What information were you seeking?
The information sought identifies the purchase question for which a customer needed help. Clarify assistance scope without collecting personal purchase or employee details.
Ecommerce and retail / Survey guide
Ecommerce and retail · Practical survey guide
Store assistance survey
Improve how customers find help with a purchase.
Opens product registration. Example questions are not imported automatically.
ILLUSTRATIVE FINDING → ACTION
What people might say
Customers cannot distinguish available staff from occupied staff.
What you could investigate
Create a clearly marked help point.
Synthetic scenario, not a customer result.
A useful starting point
Questions to understand the actual experience.
Improve how customers find help with a purchase. Use the prompts relevant to your audience and allow people to skip situations they did not encounter. Keep response handling consistent with what you explain in the invitation.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
How did you find a staff member?
The assistance route reveals whether customers can identify where to ask a purchase question. Explain actual help points and staff-role scope, without collecting employee names or equating visible assistance with advice quality.
What assistance route would help?
A helpful assistance route identifies where customers should find the appropriate help point. Base the change on actual staffing arrangements without promising advice quality or immediate availability.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. What information were you seeking? How did you find a staff member? What assistance route would help?
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 everything about store assistance was clear and easy?
What information were you seeking?
The first wording combines an assumed positive outcome with two different judgments. The revised prompt asks about a specific experience and permits an inconvenient or uncertain answer.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| What information were you seeking? | Optional short text | Retain the specific point or condition described; avoid replacing it with an unexplained rating. |
| How did you find a staff member? | Optional written explanation | Keep context that distinguishes different experiences. Do not identify staff in public criticism. |
| What assistance route would help? | Optional improvement suggestion | Keep the suggested change separate from whether it has been tested. Create a clearly marked help point. |
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.
From question to next step
Make the feedback useful.
Set the decision
Start with the decision: Improve how customers find help with a purchase.
Invite relevant voices
Invite people with relevant experience. Ask after someone has encountered the situation described in “What information were you seeking?”, while they can still recall the details. For material testing, show the actual draft first; for planning, ask before the next relevant activity.
Choose an action
Create a clearly marked help point.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Keep the finding specific
Customers cannot distinguish available staff from occupied staff.
Choose an action to test
Create a clearly marked help point.
Check the experience again
After trying the change, repeat “What information were you seeking?” with people who experienced it. Check whether they still describe the original issue: customers cannot distinguish available staff from occupied staff. Compare explanations and sample context, rather than claiming the change caused an improvement.
Read the answers carefully
Keep the conclusion within the evidence.
Do not identify staff in public criticism.
Customers cannot distinguish available staff from occupied staff. This is a synthetic example, not a customer result. Do not identify staff in public criticism.
Before you send it
Questions, answered.
Who should receive this questionnaire?
Shoppers who attempted the described purchasing task. Ask only about steps each person encountered; do not treat a voluntary response sample as representative.
When should I ask these questions?
Ask after someone has encountered the situation described in “What information were you seeking?”, while they can still recall the details. For material testing, show the actual draft first; for planning, ask before the next relevant activity.
What should I investigate in the answers?
Customers cannot distinguish available staff from occupied staff. This is an illustrative pattern to look for, not a claim about your respondents. Do not identify staff in public criticism.
What would a practical follow-up look like?
Create a clearly marked help point. After trying the change, repeat “What information were you seeking?” with people who experienced it. Check whether they still describe the original issue: customers cannot distinguish available staff from occupied staff. Compare explanations and sample context, rather than claiming the change caused an improvement.
How should I ask “How did you find a staff member?”?
The assistance route reveals whether customers can identify where to ask a purchase question. Explain actual help points and staff-role scope, without collecting employee names or equating visible assistance with advice quality. Use an optional written explanation when predefined choices would hide relevant context.
Can I use the questions in SurveyTeams?
Copy the prompts or download TXT, CSV, JSON, or a Markdown worksheet, then adapt them in your own survey. The CTA opens registration; it does not import this example automatically. Verify available features in your account.
Build with SurveyTeams
Draft your own store assistance 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.
Create your survey in SurveyTeams
Opens product registration. Example questions are not imported automatically.
Learn about the product ↗Continue exploring