Customer Experience & Support Survey Questions for Shopify brands

Use these customer experience and support survey questions to understand how customers feel about your brand, the quality of support interactions, and where the experience can be improved. These questions are commonly used after support interactions, returns, or cancellations, as well as in post-purchase surveys.

Overall customer experience

• How would you rate your overall experience with our brand?
• How satisfied are you with your recent experience?
• Did your experience meet your expectations?
• What stood out most about your experience?

Support interaction feedback

• Did you contact customer support during your experience?
• How easy was it to get help when you needed it?
• How satisfied were you with the support you received?
• Was your issue resolved?

Support quality and resolution

• How would you rate the quality of support you received?
• Was your issue resolved in a timely manner?
• Did our support team understand your problem?
• What could we have done better?

Communication and clarity

• Was communication from our team clear and helpful?
• Did you feel informed throughout the process?
• Was anything unclear or confusing?
• What information was missing, if any?

Pain points and frustration

• Did anything cause frustration during your experience?
• What was the most frustrating part of your experience?
• What could we improve to make things easier?
• What nearly caused you to leave or give up?

Loyalty and follow-up

• How likely are you to shop with us again?
• Did this experience affect your trust in our brand?
• What would make you more likely to return?
• What should we change to improve future experiences?

Open-ended customer feedback

• In your own words, how was your experience?
• What should we know about your interaction with us?
• What’s one thing we could do better?