Set the decision
Write down the decision you want this questionnaire to support: find friction between an online order and local pickup.
Ecommerce and retail / Survey guide
Ecommerce and retail · Practical field guide
Click-and-collect feedback survey
Find friction between an online order and local pickup.
Opens product registration. Example questions are not imported automatically.
WHAT TO READ · WHAT TO TEST
Observation
Example customers arrive at the correct store but do not know which collection desk to use.
Interpretation boundary
Do not combine pickup waiting time with product satisfaction in one question.
Next experiment
Provide the collection point and required information in the pickup instructions.
Illustrative scenario. These are not real response counts or findings.
From question to next step
Make the feedback useful.
Invite relevant voices
Invite people who experienced the relevant situation. Explain response handling and include an optional skip or not-applicable route. Do not combine pickup waiting time with product satisfaction in one question.
Choose an action
Provide the collection point and required information in the pickup instructions.
Read the answers carefully
What the answers cannot tell you.
Do not combine pickup waiting time with product satisfaction in one question.
Example customers arrive at the correct store but do not know which collection desk to use. This is an illustrative interpretation problem rather than a real customer result. Provide the collection point and required information in the pickup instructions.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Keep the finding specific
Example customers arrive at the correct store but do not know which collection desk to use.
Choose an action to test
Provide the collection point and required information in the pickup instructions.
Check the experience again
After testing the action, revisit this original observation: Example customers arrive at the correct store but do not know which collection desk to use. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
A useful starting point
A questionnaire for click-and-collect.
Find friction between an online order and local pickup. Choose the questions that fit the experience you are investigating; avoid asking people to evaluate a step they did not encounter.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
Were pickup instructions clear?
Check whether the pickup message explained the actual collection steps and conditions. Clarify the missing instruction without mixing pickup logistics with satisfaction about the product.
How easy was it to find the collection point?
Locate the navigation problem between arriving at the site and reaching the collection point. Improve specific directions rather than assume a correct address is sufficient.
What would improve the handover?
Find a practical change in the collection handover, such as confirmation or routing. Compare the suggestion with the actual process before adding unnecessary identity checks.
Was it clear which identification or order information was needed?
Check whether customers knew what verified information to bring for collection. Explain requirements without asking them to submit identification or order details in the questionnaire.
What should be explained before you travel to the pickup location?
Identify pickup information needed before travel, including the correct point and actual requirements. Move those details earlier rather than rely on explanations only available on arrival.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. Were pickup instructions clear? How easy was it to find the collection point? What would improve the handover? Was it clear which identification or order information was needed? What should be explained before you travel to the pickup location?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
Before you send it
Check what your wording assumes.
Would you agree that click-and-collect feedback was a completely positive experience?
Were pickup instructions clear?
The initial wording assumes a positive evaluation. The revised question asks about the actual situation so a respondent can describe difficulty, uncertainty, or a different experience.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| Were pickup instructions clear? | Short open text | Let people explain the experience in their own words. Review this answer for: were pickup instructions clear. |
| How easy was it to find the collection point? | Short open text | Let people explain the experience in their own words. Review this answer for: how easy was it to find the collection point. |
| What would improve the handover? | Short open text | Let people explain the experience in their own words. Review this answer for: what would improve the handover. |
| Was it clear which identification or order information was needed? | Short open text | Let people explain the experience in their own words. Review this answer for: was it clear which identification or order information was needed. |
| What should be explained before you travel to the pickup location? | Short open text | Let people explain the experience in their own words. Review this answer for: what should be explained before you travel to the pickup location. |
Make questions optional where appropriate. If you add a rating scale, label its endpoints, keep one idea per question, and retain a follow-up for reasons. These examples are not a validated measurement instrument.
Before you send it
Questions, answered.
What should I learn from this click-and-collect questionnaire?
Find friction between an online order and local pickup. Start with one decision you can act on rather than using the survey to confirm a preferred answer.
How should I interpret answers to “How easy was it to find the collection point?”?
Read this answer for the concrete issue behind the response. Do not combine pickup waiting time with product satisfaction in one question. Compare specific explanations instead of reducing every response to one average.
What would a practical next action look like?
Provide the collection point and required information in the pickup instructions. This is an example action to investigate, not a guaranteed improvement.
When should I send this questionnaire?
Ask after respondents have experienced the specific situation in the first prompt: “Were pickup instructions clear?” Allow enough time after a proposed change for people to experience it before repeating the questionnaire.
What should I check after changing the process?
After testing the action, revisit this original observation: Example customers arrive at the correct store but do not know which collection desk to use. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
Can I use these questions in SurveyTeams?
Copy the questions or download TXT, CSV, JSON, or a Markdown worksheet and adapt them in your own survey. The product CTA opens registration and does not import the example. Verify the features and terms available in your account.
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Build your own click-and-collect questionnaire.
Use these examples to draft your questionnaire. Create a survey draft, add questions, and check the respondent preview in SurveyTeams. Additional features depend on your account and plan.
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Opens product registration. Example questions are not imported automatically.
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