How satisfied are you with the ordering process? Product Survey Question

Measure how smoothly users can complete purchases and identify friction points in your checkout flow that may be costing you conversions.

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
More emphatic	Not satisfied at all Not satisfied Neutral Satisfied Completely satisfied
Experience-focused	Very poor experience Poor experience Acceptable experience Good experience Excellent experience
Ease-focused	Very frustrating Frustrating Neither easy nor difficult Easy Very easy

Follow-Up Questions

Understanding why customers feel a certain way about your ordering process reveals the specific friction points or delightful moments that drive their satisfaction scores. These follow-ups help you prioritize improvements based on actual user pain points rather than assumptions.

This open-ended question captures specific issues in your checkout flow, payment options, or confirmation process that you might not have considered, giving you a direct roadmap for optimization.

Pinpointing the exact step where users struggle helps you focus resources on the highest-impact improvements rather than redesigning the entire flow.

This forward-looking question uncovers feature requests and workflow improvements directly from users who just completed the process, when their experience is freshest in mind.

When to Use This Question

E-commerce: Trigger immediately after checkout completion via email receipt or order confirmation page, catching the experience while still fresh and creating an early-warning system for cart abandonment issues before they spread.

SaaS Products: Deploy during onboarding's first 7 days through in-app modal after initial setup tasks, revealing friction points in your signup flow when users can still clearly articulate what confused them.

Mobile Apps: Launch within 24 hours of first purchase or subscription using push notification with deep link to feedback form, identifying checkout friction before users churn and while they're still emotionally invested in the transaction.

Web Apps: Present after completing 3-5 transactions over 2 weeks via contextual slide-out panel on dashboard, capturing patterns across multiple experiences rather than one-off issues and building a fuller picture of process reliability.

Digital Products: Time it 48 hours post-download or delivery through follow-up email with single-click rating, measuring the entire journey from payment to product access when users have actually experienced what they paid for.

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