NPS Survey for Ecommerce
Gauge shopper loyalty and willingness to recommend your online store.
When to Use
Send 7-14 days after delivery to capture the full purchase experience.
Survey Questions (10)
How likely are you to recommend our store to a friend?
ScaleWhat influenced your score the most?
Open-EndedHow would you rate the variety of products available?
ScaleHow satisfied are you with the delivery speed?
ScaleHow was your checkout experience?
Multiple Choice- Very easy
- Easy
- Neutral
- Difficult
- Very difficult
How would you rate the product quality?
ScaleHow likely are you to shop with us again?
ScaleWhat could we do to improve your shopping experience?
Open-EndedHow did you find our store?
Multiple Choice- Search engine
- Social media
- Friend referral
- Advertisement
- Other
Any additional comments about your experience?
Open-EndedBest Practices
- Time the survey after the customer has received and used the product
- Include a follow-up question to understand the reasoning behind the score
- Segment by product category and order value
- Use results to identify brand advocates for referral programs
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