100+ eCommerce Survey Questions to Understand Your Customers in 2025

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Aug 11, 2025

The eCommerce landscape might have seemed calm before, but don’t be fooled. That stability was just the calm before a competitive storm. With more brands entering the arena, simply offering great products and competitive prices is no longer enough. Today, the real battleground is customer experience.

To stay in the game, ecommerce companies need a crystal-clear understanding of their brand’s strengths, weaknesses, and how every touchpoint, website, checkout, and delivery feels to the customer. The fastest way to uncover those insights? Asking the right ecommerce survey questions.

In this guide, we’ll explore which questions deliver the most valuable feedback, where to use them, and much more. Let’s get started.

TL;DR:

In 2025’s crowded eCommerce market, winning customers isn’t just about great products, but also about delivering a flawless experience at every touchpoint. This guide shares 100+ eCommerce survey questions, organized by use case (general feedback, UX, pre-purchase, post-purchase, products, reviews, support, shipping, branding, marketing, cart abandonment, exit intent, returns & refunds) to help brands uncover pain points, boost satisfaction, and drive loyalty. You’ll learn how to use surveys to:

Understand customer behavior & preferences
Spot emerging trends early
Refine marketing & product strategies
Improve website usability, checkout, and delivery

Plus, you’ll get best practices for writing effective surveys and a step-by-step walkthrough for creating AI-powered surveys with TheySaid, so you can collect insights fast and turn feedback into action.

What are e-commerce surveys?

E-commerce surveys are a structured set of questions designed to gather feedback from online shoppers and to understand their preferences. It covers various aspects, including website usability, pricing, product selection, and delivery.

By asking the right questions, online retail surveys reveal valuable insights that help brands boost customer satisfaction, increase sales, and build lasting loyalty. Whether you want to know why shoppers abandon their carts, how easy your website is to navigate, or what new features customers want, eCommerce surveys give you the data you need to make smarter decisions.

In short, these surveys help businesses:

Understand customer satisfaction and pain points.
Identify opportunities to improve the shopping experience.
Measure loyalty through tools like Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT).
Test ideas for new products, features, or offers.

How eCommerce Surveys Help You Understand and Serve Customers Better

Before we dive into the eCommerence survey questions, first, let’s understand how they help you better understand and serve customers.

Create Detailed Customer Profiles and Targeted Segments

E-commerce surveys offer valuable insights into your customers’ preferences, behaviors, and demographics. This data allows you to build accurate customer personas and segment your audience more effectively. With clear segmentation, you can tailor your marketing efforts and product offerings to meet the needs of distinct customer groups better.

Identify Emerging Trends Early

By analyzing survey responses, you can spot shifts in customer sentiment and behavior across your ecommerce channels. Whether it’s a rise in satisfaction with your shipping services or a growing frustration with your website’s navigation, recognizing these trends helps you stay ahead and adapt proactively.

Refine Your Marketing Strategy

Effective marketing hinges on connecting deeply with your audience. E-commerce surveys provide direct feedback from both new visitors and loyal customers, guiding you to craft marketing messages and campaigns that resonate better with your target demographics.

Uncover Opportunities to Enhance the Entire Shopping Experience

Beyond individual touchpoints, surveys help you understand the broader ecommerce journey from product discovery and content clarity to checkout and post-purchase support. These insights highlight areas for improvement that can elevate the overall customer experience and boost satisfaction.

Top eCommerce Survey Questions to ask in 2025, Organized by Use Case

Since eCommerce covers many different use cases, we’ll explore each one separately. This approach helps you understand what each survey should focus on and the best questions to ask for maximum impact.

Note: If you are struggling to create the perfect survey questions? TheySaid has your back with AI power.

Just like ChatGPT, our AI lets you simply enter a prompt, and it takes care of the rest, from crafting smart questions within a minute. Pretty amazing, right?

Check out this sneak peek of how easy it is to get started with TheySaid: https://www.youtube.com/watch?v=9wyYkQDKXOA

General Ecommerce Customer Survey Questions

These questions provide you with a broader view of how customers perceive your brand and their online shopping experience. They might not detect the main pain point, but give you a helpful general overview to guide your steps.

Example Questions:

How satisfied are you with your overall shopping experience?
How often do you shop with us?
On a scale of 0–10, how likely are you to recommend us?
Which three words best describe our store?
What’s the main reason you choose us over other online stores?
How did you first hear about us?
Have you visited our store in the past 30 days?
What’s the most important thing we could improve?

eCommerce Website User Experience Questions

Your website is your digital storefront, and first impressions matter. If customers struggle to find what they need or get frustrated while browsing, you risk losing them before they ever make a purchase. Website user experience (UX) surveys help you spot navigation issues, design flaws, or content gaps that may be hurting conversions.

