Gift Card Experience Survey
Bought, given, redeemed: friction at each step of retail's favourite float.
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
Gift cards are cash customers lend you interest-free, and every friction taxes the goodwill twice – giver and receiver. This survey follows the card's life: buying and presentation quality, redemption smoothness including the partial-balance dance, and breakage's human side – cards abandoned because using them was annoying.
Ask the giver and the receiver separately, because they experience two different products. The giver is buying a presentation and a moment; the receiver is using a payment instrument, and a card that delighted at the point of giving can still be abandoned at the till three months later.
The why-not-fully-redeemed answers turn breakage from windfall accounting into churn evidence. Unspent balances look like margin in a finance report and read like a complaint in this survey – most abandoned cards are abandoned over a small residual nobody wanted to make a second trip to spend, and the customer's memory of the brand is the trip they did not enjoy rather than the money you kept.
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Page 1
Your gift card story
This survey asks about your experience with our gift cards, whether you bought one or received one. Your answers help us make them easier to give and use. It takes about 2 minutes.
Q1.Your role with this card?*
- Bought one to give
- Received one
- Both over time
Q2.How would you rate each part of the experience?
| Poor | OK | Smooth | N/A | |
|---|---|---|---|---|
| Buying/sending the card | ||||
| Presentation (physical or digital) | ||||
| Redeeming it | ||||
| Using a remaining balance |
Q3.Do you have unused balances with us now?
- No
- Yes - will use
- Yes - honestly forgotten until now
Q4.What made using the card annoying, if anything?
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