# Click-and-collect feedback survey

Find friction between an online order and local pickup.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Were pickup instructions clear?

Answer: ____________________

## 2. How easy was it to find the collection point?

Answer: ____________________

## 3. What would improve the handover?

Answer: ____________________

## 4. Was it clear which identification or order information was needed?

Answer: ____________________

## 5. What should be explained before you travel to the pickup location?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.

Interpretation caution: Do not combine pickup waiting time with product satisfaction in one question.


## Illustrative finding and follow-up

Observation: Example customers arrive at the correct store but do not know which collection desk to use.

Action to test: Provide the collection point and required information in the pickup instructions.

Follow-up: 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.