Post-purchase survey template

This template brings together questions about product expectations, delivery, the buying experience, and improvements. It keeps each stage separate instead of putting everything into one score.

Create my post-purchase survey

When to use this template

Send the survey after the customer has received and used the product long enough to form an opinion. The timing depends on what you sell: a simple purchase can be evaluated sooner than an item that requires installation or continued use.

If the experience is not complete yet, choose another survey template and ask only about the stage that is complete.

Ready-to-use questions

1. Did the product meet your expectations?
   • Exceeded my expectations
   • Met my expectations
   • Partly met my expectations
   • Did not meet my expectations
2. How was your delivery experience?
   • Very good
   • Good
   • Average
   • Poor
   • Very poor
3. From 1 to 5, how would you rate the buying experience?
4. What could we improve before your next purchase?

How to adapt the questions

Keep only the stages that are part of the actual purchase. If there was no delivery, remove that question. If the product needs assembly, replace it with a question about the instructions or installation.

To create variations without making the survey long, use the survey question generator and choose post-purchase.

How to read the responses

Analyze product, delivery, and purchase separately. A low overall rating can hide a good product with a poor delivery experience — or the other way around.

Group the open-ended responses by theme and review them alongside each score. The guide to customer satisfaction surveys helps define the goal and analysis. To see whether the invitation is working, also check survey response rate.

Common mistakes

• Sending the survey before the customer can try the product.
• Combining product, delivery, and website experience in one question.
• Asking for details the team already has in the order.
• Making every question required.
• Looking only at average scores and missing problems concentrated in one stage.

Next step

Choose the stages that are part of your journey, publish a short version, and keep the send moment consistent in future rounds. This gives comparisons the context they need.

Create my post-sale survey