Did our website load quickly for you?
Was it easy to find product details (price, specifications, reviews)?
Did you encounter any technical errors or broken links?
Was the search/filter functionality helpful in finding products?
How visually appealing do you find our website design?
Were the product images clear and accurate?
Did you find the information about shipping and returns before purchase?
How would you rate the mobile-friendliness of our website?

eCommerce Survey Questions related to Pre-Purchase

Not every visitor buys right away. Most browse and leave without purchasing. But by asking these pre-purchase survey questions, you’ll learn what visitors want and how to meet their expectations so you can improve conversions.

What brings you to our website today?
How did you hear about our brand/website?
Have you shopped with us before?
Who are you shopping for today?
What’s your first impression of our brand?
Is it easy to navigate our website?
How would you rate your experience with us so far?
Did you find any products you liked?
Did you find everything you were looking for?
How can we improve your browsing experience?
How likely are you to return and make a purchase?

And here’s a tip: to gently nudge visitors toward buying, try adding a chatbot to your website. With TheySaid, you can create conversational surveys that capture leads and close feedback loops all in under 10 minutes.

eCommerce Survey Questions About Post-Purchase Experience

Sending a quick survey right after a purchase is a simple way to find out how you can make the buying experience even better. Happy customers stick around longer and tell their friends about you, too.

Why did you choose to buy from us over competitors?
On a scale of 1 to 10, how satisfied are you with our product availability?
Are any of your favorite products currently out of stock?
Do you get notified when out-of-stock products are back in stock?
What other products, sizes, or colors would you like us to offer?
Did we offer your preferred payment method? If not, what would you like?
Was your shopping experience hassle-free?
How likely are you to recommend us to friends and family?
Would you consider buying from us again?
How can we serve you better next time?

eCommerce Survey Questions About Products

Without a standout product, eCommerce success is tough. To wow customers, you need to know what they want, what they struggle with, and how they feel about your offerings. These product-focused questions help you gather exactly that.

How often do you use _____[product name]?
Which features excite you the most?
How does our product compare to _______[competitor’s product]?
What features or utilities do we lack?
Does this product help you achieve your goals?
Which of these descriptions best matches you? (Provide choices)
How likely are you to choose this product over similar ones?
How can we improve our product to meet your needs better?
What do you like most about this product?
What do you dislike about this product?

eCommerce Survey Questions About Customer Support

Online shopping is booming and fast, and reliable customer support is a must. A feedback survey helps you understand how well your support team meets customer needs and where you can improve.

How quickly did our team respond to your query?
Did the representative resolve your issue satisfactorily?
Was your wait time reasonable?
How would you rate the representative’s helpfulness, knowledge, friendliness, and professionalism?
What’s your preferred way to contact customer support?
How many sessions did it take to resolve your issue?
Did you have to escalate your issue to get a solution?
Did you feel valued as a customer?
On a scale of 1 to 10, how would you rate your overall support experience?
How would you describe your support experience in a few words?

eCommerce Survey Questions About Shipping and Delivery

Your product and website might be great, but poor shipping can ruin the customer experience. These questions help you pinpoint delivery pain points and opportunities to impress your customers.

Did you receive your order on time?
Was your product delivered to the correct address?
Would you be interested in faster delivery options, even if paid?
Was the standard shipping cost reasonable?
Did your package arrive undamaged?
What three words would you use to describe your delivery experience?
Please rate your overall shipping experience, including any interactions with delivery staff.
Rate the following on a scale of 1 to 10: flexibility of delivery schedule, meeting delivery dates, communication about your order, shipment accuracy, product quality on delivery, packaging quality, proactive communication on delays, and overall satisfaction.
What one thing could we improve about our shipping and delivery?
How can we exceed your expectations with our delivery service?
Did you have any trouble updating your billing or payment info?

eCommerce Survey Questions About Reviews

Your brand isn’t just what you say; it’s what others say, especially online reviews. Since customers can’t touch products before buying, reviews often seal the deal. Did you know 72% of shoppers take action only after reading positive reviews? These questions help you understand how reviews impact buying decisions.

On a scale of 1 to 10, how much do you trust product reviews?
How helpful are the reviews when making purchase decisions?
To what extent do reviews affect your choice?
Does the overall product rating influence your judgment?
Were product descriptions accurate compared to what you received?

eCommerce Survey Questions About Branding

Building a memorable eCommerce brand is about more than logos and colors, it’s about the feeling your brand evokes. These questions help you see if your branding is hitting the right notes with customers.

