Whether you’re new to website surveys or already have a feedback system in place, the most common challenge is finding the right ecommerce survey question for your campaigns.
Answers to the question you pose to the visitors decide the reliability of the data you receive. It helps you plan toward improving the customer experience and product.
So if the question is wrong, the answer is wrong, and you can connect the dots from there – More Efforts. No Returns!
Worry no more!
We have compiled the best e-commerce survey questions that you can use for your surveys to get the required information from the customers and make improvements.
Keep reading to learn more!
Why Use eCommerce Survey Questions to Collect Visitor Feedback
The simplest answer to this question is – Voice of customers. Your actual customers are the most valid critics of your business, product, website, or app.
So it makes sense to reach out to them to collect information about how your products and services stack up against their expectations.
But the right ecommerce survey questions can do much more than just be helpful in website optimization:
- Map customer preferences to deliver personalized website experiences.
- Collect psychographics and demographic information to tailor the marketing campaigns for different customer types.
- Create customer journey maps to compare and optimize various touchpoints at different customer stages.
- Identify unknown website issues in time and fix them.
- Find out what’s helping them convert and what isn’t.
Defining the purpose of your survey campaign based on the factors above will help you decide the best questions to ask for your eCommerce customer survey.
70+ Best Ecommerce Survey Questions You Need for Better Feedback
We have divided this section into different subcategories to make it more scannable as per your objectives. Each category is based on the customer journey stage or behavior. So once you identify which touchpoints or interactions you want to target, just pick the questions and design your personalized commerce questionnaire survey.
8 Pre-Purchase E-Commerce Survey Questions to Map Preferences
These questions target visitors at the consideration stage. These include first-time visitors to your product pages, landing pages, and blogs.
You can collect data about their preferences, concerns, and fears. It can help you compare what visitors expect to find on your website and what information is there.
Here are some eCommerce survey questions for online shoppers who are yet to make purchase decisions:
- What did you come to this website to do today?
- What did you hope to find on our webpage today?
- What’s problems are you hoping to solve with our products/services?
- How and when did you first find out about us?
- Does this page meet your expectations?
- What other products/services would you like to see us offer on our webpage?
- Did you find the information you were looking for?
- 404 Error: What were you looking for?
Where to Use them?
- Pages with low conversion-to-traffic ratio.
- You can also pose these questions to people landing on specific landing pages and optimize them.
When to Use them
- If you’re experiencing low conversion rates on your pages.
- When you want to find the appeal of particular products.
- Target first-time visitors to collect leads and demographic data.
11 Product Quality Questions for E-Commerce Surveys
These survey questions for eCommerce websites help you understand what customer expectations are regarding the quality of your product, to what degree they are happy with it, how do they compare your product with your competitors in terms of quality and more.
Here are some survey questions for your eCommerce website to map product experience:
- How satisfied are you with the product quality?
- What goals does our product help you achieve?
- How would you describe our product based on your experience?
- Which three product features are most valuable to you?
- Do you feel our [product name] is worth the cost?
- How can we make our product better?
- Thanks for buying our product! How do you plan to use it?
- What’s the one feature missing from our product?
- How much do you agree/disagree with the following statement: The [product name] capabilities meet my requirements?
- Please rate the product based on the following traits: quality, value for money, durability, and ease of use.
- What are your main concerns about [product name]?
12 ECommerce Post-Purchase Survey Questions
Once the visitors have passed through the conversion funnel and placed the order, you can use these ecommerce questions for online shoppers to map their shopping experience.
The post-purchase ecommerce survey aims to find the friction points along the shopping journey and weed them out.
Here are some questions to use in your ecommerce survey about online shopping:
- Based on the shopping experience, how likely are you to recommend our product/company to a friend or colleague?
- Please rate your overall shopping experience today.
- Based on your experience, rate our products and services on a scale of 0- 10.
- Do you receive a notification about the out-of-stock products when it becomes available again?
- How satisfied are you with the product availability on our website/app?
- What other product sizes and colors would you want to see in the future?
- Did you have a hassle-free checkout experience?
- Did we see your preferred payment method at the checkout? If not, please let us know about your preference.
- How would you rate your overall checkout experience?
- What almost prevented you from completing your checkout?
- How would you rate our website speed?
- What is the primary reason for choosing our brand over others?
Where to use them:
- Ideally, the first point of survey deployment should be the order confirmation page, i.e., immediately when the customer completes the purchase.
- If the customer does not fill out the survey, you can retarget them via mail or SMS after 24-48hours.
- If the purchase was made through your app, send an in-app survey to the customer the next time they use it.
