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
| 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.