Keep the finding specific
Customers cannot locate the returns desk from the entrance.
Ecommerce and retail / Survey guide
Ecommerce and retail · Practical survey guide
Store navigation survey
Find products and service points that are hard to locate.
Opens product registration. Example questions are not imported automatically.
ILLUSTRATIVE FINDING → ACTION
What people might say
Customers cannot locate the returns desk from the entrance.
What you could investigate
Place clear directional signs at key junctions.
Synthetic scenario, not a customer result.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Choose an action to test
Place clear directional signs at key junctions.
Check the experience again
After trying the change, repeat “Which area was difficult to find?” with people who experienced it. Check whether they still describe the original issue: customers cannot locate the returns desk from the entrance. 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 assume all visitors use visual signs.
Customers cannot locate the returns desk from the entrance. This is a synthetic example, not a customer result. Do not assume all visitors use visual signs.
From question to next step
Make the feedback useful.
Set the decision
Start with the decision: Find products and service points that are hard to locate.
Invite relevant voices
Invite people with relevant experience. Ask after someone has encountered the situation described in “Which area was difficult to find?”, 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
Place clear directional signs at key junctions.
A useful starting point
Questions to understand the actual experience.
Find products and service points that are hard to locate. 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.
Which area was difficult to find?
A hard-to-find area identifies the destination and route where store directions failed. Preserve the starting context without assuming everyone navigates through visual signs.
What sign label was unclear?
An unclear sign label reveals where store terminology does not connect to the customer's destination. Align verified area and service names, without assuming one person's route represents all navigation needs or accessible paths.
What direction would help?
A helpful direction identifies the missing route cue or junction information. Verify the destination and usable route before revising signs or maps.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. Which area was difficult to find? What sign label was unclear? What direction would help?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| Which area was difficult to find? | Optional short text | Retain the specific point or condition described; avoid replacing it with an unexplained rating. |
| What sign label was unclear? | Optional written explanation | Keep context that distinguishes different experiences. Do not assume all visitors use visual signs. |
| What direction would help? | Optional improvement suggestion | Keep the suggested change separate from whether it has been tested. Place clear directional signs at key junctions. |
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
Check what your wording assumes.
Would you agree that everything about store navigation was clear and easy?
Which area was difficult to find?
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.
Build with SurveyTeams
Draft your own store navigation 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 ↗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 “Which area was difficult to find?”, 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 locate the returns desk from the entrance. This is an illustrative pattern to look for, not a claim about your respondents. Do not assume all visitors use visual signs.
What would a practical follow-up look like?
Place clear directional signs at key junctions. After trying the change, repeat “Which area was difficult to find?” with people who experienced it. Check whether they still describe the original issue: customers cannot locate the returns desk from the entrance. Compare explanations and sample context, rather than claiming the change caused an improvement.
How should I ask “What sign label was unclear?”?
An unclear sign label reveals where store terminology does not connect to the customer's destination. Align verified area and service names, without assuming one person's route represents all navigation needs or accessible paths. 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.
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