60+ Engaging eCommerce Survey Questions to Ask in 2025

How do you plan to encourage your eCommerce store visitors to revisit your site often? Asking them questions, and knowing their pain points. The replies to eCommerce survey questions help you understand how your business adds value to customers’ lives and where it’s failing.

A form with eCommerce customer survey questions helps you no longer run your business practices based on instinct but rather pinpoint factors where you should improve your performance.

In this blog, we’ll cover the details of eCommerce surveys, what questions you should ask and how? Let’s dive in —

What are eCommerce surveys

eCommerce surveys are data collection forms that allow customers to convey their views regarding a product, service, brand, or eCommerce store. Users can share their thoughts, which directly helps the business fix problems and improve the user experience.

In an eCommerce survey, users typically respond to questions or can express their likings and dislikes in words. They can also rate the brand, service, or product numerically. The survey can be based on overall experience, purchase or payment-related, or shipping and delivery.

Why conduct an eCommerce survey

The prime reason to run an eCommerce survey is to pursue great customer service and obviously business profit. You want revenue while caring about your users’ mindsets, choices, and wishes. Every eCommerce site is a wish-buying option for shoppers. The best customer service wins customers. And surveys can help you with that. The performance of an eCommerce survey depends on identifying the customers’ probable pain points and engaging them with practical scenarios.

The analyzed result of a well-designed survey helps you in multiple ways, such as –

• Improving website performance
• Finding the outdated products
• Detecting user’s preference
• Getting insightful reviews
• Rating the support staff or delivery personnel

eCommerce survey questions categorized by customer journey

Random survey questions don’t help you find any unique selling proposition, so you must categorize the survey questions so that you place them at the correct time. The sequence of the questions is also an essential part of engagement and the proper outcome you were waiting for.

In this blog, you will find useful eCommerce survey questions grouped by category that you can utilize according to your business goals.

General survey questions

General survey questions reflect the overall picture of an eCommerce store. These may not show the pin-point error but detect the gross mistakes, which you usually do not pay attention to.

1. Were you satisfied with the overall experience?
2. How often do you shop on this site?
3. On a scale of 0-10, how likely would you recommend us to a friend or colleague?

eCommerce website user experience surveys

If an eCommerce website cannot attract and engage shoppers, then the quality of a product doesn’t matter. Virtual representation matters the most when purchasing, no matter how exclusive your product is.

As a shopper, the “recommended for you” section matters the most for most buyers when engaging in an eCommerce store. If it goes right, consider half of the shopping is done.

1. How did you learn about our website?
2. How easy is it for you to navigate our website?
3. Would you recommend our website to others?
4. How can we improve our website?
5. Is it taking too long to find the product you’re looking for?
6. Were you offered relevant recommendations while browsing?
7. Did we offer your preferred payment method? If not, please let us know your preference.
8. On a scale from 0 to 10, how likely would you recommend our website to a friend or colleague?

Post-purchase survey questions

In the ecommerce user journey, prime person to pay attention to is a user who just made a successful purchase. The shopper also has the chance to cancel the order, which is another reason to keep the customer satisfied. Ask them questions that can help you understand a user’s purchasing journey, what problem they are facing, what made them buy your product, and what might be the reason they will consider canceling first time.

1. What are the other items you want to purchase from our store?
2. What convinced you to buy from us?
3. Will you purchase from us again in the future?
4. Are any of your favorite products out of stock?
5. Do you want to get notified when your favorite products are back in stock?
6. What other products, sizes, and color options would you like to see in the future?
7. Did you have a hassle-free purchasing experience?
8. On a scale of 1 to 10, how satisfied are you with the availability of products on our website?

Survey questions on eCommerce customer support

One wrong interaction with customer support can result in losing many customers in seconds. In the same way, customer support personnel can make hundreds of customers return to your business with professionalism and cordial behavior.

