# Delivery experience survey

Separate fulfilment communication from the arrival experience.

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

## 1. How clear were delivery updates?

Answer: ____________________

## 2. Did the delivery match the expectations set at purchase?

Answer: ____________________

## 3. What should be improved about receiving the order?

Answer: ____________________

## 4. Was it clear how to ask about a delayed delivery?

Answer: ____________________

## 5. Which update would have been useful before arrival?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Check whether updates explained the delivery's current stage and relevant next event. Improve ambiguous status language rather than assume additional messages automatically reduce uncertainty.
2. Compare the received delivery with the expectations actually stated at purchase. Investigate differences in timing, condition or arrangement without assuming the carrier caused every mismatch.
3. Locate a practical change at receipt, such as clearer handover information, that the fulfillment owner can investigate. Distinguish the suggestion from an established service failure.
4. Check whether recipients know the appropriate route for asking about a delay. Make secure support guidance visible because a feedback response does not open a claim.
5. Find the information needed before arrival to prepare for receipt. Provide verified status or arrangement details without inventing a delivery time beyond the actual service terms.

Interpretation caution: An overall rating can hide whether the problem was timing, communication, or condition.


## Illustrative finding and follow-up

Observation: Example customers describe an acceptable arrival but unclear delay communication.

Action to test: Provide useful status information and the correct support route.

Follow-up: After testing the action, revisit this original observation: Example customers describe an acceptable arrival but unclear delay communication. 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.


## Collection protocol

When and whom to ask: Recipients after delivery or after the expected date passed, including unsuccessful delivery attempts.

Decision owner: The fulfilment lead separates tracking clarity, delivery timing and package condition. Do not assume a carrier caused every problem.

Follow-up: After changing status messages, repeat the information questions for the same delivery service and compare them with tracking events. Keep delayed and on-time orders visible in the review.

Response handling: Avoid collecting full home addresses or photos with personal labels. Describe a secure route for missing parcels; this questionnaire does not open a claim.