When to use them:
- Pose post-checkout questions to every customer that places an order.
- If you see significant cart abandonment numbers on your website.
- When you’re making changes to the checkout process.
10 Exit Intent-Related E-Commerce Survey Questions
Not all visitors are your ideal customers. But it’s your job to fish out the prospects from the irrelevant bunch and make them stay.
That’s what exit-intent e-commerce customer survey questions do.
They help discover why people leave your website without completing the desired action, like clicking on the page CTA or making a purchase.
Once you have the information, you can optimize the page and retarget these visitors to push them into your marketing & sales pipeline.
Here are some exit-intent survey questions for the eCommerce website:
- Is anything stopping you from signing up at this point?
- Is our product pricing structure clear?
- How can we convince you to sign up for an account?
- Did you encounter anything that doesn’t work as you expected it to?
- Is something preventing you from completing your purchase?
- How can we improve our website and make it more helpful?
- What’s preventing you from starting a trial?
- On this page, it seems like I should be able to…
- What is the primary reason for canceling your account with us?
- Was there anything we could improve about our checkout process?
Where to use them:
- On product pages or landing pages with high bounce rates.
- To retarget returning visitors with products in the cart.
When to use them:
- When people are about to leave the page.
- If the customer has added products to the cart but did not proceed to the checkout.
- When a customer tries cancelling a subscription or membership.
12 Service-Related Questions for E-Commerce Surveys
For ecommerce sites, support services form an integral part of the customer experience:
- People might be looking for more information on the product pages.
- Customers might be stuck on the checkout page.
- Some might be facing issues with their account or order.
- There may be a bug.
And when they reach out to you via mail, call, or chat, you need to ensure that the service experience is impeccable.
That’s where service-based ecommerce survey questions come in handy. They let you collect satisfaction ratings, identify problem areas, and gauge your staff’s efficiency.
Here are some e-commerce survey questions for gauging service experience:
- Was the service representative able to solve your issues/concerns?
- On a scale of 1-5, how knowledgeable and helpful was our support staff?
- Did our support agent resolve your issue within a single session, or did we have to escalate your case?
- Please rate your experience with our support agent.
- What is your preferred mode of communication with our customer services – phone, live chat, or email?
- Are you satisfied with the response time of the service agent you contacted us?
- Are you satisfied with the order delivery time?
- Did your order arrive at the correct address?
- How would you rate your overall shipping experience?
- What do you think about our shipping cost?
- Did you have any difficulty adding or editing the billing and payment information?
- Did your package arrive undamaged and in good condition?
Where to use them
- Add them to your live chat window after interacting with the visitor.
- Embed them to customers’ support tickets.
- You can also add a service ecommerce survey question to the email signature.
- Send them via mail or SMS to the customer after the interaction.
- Integrate pulse surveys to the phone IVR to collect feedback.
When to Use them
- After sending the first reply to the customer support ticket.
- When you resolve the customers’ issues.
- 24-48 hours after the ticket has been resolved.
- Ask them to rate the service experience right before the customer is about to hang up the call.
Pro tip: You can use customer service like ProProfs Live Chat and ProProfs HelpDesk to offer a solid customer service experience. But it’s also essential to keep measuring how well you’re doing. Surveys that measure such metrics help you with that. Explore this Customer Effort Score guide to know how.
8 Market Research and Branding Questions
These questions are valuable assets when trying to break into a new market, release a new product, or assess a brand’s popularity.
Research-based ecommerce customer survey questions let you map customers’/prospects’ behavior patterns, preferences, delights, and concerns.
When you have this data, you can plug it into different teams like:
- Marketing team to ramp up acquisitions efforts.
- Development team to build customer-centric products and optimize the existing products.
- Segment the audience for personalization and ad campaigns.
Here are some market research survey questions for your eCommerce website:
- How did you find our site?
- What search terms did you enter to find our site?
- Would you be interested in our membership benefits?
- Would you like to enroll in our paid subscription membership to get priority services?
- What other options did you consider before choosing our [Product name]?
- Do you follow our company/brand on social media?
- You checked out as a guest recently. Would you be interested in creating an account with us?
- According to you, what aspects make us stand out from the competition?
Where to use them
- On high-traffic landing pages.
- Send surveys via mail to potential prospects and new leads in the pipeline.
- Add a small survey to the lead forms.
- Show the survey to the readers of your blogs that target the desired audience.
When to use them
- When you’re trying to launch a new product line.
- If you want to reach a new customer segment with your ad campaigns.
