Ultimate 70-Question Online Shopping Survey for E-Commerce Success

online shopping questionnaire

70 Online Shopping Questionnaire for E-commerce Businesses

In the era of digitalization, online shopping has become a common method of acquiring goods and services. It offers convenience, variety, and accessibility to customers throughout the world. With the proliferation of online stores, however, customer satisfaction has become a major concern for businesses. This article examines the key online shopping questionnaires that contribute to customer satisfaction in online shopping.

General E-Commerce Online Shopping Questionnaire

There is no one “best” general e-commerce online shopping questionnaire as it largely depends on the specific research objectives and target audience. However, here are some key elements to consider when creating a general e-commerce online shopping questionnaire:

  1. 1How often do you shop online?
  2. What is your preferred payment method for online purchases?
  3. How satisfied are you with the website’s user interface?
  4. How easy was it to find the products you were looking for?
  5. Were there any issues with the checkout process?
  6. Would you recommend this website to others?
  7. How satisfied were you with the customer service?
  8. Did the website provide enough information about the products?
  9. How long did it take for your order to arrive?
  10. How likely are you to make another purchase from this website?

Overall, a well-designed general e-commerce online shopping questionnaire can provide businesses with valuable insights into their customers’ online shopping behavior, preferences, and satisfaction levels. This information can be used to improve the online shopping experience, optimize marketing and sales strategies, and increase customer loyalty and retention.

customer satisfaction towards online shopping questionnaire

Online Shopping Questionnaire On The Products

  1. How often do you purchase products from our website?
  2. Which product category do you usually purchase from?
  3. How satisfied are you with the quality of our products?
  4. Are there any specific products that you think we should add to our collection?
  5. How likely are you to recommend our products to someone else?
  6. How frequently do you purchase products from our competitors?
  7. What do you think about the pricing of our products?
  8. How satisfied are you with the variety of products available on our website?
  9. Do you feel that our products meet your expectations?
  10. Would you like to see more product reviews or ratings on our website?

Online Shopping Questionnaire About The Website

  1. How frequently do you visit our website for online shopping?
  2. How easy is it to navigate through our website?
  3. Were you able to find the products you were looking for easily?
  4. How would you rate the load time of our website?
  5. Are our product descriptions clear and informative?
  6. How would you rate the overall design of our website?
  7. Did you experience any issues while placing your order? If yes, please elaborate.
  8. How satisfied were you with the checkout process?
  9. Were you able to track your order easily?
  10. Is there anything you would suggest we improve on our website to enhance your online shopping experience?

The website for an eCommerce business is a valuable asset, and even if the products are of high quality, a poorly functioning or difficult-to-use website will cause visitors to quickly leave. In other words, the website plays a crucial role in attracting and retaining customers, and it must be optimized for functionality and user experience to ensure that customers stay and engage with the business.

questionnaire on consumer buying behaviour online shopping

Online Shopping Questionnaire Based On Customer Behavior

  1. How often do you shop online?
  2. What motivates you to shop online instead of visiting a physical store?
  3. How long do you typically spend browsing products before making a purchase?
  4. What factors influence your decision to purchase from a particular website?
  5. Have you ever abandoned a shopping cart before completing a purchase? If so, why?
  6. How often do you read customer reviews before making a purchase?
  7. How likely are you to recommend our website to a friend or family member?
  8. Do you prefer to shop on a mobile device or a desktop/laptop computer?
  9. Have you ever purchased on our website using a mobile device?
  10. How important is the ability to track your order and receive updates throughout the shipping process to you?

Gaining insight into users’ attitudes toward online shopping can provide valuable information about their purchasing behavior. While many people feel secure using their credit cards to shop online, there may be exceptions. Thus, it’s important to identify which payment methods customers are comfortable using to ensure a positive shopping experience.

Post-Purchase Online Shopping Questionnaire

  1. How was your overall shopping experience on our website?
  2. Were you able to find the products you were looking for easily?
  3. How satisfied were you with the quality of the products you purchased?
  4. Did the products you received match the descriptions on our website?
  5. How satisfied were you with the shipping/delivery process?
  6. Was there anything you found confusing or difficult during the checkout process?
  7. How likely are you to recommend our website to a friend or family member?
  8. Did you have any issues with payment or billing?
  9. Was customer service able to assist you with any questions or issues you had?
  10. Is there anything else you would like to share about your experience shopping with us?