A well-built support system doesn’t guarantee customer satisfaction unless you get customer feedback. Customer support is where you can repeatedly conduct surveys, and customers will happily engage with you. Choose this survey with questions that bring positive customer feedback.

1. To what extent do you agree with the following statement: The customer support made it easy to handle my issue.
2. How responsive our customer support team was?
3. How helpful was our customer support team?
4. Did our customer support staff solve your query?
5. On a scale of 1-10, how likely will you recommend our customer support staff to a friend or colleague?
6. Was your wait time reasonable?
7. Do you find the customer service representative: (Helpful, Skillful, Polite & friendly, Quite professional)
8. What is your preferred line of communication when contacting our customer support?
9. How many sessions did it take to solve your issue?
10. Did the customer service representative make you feel valued as a customer?
11. On a scale of 1 to 10, how would you rate your overall experience with our support staff?
12. How would you describe your customer service experience with us in a few words?

Survey questions on shipping and delivery

An eCommerce shopper’s ultimate satisfaction is when the person unboxes the product. This is a crucial moment for a business because buyers hardly forget their interaction with the delivery staff. Conducting a post-delivery survey helps you identify issues with your delivery operations.

1. How was your payment experience at our store?
2. Was the standard shipping cost reasonable?
3. Did your package arrive undamaged and in good condition?
4. On a scale of 0-10, how likely are you to buy from our store again?
5. Did you receive your order within the expected timeline?
6. Did you receive your order at the shipping address?
7. Did our delivery agent behave professionally?
8. Please rate your experience with the delivery personnel.
9. How satisfied are you with the quality of our delivery services?
10. Did your product arrive at the correct address?
11. Would you be interested in receiving products sooner by enrolling in paid services?
12. How can we improve our delivery services?

Cart abandonment feedback

Don’t leave your customers hanging when they abandon a cart on your eCommerce website. Asking them a few questions may help you find the reason and increase the buying rate of carts.

1. What stopped you from completing your purchase?
2. Do you want us to notify you when products in your cart are getting out of stock?
3. What factor can make you shop again after abandoning a cart?
4. Can you tell us something about why did you abandon your shopping cart?

Exit intent survey

If your eCommerce store visitors typically leave the site for similar reasons, it’s easy to detect the pain points they face when you survey those points. The survey about exit intent can consist of questions like –

1. Why did you leave this site?
2. Was it difficult to shop from our site?
3. Is our payment method unsatisfactory?
4. Were our recommended products irrelevant?

Product review

Product quality is the main reason that makes you stand out from competitors. Product review surveys help immensely with customer retention. It also helps you find the difficulties of the products. While running a product review survey, make sure the questions allow the buyers to give clear, concise, and neutral opinions. Let’s see a few examples of product review survey questions.

1. Have you ordered [PRODUCT] from us before?
2. Did you find enough range of products?
3. How well does our product meet your needs?
4. How satisfied are you with the quality of products?
5. What do you like most/least about our product?
6. How easy is our product to use?
7. What problem would you like to solve with our product?
8. What do you think about the pricing of our products?
9. If you could change one thing about our product, what would it be and why?
10. On a scale of 0-10, how likely would you recommend our product to a friend or colleague?

eCommerce customer survey best practices

There are a few practices that make an eCommerce survey meet its purpose. It’s all about engaging your audience and getting the right data you seek, adding value to upgrading your business strategy. Keep a few things available in your survey form that make it interesting and useful.

• Define your objectives
• Keep it to the point
• Provide scope for quick response
• Design engaging forms
• Avoid baseless questions
• Add experience-based questions

On a final note

When creating survey questions for eCommerce, you need to relate them to your customers’ journeys and place them where they are more relatable. With Fluent Forms, you can create actionable eCommerce website survey questions that produce results.

Questions are crucial for a survey, but the design and user experience attract and engage the user to participate in a survey. Check this product survey form template of Fluent Forms and you can easily create amazing survey forms like this according to your need while using Fluent Forms for your eCommerce website.