Click & Collect Feedback
Order-online-pickup-in-store: readiness, wait, and handoff quality.
4 questions · 1 page · about 1 minute to answer · fully editable after you start
Click and collect promises the best of both channels and can deliver the worst: the order not ready at the promised time, the pickup point hidden at the back, the queue behind returns. This survey measures the promise-keeping – readiness on time, finding the counter, speed of handoff – plus whether the trip triggered extra purchases, the metric that justifies the service.
The bought-something-else answer is the retail case for click and collect; track it monthly and defend the counter staffing with it.
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Page 1
Your pickup
This survey is about picking up your order in store. Tell us whether it was ready on time and how the collection went. It takes about 1 minute.
Q1.Was your order ready at the promised time?*
- Yes
- Slightly delayed
- Significantly delayed
- Not ready - had to return
Q2.How would you rate each part of the pickup?
| Poor | OK | Great | Not applicable | |
|---|---|---|---|---|
| Finding the pickup point | ||||
| Speed of handoff | ||||
| Staff helpfulness | ||||
| Order accuracy |
Q3.Did you buy anything else while in store?
- Yes
- No, straight in and out
Q4.How could pickup be smoother?
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