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Purchase Process Feedback

Purchase Process Feedback

This survey evaluates the convenience and transparency of the purchase process, identifying barriers that hinder customers. It helps optimize the sales funnel, increase conversions, and enhance customer experience. Suitable for marketers, sales managers, and companies aiming to reduce churn at the purchase stage.

Use template

The Purchase Process Feedback template helps you understand what happens when customers try to buy from you, from browsing to checkout. It surfaces the friction points that cause hesitation or abandonment, giving you concrete direction for improving your sales funnel and closing more sales.

What the “Purchase Process Feedback” survey measures

This survey measures overall satisfaction with the purchase process, clarity of pricing and terms, ease of payment, and completion rates across different purchase channels. It also captures the specific reasons customers abandon a purchase, giving you both quantitative scores and qualitative insight into where the funnel breaks down.

Who the “Purchase Process Feedback” template is for

This template is built for marketers, sales managers, and e-commerce or product teams who want to reduce drop-off at the purchase stage. It's especially useful for companies selling through multiple channels, such as websites, apps, physical stores, or phone and email, where the buying experience can vary and needs to be checked separately.

How to adapt the template to your needs

You can tailor the channel options to match how your business actually sells, whether that's adding marketplaces, live chat, or in-app purchases. Add branching logic so customers who select 'No, encountered issues' or 'Did not attempt to complete' are automatically routed to the follow-up question about why, keeping the survey short for those who had a smooth experience. You can also insert questions specific to your checkout flow, like shipping options or account creation steps, if those are common points of friction for your brand.

Questions and answer options

Question type: single choice.
Answer options:
— Website
— Mobile app
— Physical store
— Phone or email
Question type: star rating.
Question type: single choice.
Answer options:
— Yes, completed successfully
— No, encountered issues
— Did not attempt to complete
Question type: open text answer.

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Frequently asked questions

Cross-reference the completion status question with the purchase channel and pricing transparency ratings to see which combinations correlate with abandonment.
Sending it to both completers and non-completers gives you a fuller picture, since the branching logic lets you gather different follow-up details from each group.
Low scores here often point to hidden fees or unclear terms at checkout, which you can test by revising your pricing display and resurveying to see if the rating improves.
Send it immediately after checkout, whether completed or abandoned, while the experience is still fresh and details are easy to recall.