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E-commerce Delivery Feedback
For an online shop, delivery is the moment the promise is kept or broken, and it is often handled by someone other than you. This template follows the order from the checkout to the first use and any return, so you see which part of the journey costs you repeat customers.
15 questions
When to use this template
- Two or three days after the parcel was delivered, once the customer has opened and used what they ordered.
- After a delivery that was late, damaged or failed on the first attempt.
- Before and after changing carrier or delivery options, to compare how customers experienced each.
Questions to ask
Ordering and delivery options
- 01How clear were the delivery options and costs when you placed the order?
- 02Did the delivery date promised match what you needed?
- 03Was there anything at checkout that made you hesitate?
Tracking and updates
- 04How did you follow your order after you paid?
- 05Were the updates you received clear and accurate?
- 06Did you have to contact us to find out where your parcel was?
The delivery itself
- 07Did the parcel arrive when you expected it?
- 08How did the delivery go: at home, to a pick-up point or to a neighbour?
- 09If something went wrong, how was it dealt with?
Packaging and condition
- 10In what condition did the items arrive?
- 11How did you find the packaging, in terms of protection and amount?
- 12Was the order complete and as you had expected?
Returns and next order
- 13If you needed to return something, how easy was it?
- 14How did the whole delivery experience affect your view of our shop?
- 15How likely are you to order from us again, and what would help?
Tips for a useful conversation
- Ask about the delivery date the customer was promised, not only the date it arrived.
- Separate what we control, such as packing and information, from what the carrier controls, so the answers lead to actions.
- Ask what happened when a delivery failed: recovery matters more than the failure.
- Share carrier-related findings with the carrier using concrete cases.
Mistakes to avoid
- Contacting customers before they have received and tried the product.
- Blaming the carrier in the call instead of listening.
- Asking about the product when the topic is the delivery.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.