Delivery feedback survey

This template helps you understand what happens between checkout and delivery: timing, communication, packaging, product condition, and confidence in buying again.

Create my delivery survey

When to use this template

Send it after delivery is confirmed, once the customer has opened the package and checked the product. If delivery times vary widely, wait a similar amount of time before comparing responses.

To evaluate the full experience, pair this survey with the post-purchase survey template.

Ready-to-use questions

1. How would you rate the experience of receiving this order?
   • Very poor
   • Poor
   • Okay
   • Good
   • Very good
2. Did the order arrive within the promised timeframe?
   • Yes
   • No
   • I do not remember
3. What condition was the packaging in when the order arrived?
   • Severely damaged
   • Damaged
   • Good condition
   • Very well protected
4. Did the product arrive in good condition?
5. What could we improve about delivery?
6. Is there anything else about the experience you would like to share? (optional)

How to adapt the questions

If your operation uses more than one carrier, ask about the delivery type or identify it internally. Do not ask for information already attached to the order: every extra field adds effort without improving the read.

For fragile products, include a question about protection. For recurring items, ask whether the interval between orders works. The script should reflect what your team can change.

How to read the responses

Compare perceived timing with comments about packaging and product condition. A low score despite on-time delivery may point to unclear expectations, packaging, or the unboxing experience.

Track the share of problem deliveries by period and carrier. Keep express and economy orders separate so the context stays clear.

The CSAT calculator helps check satisfaction when you use a 1-to-5 scale.

Common mistakes

• Sending the survey before delivery is confirmed.
• Combining product, price, support, and shipping in one score.
• Asking about a timeframe that was not promised at checkout.
• Using the survey to hide a known operational failure.
• Ignoring comments that mention damage or safety risks.

Next step

Start with a satisfaction score, two delivery questions, and one open text prompt. Choose one recurring problem and track the next batch of orders.

Publish my delivery survey