Online Shopping Questionnaire For Customer Support

Neglecting the quality of customer support can lead to customer dissatisfaction, and churn, and can even deter potential new customers. It is imperative to prioritize and provide adequate attention to customer support. One way to gauge customer satisfaction is by using metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) through targeted survey questions to determine the level of customer satisfaction with the business.

  1. Was it easy to get in touch with our customer support team?
  2. Did our customer support staff solve your query or concern on time?
  3. How would you rate the professionalism and knowledge of our customer support staff?
  4. Was our customer support staff able to address all of your questions and concerns?
  5. Did our customer support staff provide clear and helpful solutions to your problems?
  6. How satisfied are you with the level of support you received from our customer support staff?
  7. Did our customer support team exceed your expectations?
  8. What improvements would you suggest for our customer support services?
  9. Did our customer support team follow up with you after resolving your query or concern?
  10. How likely are you to recommend our online store based on your experience with our customer support team?

online shopping questions

Shipping-Related Online Shopping Questionnaire

Picture ordering a product and discovering that it will take two weeks for it to arrive. It’s important to take prompt and efficient action to ensure that the product is delivered on time, and not to be indifferent about it. It’s the online shopping company’s responsibility to ensure timely delivery of the product.

  1. Did you receive your order on time?
  2. Were you satisfied with the shipping options offered during checkout?
  3. Did you receive regular updates regarding the status of your shipment?
  4. Were you satisfied with the condition of your order upon delivery?
  5. Was the shipping cost reasonable?
  6. Did you encounter any issues with the shipping process?
  7. Was the shipping carrier used for your order reliable?
  8. Were the shipping and handling fees clearly communicated during checkout?
  9. How important is fast shipping to you when making an online purchase?
  10. Would you be willing to pay extra for expedited shipping in the future?

Why Online Shopping Survey is Important

Online shopping surveys are an essential tool for businesses and organizations to understand the preferences, behavior, and expectations of their customers who shop online. With the exponential growth of e-commerce in recent years, businesses must have a deep understanding of the online shopping experience to make informed decisions that can help grow their business.

Here are some of the key reasons why online shopping surveys are essential:

Gain insights into customer preferences: Online shopping surveys allow businesses to gain insights into customer preferences by asking specific questions about product categories, pricing, payment options, and delivery methods. By collecting this information, businesses can tailor their offerings to better meet customer needs and preferences.

Understand customer behavior: Online shopping surveys can help businesses understand how their customers behave when they shop online. For example, businesses can gain insights into the frequency of purchases, the average order value, and the time spent browsing different product categories. By understanding customer behavior, businesses can optimize their online store to improve customer engagement, increase sales, and build customer loyalty.

Identify areas for improvement: Online shopping surveys can help businesses identify areas for improvement in their online shopping experience. By asking customers about their pain points and frustrations, businesses can address these issues and improve their online store’s functionality and design to enhance the customer experience.

Measure customer satisfaction: Online shopping surveys can help businesses measure customer satisfaction with their online shopping experience. By collecting feedback from customers, businesses can identify areas where they are excelling and areas where they need to improve to meet customer expectations.

Gather feedback on new products: Online shopping surveys can help businesses gather feedback on new products they are considering launching. By asking customers about their preferences and opinions on new products, businesses can make informed decisions about product development and marketing.

customer satisfaction in online shopping


In conclusion, customer surveys play a vital role in understanding the needs, expectations, and preferences of customers in the context of online shopping. By asking targeted questions about various aspects such as product quality, website usability, customer support, and delivery times, businesses can gain valuable insights to improve their offerings and provide a better customer experience. The data collected from customer surveys can help businesses make informed decisions that drive customer satisfaction, loyalty, and revenue. Thus, conducting customer surveys is an essential tool for any online shopping company that wishes to succeed and stay ahead of the competition.

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