How was your shopping experience? Product Survey Question

Measure customer satisfaction at the moment of truth—right after purchase—to catch issues early and turn satisfied shoppers into loyal advocates.

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
Experience-focused	Terrible Poor Okay Good Great
More emphatic	Extremely unhappy Unhappy Neutral Happy Extremely happy
Expectation-based	Much worse than expected Worse than expected Met expectations Better than expected Much better than expected
Intensity-based	Not satisfied at all Not satisfied Somewhat satisfied Satisfied Completely satisfied

Follow-Up Questions

Understanding why customers rate their shopping experience a certain way reveals the specific friction points and delights in your customer journey. These follow-up questions help you move from knowing satisfaction levels to understanding what drives them.

This open-ended question captures the exact moments that shaped their perception, whether it was checkout speed, product availability, or staff helpfulness.

Identifying which touchpoint resonated most helps you prioritize improvements and understand whether satisfaction came from the basics or the extras.

This forward-looking question uncovers improvement opportunities even from satisfied customers, turning positive ratings into actionable insights for optimization.

When to Use This Question

E-commerce: Survey customers within 2-4 hours of order confirmation via automated email, catching them while the checkout process is still fresh and before delivery satisfaction clouds their memory of the actual shopping experience.

Mobile Apps: Trigger after 3-5 completed transactions through an in-app modal on the order confirmation screen, ensuring users have enough context to evaluate your shopping flow while they're still engaged with your app.

SaaS Products: For marketplace or cart features, prompt users 14 days after launch via in-product banner on the checkout page, giving them time to complete multiple purchases and form a considered opinion about your commerce interface.

Web Apps: Display immediately after payment completion using a slide-in widget on the thank you page, capitalizing on the moment when users have just successfully completed their goal and are most likely to share genuine feedback about the process.

Digital Products: Survey within 24 hours of first purchase through targeted email, reaching customers after they've had time to reflect on the buying experience but before they've fully shifted focus to using what they bought.

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