What are your biggest frustrations with current market options?
When you think of companies offering [product/service], which ones come to mind?
How much would you expect to pay for [product/service]?
What problems are you trying to solve?
Where do you usually buy our products/services?
How would you describe our products to a friend?
What comes to mind when you think of our brand?
If you had to describe our brand in three words, what would they be?
If you were in charge, what would you change first?
How would you feel if you could no longer use our product/service?

eCommerce Survey Questions About Marketing

Whether launching or growing, strong marketing is key to driving traffic and sales. These questions help you gauge interest and engagement with your marketing efforts.

Would you like to sign up for our newsletter for updates and special offers?
Are you interested in a paid membership for priority services?
We noticed you checked out as a guest—would you like to create an account to save your order history?
Want to learn more about membership benefits?
Do you follow us on social media?

eCommerce Survey Questions About Cart Abandonment

Every abandoned cart tells a story, and understanding why customers leave can help you recover lost sales. These questions dig into the reasons behind abandoned carts so you can fix the barriers and bring shoppers back.

What stopped you from completing your purchase today?
Was the shipping cost higher than expected?
Did you have trouble finding your preferred payment method?
Did you encounter any technical issues during checkout?
Was the estimated delivery time too long?
Would you like to receive reminders about items left in your cart?

eCommerce Survey Questions About Exit Intent

When visitors leave your site without buying, exit intent surveys can uncover last-minute doubts or frustrations. These quick questions help you spot issues and improve your conversion rates.

Why are you leaving our website today?
Did you find what you were looking for?
Was the checkout process confusing or complicated?
Were prices higher than you expected?
Did product recommendations meet your interests?

eCommerce Survey Questions About Returns & Refunds

A smooth return process can turn a one-time buyer into a loyal customer. These questions help you gauge how well your return and refund policies are working and where you can improve.

How easy was it to start a return?
Were the return instructions clear and straightforward?
How long did it take to receive your refund?
Was the cost of return shipping reasonable?
How satisfied are you with how your return was handled?

Best Practices for Conducting eCommerce Surveys

Ask Clear, Simple Questions: Use easy language and avoid pushing opinions.
Mix Question Types: Combine quick ratings with open-ended questions for rich insights.
Segment Your Audience: Tailor surveys based on customer groups for relevance.
Use Multiple Channels: Send surveys via email, website, SMS, and social media to reach more customers.
Time Surveys Well: Ask for feedback right after purchases, delivery, or support interactions.

Extra Tips:

Listen and act on feedback quickly.
Personalize shopping with survey insights.
Keep your website and checkout easy to use.
Engage customers post-purchase with thank-yous and follow-ups.

How to Create Awesome eCommerce Surveys with TheySaid

Making eCommerce surveys doesn’t have to be a headache. With TheySaid, it’s quick, simple, and even kind of fun! No tech skills needed, just your goals and a little bit of input.

Here’s how to get your first eCommerce survey up and running in no time:

Start a New Survey: Jump into your TheySaid dashboard and hit that Create New Survey button. Easy!
Pick a Template or Go DIY: Want a shortcut? Grab one of our ready-to-go eCommerce survey templates, like Pre-Purchase or Post-Purchase. Or build your own from scratch. Your call!
Let AI Do the Heavy Lifting: Just type in what you want to learn, and our AI will whip up smart, relevant questions for you. It’s like having a survey expert on call 24/7.
Add Smart Question Flows: Want to skip questions if someone answers a certain way? No problem! Set up logic rules to keep the survey short and sweet.
Send It Out Wherever Your Customers Are: Email it, embed it on your site, share on social media, or shoot it via SMS TheySaid makes sharing a breeze.
Watch Responses Roll In: Track answers live, right from your dashboard. You’ll see what people think in real-time.
Turn Feedback Into Action: Use our AI-powered insights to spot trends, fix pain points, and wow your customers next time they shop.

Start collecting powerful customer insights today! Try TheySaid and turn feedback into sales growth.

FAQs

Why should I use surveys for my e-commerce store?

Surveys help identify what’s working, what’s not, and where you can improve. They uncover hidden pain points, track customer satisfaction, and give you data to make better marketing, design, and product decisions.

What are some good eCommerce survey questions?

Examples include:

How easy was it to find what you were looking for?
What almost stopped you from completing your purchase?
How would you rate our shipping speed?
Would you recommend us to a friend?

For a full list, check the question bank in this blog.

How long should an eCommerce survey be?

Ideally, 5–10 questions. Longer surveys risk drop-offs unless the respondent is highly motivated (e.g., a loyal customer or rewarded participant).