How satisfied are you with the delivery service? Product Survey Question

Measure customer sentiment about your delivery experience to quickly identify service issues and improve logistics operations that directly impact retention.

Question type

Rating scale 1-5

Primary metric

CSAT (Customer Satisfaction Score)

Answer scale variations

Comparison table
Style	Options
Typical choice	Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied
Service quality	Poor service Below expectations Acceptable Good service Excellent service
Experience-focused	Very disappointed Disappointed Neither disappointed nor pleased Pleased Very pleased
Expectation-based	Far below expectations Below expectations Met expectations Exceeded expectations Far exceeded expectations

Follow-Up Questions

Understanding why customers rate your delivery service a particular way reveals specific operational improvements and helps you prioritize what matters most to your customers. These follow-up questions dig into the concrete factors behind satisfaction scores.

This pinpoints which delivery aspects drive satisfaction, letting you focus resources on areas with the biggest impact rather than guessing what matters most.

Open-ended feedback captures specific incidents and suggestions that structured questions miss, often revealing fixable problems you didn't know existed.

This reveals whether you're setting realistic delivery promises and helps identify gaps between marketing claims and actual service performance.

When to Use This Question

SaaS Products: Send within 24 hours of a support ticket resolution via in-app notification or email, while the interaction is still fresh in the user's mind—this captures immediate satisfaction with service quality before memory fades.

E-commerce: Trigger 2-3 days after delivery confirmation through email or SMS, giving customers time to inspect their order but catching them before the experience becomes distant—this timing balances recency with adequate product evaluation.

Mobile Apps: Deploy immediately after a premium feature delivery or content unlock using an in-app modal or slide-up, capitalizing on the peak satisfaction moment when users receive what they wanted—strikes while emotional response is strongest.

Web Apps: Launch within 48 hours of completing onboarding or receiving first value delivery via contextual banner in the dashboard, measuring satisfaction at a critical early milestone that predicts long-term retention—catches users when first impressions solidify.

Digital Products: Present within 1 week of purchase fulfillment for downloadable content through follow-up email series, allowing enough time for users to consume the product but staying within the satisfaction window—balances usage experience with response motivation.

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