- When you want to expand the product to new locations or geographies
Watch: Building a Brand Using Feedback and User Research
11 Product/Website Update-Related Questions
If you have released a product or website update, you need to brace yourself for a barrage of user complaints and suggestions.
Not all people would be satisfied with the new UI or UX.
Code conflicts, broken website paths, new UI, and other factors will prompt users’ to raise concerns, and you need to be ready to deal with them.
The best thing to do is proactively collect feedback using ecommerce UX survey questions.
These are designed to gauge how well the changes fit with your audience, and you can make changes to optimize the website/product.
Let’s look at some product-related ecommerce survey questions:
- Which feature would you like to see in our product?
- What’s your most liked product feature?
- According to you, should we add [feature name] to the [website, app, or product name]?
- Which feature will help to make the product better?
- If the [product name] became available today, would you purchase it?
- According to you, what should be the ideal product price?
- How would you feel if we discontinued this feature?
- Have you seen any product with [feature name]?
- What problems/issues do you want to solve with our product?
- Based on your experience, how would you rate this new feature?
- Please let us know how we can further improve this feature.
Where to use them
- On pages affected by the new update.
- Send survey mail to people who interacted with the website/product before and after the update.
When to use them
- Build product roadmaps to make the product better.
- Immediately after you release new features.
- Right after the user interacts with the new feature or tab.
How to Distribute eCommerce Survey Questions?
Now that you have the repository of the survey questions for your e-commerce website, let’s see how you can reach out to your audience without annoying them and collect feedback.
It’s all about choosing the right moment and survey method without interrupting their experience.
1. Website Pop-Up
A pop-up is an on-site screen overlay that appears to the visitors while interacting with your website. These are shown over the webpage screen.
The major drawback is the visitor needs to close it before interacting with the page again, which takes them out of the website experience.
Best ways to use website pop-ups to ask eCommerce survey questions:
- Use survey targeting options to show pop-up surveys when visitors scroll to a specific page length.
- If you offer a freebie in exchange for survey responses, pop-ups can help improve response rates.
- If you host a mobile app, it’s better to avoid in-app pop-up ecommerce surveys.
A survey Nudge™ is nestled into the website corner and does not impede the visitors from interacting with the page. Visitors can quickly minimize and maximize it when they want to complete the survey.
When and where to use Nudges for adding e commerce survey questions:
- The Nudges fit best for any device, i.e., website, mobile app, SaaS-product, and more.
- Use Nudges in your mobile app to collect in-app feedback and app ratings.
- You can add them to your design templates and prototypes to collect targeted insights from teams and shareholders about the website/product UI/UX.
- Tools like Qualaroo offer in-depth targeting options so you can trigger the Nudge at the precise moment to collect in-context feedback.
3. Feedback Sidebar or Button
You can attach the entire survey form inside a single tab with the feedback sidebar or button.
However, the feedback button is static and lacks triggering options based on users’ on-page behavior.
So, what is it suitable for? Collecting unsolicited feedback.
The visitor can click on the sidebar button at any time, respond to the ecommerce survey questions, and submit it.
It’s always on the page and makes it easy for people to provide feedback and suggestions.
With emails, you can target off-site visitors with ecommerce survey questions. As for how to attach the survey to the mail, here are a few ways:
- Email link: The email body contains the survey link; the recipient needs to click on the link to go to the survey page and fill it out.
- Embedded survey: When the survey is embedded directly into the mail body. The respondent can fill it out without leaving the email window.
- In-signature survey: When the survey is embedded into the mail signature. It’s perfect for pulse surveys to collect ratings from users.
How to use emails for asking e-commerce survey questions:
- These are best for post-purchase e-commerce customer survey questions to collect insights about the shopping and product experience.
- Send them after the customer contacts support services to ask for their feedback.
- Target long-term customers to collect NPS and CSAT scores.
Maximize ROI With the Right E-Commerce Survey Questions
Surveys help you understand what customers like and don’t like about your site, which can help you make improvements and improve conversions.
But it would only work if you ask the right questions to the right people.
So next time you want to create a survey, first identify the target audience and touchpoints. Then, pick the question from our ecommerce survey questions list.
But collecting the insights is only half the way. To get the most out of it, you need a system to make feedback analysis faster.
Tools such as Qualaroo provide AI-based techniques like sentiment analysis and a word cloud generator to help you process the ecommerce customer feedback data in real time even if it’s in the form of lengthy open-ended responses. You can then channel the insights through appropriate channels to optimize the website, app, and product.
So, what are you waiting for? Start surveying your ecommerce customers today!
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