the list from your delivered orders and import it as a CSV.

  2. 02

    Add the link to your own email

    If your store already sends a delivered email, add the survey's link with a tag such as ?utm_source=delivered-email. Each answer keeps the tag for workflows, Google Sheets and webhooks.

  3. 03

    Follow up on every damaged order

    Give each response with a No to question 3 an owner and a status in the inbox, and keep it open until the replacement ships.

  4. 04

    Keep the questions steady

    Every card compares with the period before, so the on-time share and the condition share show the effect of a new carrier or new packaging only when the questions stay the same.

CSAT surveysE-commerce surveysEmail surveysDelivery and shipping 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.
CSATCheckout experienceFind where checkout causes friction and what nearly made shoppers leave. Show it on the order confirmation page, once per customer.
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. How would you rate the delivery?Stars · Delivery and shipping
  2. When did the order arrive?Date · Delivery and shipping
  3. How did the package arrive?Multiple choice · Delivery and shipping
  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

A day or two after the order arrives, once the customer has opened the box but before the delivery is forgotten. Schedule the send in Usertick up to 30 days ahead, or put the link in the delivered email your store already sends.

No. Usertick has no trigger for a delivery event in your store or your carrier's system. Send it to a list of recently delivered customers from Usertick, or put the survey's link in the automated email your store platform sends after delivery.

Yes. The star rating sits inside the email, and a tap opens the rest of the survey with that rating kept. The response is stored when the customer submits.

Run one copy of the survey per carrier, or add a question that names the carrier, and filter Results by that answer. Tags added to the link are kept with each answer for workflows, Google Sheets and webhooks, but Results doesn't split answers by tag.

Usertick sends 50 survey emails a month on Free, 500 on Starter, 2,500 on Pro and 10,000 on Business. You can also connect your own sender, which has no allowance.

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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