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Delivery Quality Survey

Delivery Quality Survey

This survey assesses the quality of your product’s delivery, including speed, condition of the item upon receipt, and courier service performance. It identifies issues and gathers suggestions to improve the post-purchase experience. Suitable for logistics managers, marketers, and companies aiming to enhance customer satisfaction.

Use template

The Delivery Quality Survey helps you understand what happens after a customer clicks 'buy' and the package leaves your warehouse. It covers delivery speed, item condition on arrival, and courier performance, giving you a clear picture of where the last mile is working and where it's breaking down. Use it to catch recurring problems before they turn into churn or bad reviews.

What the “Delivery Quality Survey” survey measures

This survey measures overall delivery satisfaction, delivery speed, item condition upon receipt (perfect, minor damage, severely damaged, or not delivered), and courier or delivery service performance. The open-ended questions on issues, damage, and non-delivery reasons add qualitative detail, helping you pinpoint whether problems stem from packaging, handling, routing, or the carrier itself.

Who the “Delivery Quality Survey” template is for

This template is built for logistics managers, e-commerce operations teams, customer experience leads, and marketers who want to track the post-purchase experience. It also works well for companies that outsource shipping to third-party couriers and need ongoing feedback to hold them accountable, as well as any business scaling delivery volume and wanting to catch quality issues early.

How to adapt the template to your needs

You can adjust the wording to match your product type, add a question about packaging quality if that's a common complaint, or include a field for order number to link feedback to specific shipments. Branching logic works well here too: for example, only show the damage question if the customer selects 'minor damage' or 'severely damaged,' and only show the non-delivery question if they select 'not delivered.' You can also add a Net Promoter Score question if you want to tie delivery quality to broader loyalty metrics.

Questions and answer options

Question type: single choice.
Answer options:
— In perfect condition
— With minor damage
— Severely damaged
— Not delivered
Question type: open text answer.
Question type: open text answer.

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Frequently asked questions

Send it within 24-48 hours of delivery while the experience is still fresh, but leave enough time for the customer to actually inspect the item.
Route open-text responses about damage or non-delivery to your logistics or fulfillment team so recurring patterns, like a specific carrier or region, get flagged and addressed quickly.
Yes, the courier performance rating is designed for exactly that, and you can filter responses by shipping method or carrier if you tag orders accordingly.
That usually points to speed or communication issues rather than physical damage, so check the speed rating and open comments together to diagnose the gap.