The balance between online shopping and physical retail stores is nuanced and dynamic in the contemporary retail landscape. While 51% of Americans prefer online shopping, a substantial 49% of consumers express dissatisfaction with not being able to try products when shopping online.
Despite the convenience and wide range of choices online shopping offers, the inability to physically interact with products before purchase remains a significant drawback for many consumers.
Moreover, the retail industry holds a critical place in the U.S. economy, being the largest private-sector employer. This fact highlights retail’s extensive impact and reach, not just in economic terms but also as a significant source of employment.
Collecting and responding to customer feedback is crucial for online and offline retailers. By understanding consumer preferences and addressing the limitations of each shopping mode, retailers can improve customer satisfaction.
This article lists the best retail survey questions you can ask your customers to make quick improvements and address more comprehensive challenges.
Here are the kinds of retail customer feedback survey questions you can ask your customers:
Ready to gather insightful feedback from your retail customers?
Elevate your strategy with SurveySparrow’s free Retail Survey Template —designed for comprehensive and customizable feedback collection. No credit card required to get started.
PS: This is a sample survey. Feel free to customize the questions and structure with our AI survey maker. Here, take a look.👇
Retail Store Customer Feedback Form
For the rest of us, let’s go explore retail survey questions and question types. Let's go!
The Net Promoter Score® (NPS) survey is a customer loyalty metric that gauges overall customer satisfaction and loyalty to a brand or company. It is based on a single, straightforward question.
This question is typically answered on a scale of 0-10, with respondents categorized as Promoters (9-10), Passives (7-8), and Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
The Customer Satisfaction Score (CSAT) is a commonly used key performance indicator that gauges customer satisfaction with a product, service, or experience. The CSAT question typically asks the customer:
Customers are then asked to rate their satisfaction on a scale, often ranging from very dissatisfied to very satisfied, or a numerical scale. Emoticons are also used to understand customer feedback.
The Customer Effort Score (CES) is a metric used to evaluate the ease of an experience or the effort required from a customer to get an issue resolved, a request fulfilled, or a product or service used. The CES question typically asks the customer to rate their agreement with a statement like:
The customer chooses the options or ratings.
A binary yes/no survey question is a straightforward form of inquiry used in various surveys, including customer feedback, market research, and social science studies.
This type of question requires respondents to choose between two definitive options: ‘Yes’ or ‘No.’ It gathers clear, unambiguous data about people’s opinions, experiences, or behaviors.
Retail product and pricing questions in surveys are designed to understand customers’ perceptions and satisfaction with the products and pricing of a retail business.
Brick-and-mortar store questions in surveys typically focus on customers’ experiences and satisfaction with physical retail locations.
Product selection and stock in a retail context refers to the variety of products available for purchase and managing inventory levels to meet consumer demand.
These survey questions are designed to assess customers’ satisfaction and experiences with the service quality and the return process for online purchases and in-store shopping.
These questions aim to gather feedback on aspects like the ease of making returns, the helpfulness of customer service, and the overall efficiency and convenience of the service and return procedures in different shopping environments.
Demographic questions in surveys are used to gather specific information about the characteristics of the survey respondents. These characteristics typically include age, gender, income, education level, ethnicity, employment status, and geographic location.
Demographic questions help segment and understand the diverse backgrounds of the respondents, allowing for a more nuanced analysis of survey results about different population segments.
Product information on your website and in-store refers to the details provided about products both online and within physical retail locations. This includes descriptions, pricing, availability, and other relevant data.
Consistency in this information across both platforms is essential for maintaining customer trust and ensuring a cohesive shopping experience.
Open-ended follow-up questions in surveys are inquiries that allow participants to freely express their thoughts and provide detailed feedback, offering deeper insights into their experiences and opinions.
These questions are crucial for gaining a more nuanced understanding of customer perspectives and motivations that can’t be captured through fixed response options.
The feedback from retail surveys helps you understand what your customers want, enhance your retail CX, and maintain a competitive advantage over your direct competitors.
Are you looking to create and automate surveys by yourself? SurveySparrow provides you with everything you need to create and conduct conversational surveys!
Our surveys typically tend to boost survey responses and create pleasant experiences. Most of your customers will complete your survey as they would be pleased to take surveys that are conversational in nature.
SurveySparrow provides you with a simple drag-and-drop interface and free retail survey question templates.
Collect retail feedback effortlessly using kiosks, tablets, and smartphones - take SurveySparrow for a spin today!
Generate your retail survey questions instantly.
Do you have any questions about retail surveys? Do you have any interesting best practices or tips for creating retail surveys? Let us know in the comment section below.
If you’re wondering whether SurveySparrow is the right fit for you and would rather have someone walk you through our platform, reach out to us for a free, personalized demo!
I'm a developer turned marketer, working as a Product Marketer at SurveySparrow — A survey tool that lets anyone create beautiful, conversational surveys people love to answer.
