In-Store Shopping Experience Survey
Fitting rooms, shelf-price accuracy, staff product knowledge, and click-and-collect.
6 questions · 1 page · about 2 minutes to answer · fully editable after you start
The physical store now competes with the phone in the shopper's hand, so this survey measures the things a website cannot do and the things a store keeps getting wrong. Fitting rooms and staff product knowledge are the reasons to come in; shelf prices that do not match the till and a click-and-collect desk with a queue are the reasons people stop.
The price-mismatch question is worth its own alert – it is a trust failure that shoppers rarely complain about in person and reliably mention online. Pair it with the collect-point score and you can see whether your omnichannel promise survives contact with a Saturday afternoon.
Template preview
This is a picture of every question as a respondent would see it, so nothing on it can be clicked or typed into. Use this template to get your own editable copy.
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Page 1
Your visit today
Thank you for shopping with us today. This survey asks about your visit, from finding what you wanted to paying at the till. It takes about 2 minutes.
Q1.How would you rate each part of the store?*
| Poor | Fair | Good | Excellent | Did not use | |
|---|---|---|---|---|---|
| Staff product knowledge when you asked | |||||
| Fitting rooms or product try-out area | |||||
| Shelf layout and signage | |||||
| Queue at the till |
Q2.Did the price at the till match the price on the shelf?*
- Yes
- No - it was higher at the till
- No - it was lower
- I did not check
Q3.What brought you into the store rather than ordering online?*
- Wanted to see or try it first
- Needed it today
- Collecting an online order
- Returning something
- Just browsing
Q4.How was the collection and returns desk?
Asked only if the answer to Q3 is “Collecting an online order” or “Returning something”.
- Quick and easy
- Long wait
- Staff could not find the order
- Sent to the wrong place
Q5.How likely are you to recommend this store?
Q6.Did you leave without buying something you wanted? What was it?
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