Post-purchase survey template
Checkout, delivery and first impressions of the product in one short survey sent a few days after the order arrives.
7 questions · about 3 minutes to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- Three to five days after delivery.
- Who it is for
- Online shoppers who received an order.
How to use this template
- Send it two to five days after delivery; response rates and recall both fall the longer you wait.
- Ask about delivery and product separately; a late parcel should not drag down a good product.
- Read open-text answers from the lowest scorers first; they explain the numbers.
Questions in the post-purchase survey template
1. How did you first hear about us?
single choice · Search engine, Social media, A friend or family member, An ad, Marketplace, Already a customer, Other
2. How easy was it to find and order what you wanted?
rating
3. Did your order arrive when you expected?
single choice · Earlier, On time, A little late, Much later, It has not arrived
4. How would you rate the product so far?
rating
5. How would you rate the packaging?
rating
6. How likely are you to recommend us to a friend or colleague?
nps
7. Is there anything that would have made your order better?
open text
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.How did you first hear about us?
120 answered| Answer | Count | Percent |
|---|---|---|
| Search engine | 16 | 13% |
| Social media | 27 | 23% |
| A friend or family member | 18 | 15% |
| An ad | 12 | 10% |
| Marketplace | 11 | 9% |
| Already a customer | 5 | 4% |
| Other | 31 | 26% |
2.How easy was it to find and order what you wanted?
120 answered| Answer | Count | Percent |
|---|---|---|
| 1 | 9 | 8% |
| 2 | 19 | 16% |
| 3 | 23 | 19% |
| 4 | 33 | 28% |
| 5 | 36 | 30% |
3.Did your order arrive when you expected?
120 answered| Answer | Count | Percent |
|---|---|---|
| Earlier | 31 | 26% |
| On time | 21 | 18% |
| A little late | 15 | 13% |
| Much later | 25 | 21% |
| It has not arrived | 28 | 23% |
4.How would you rate the product so far?
120 answered| Answer | Count | Percent |
|---|---|---|
| 1 | 12 | 10% |
| 2 | 17 | 14% |
| 3 | 25 | 21% |
| 4 | 27 | 23% |
| 5 | 39 | 33% |
How to read these questions
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
- rating: Report the mean and the top-two-box share (the two highest points). Top-two-box is easier to explain and less sensitive to a few extreme answers.
Frequently asked questions
When is the best time to send a post-purchase survey?
After the customer has had the product for a few days, usually three to five days after delivery. Too early and they cannot comment on the product; too late and the delivery experience is forgotten.
How long does the post-purchase survey take to complete?
About 3 minutes: 7 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
Related templates
- Returns and refund experienceWhy the item came back and how the return process felt; turns refunds into product and policy fixes.
- Customer satisfaction (CSAT)A three-minute check on how a recent purchase or support interaction went, with one open question that tells you why.
- Net Promoter Score (NPS)The standard 0–10 loyalty question plus the two follow-ups that make it actionable: the reason, and permission to follow up.
- Transactional NPSNPS tied to a specific moment (delivery, onboarding, support) so you can see which touchpoints create promoters and detractors.