Skip to main content
Back to template library
Feedback

Post-Purchase Experience Survey

Review the ordering, delivery, and first-use experience while capturing item-specific issues clearly.

15 questions
5 minute completion
Starter schema
Use this templateBrowse more templates

Preview

Interact with the actual form experience before opening the template in Formspace. Responses entered here are not saved.

Loading interactive preview

What's included

A quick static summary of the main sections and fields, so visitors can scan the structure before opening the full template.

Purchase context

Identify the purchase being reviewed.

5 questions
Includes:

Order or booking reference, Purchase date, Purchase channel, Item or service, plus 1 more.

Short textShort textDropdownShort text

Purchase journey

Rate each part of the experience.

4 questions
Includes:

How would you rate each stage?, Was the order or service delivered when expected?, Did anything go wrong?, What went wrong?.

Matrix fieldsYes / noYes / noMultiple choice

Outcome and follow-up

Tell us what should happen next.

6 questions
Includes:

How satisfied are you overall?, Describe the issue and preferred outcome, Optional receipt, item, or damage photos, How likely are you to buy from us again?, plus 2 more.

RatingLong answerFile uploadRating

How to use this template

When to use it

Use this template when you need a structured feedback workflow for Ecommerce, Retail, Consumer services teams. It works best when the response needs enough context for a reviewer to take the next step without sending several follow-up messages.

How to customize it

  • Replace generic labels with language your respondents already use.
  • Move optional questions later in the form so the first page stays easy to complete.
  • Add internal routing notes or tags if different team members handle different response types.
  • Explain exactly which files are useful so respondents do not upload unnecessary documents.
  • Pair scores with one focused follow-up question so your team understands the reason behind the rating.

Example questions

Scan the questions and field types included in the template at a glance.

Short text

Order or booking reference

Short text

Purchase date

Dropdown

Purchase channel

Short text

Item or service

Short text

Quantity

Matrix fields

How would you rate each stage?

Yes / no

Was the order or service delivered when expected?

Yes / no

Did anything go wrong?

Multiple choice

What went wrong?

Questions about this template

What is the post-purchase experience survey template for?

A post-purchase survey for commerce and service teams that combines journey ratings with structured product and resolution detail. It is a good fit for Ecommerce, Retail, Consumer services teams that need a structured feedback workflow.

Can I customize this post-purchase experience survey template?

Yes. Open it in Formspace to edit questions, pages, logic, branding, publishing settings, notifications, and response handling before sharing it.

What questions are included?

The template includes 15 questions across 3 sections. Example questions include: Order or booking reference; Purchase date; Purchase channel; Item or service.