E-commerce has definitely changed the way customers shop. With access to millions of products online, customers can buy things instantly. However, there are certain drawbacks to online shopping, which is why many buyers still prefer to go in-store, check/try on the product, and then purchase it.
So, how can you make that in-store experience even better? The simplest way is to ask your customers directly. Curious how? When someone visits your retail store, ask them to complete a quick kiosk/tablet survey and see what they really think.
Read this blog to know why retail surveys are important and also essential retail survey questions you should ask your customers.
60+ essential retail survey questions you should ask your customers
Here is a list of essential retail survey questions you can add to the retail surveys and gather useful insights:
Store navigation questions
- Were you able to find what you were looking for easily?
- How would you rate the overall layout of our store?
- Did the signage and directions inside the store help you navigate smoothly?
- Did you need help locating any specific product or section?
- Was the product categorization logical and easy to understand?
- How long did it take you to find the product you were looking for?
- Was there anything that felt confusing or misplaced in the store layout?
Store ambiance and environment questions
- How would you describe the overall atmosphere of our store?
- Was the store clean and well-maintained during your visit?
- Did you find the lighting in the store comfortable and appropriate?
- Was the music or noise level in the store pleasant?
- Did the temperature and ventilation feel comfortable while shopping?
- How welcoming did the store feel when you walked in?
Staff assistance questions
- Were you greeted by a staff member upon entering the store?
- How helpful and knowledgeable was our staff?
- Did our staff make you feel valued as a customer?
- Was the assistance you received timely and relevant?
- Were staff members polite and respectful throughout your visit?
- Did any staff member go out of their way to help you today?
Product availability and stock questions
- Were the products you were looking for in stock?
- Did you find enough variety in the product range?
- Was the product size/color/variant you wanted available?
- How satisfied were you with the product options in your preferred category?
- Were the shelves and displays adequately stocked?
- Did any item you wanted to buy was out of stock or unavailable?
- Did a staff member offer alternatives when your preferred product wasn’t available?
Billing and queue questions
- How long did you have to wait in line at the billing counter?
- Was the checkout process smooth and efficient?
- Were the billing staff courteous and professional?
- Did you face any issues during billing or payment?
- Were multiple billing counters open and functional?
- How would you rate your overall checkout experience?
Product pricing and value questions
- Did you feel the prices were fair for the quality offered?
- Were there enough discounts or promotional offers available?
- How would you rate the overall value for money?
- Was the price clearly displayed on all items?
- Were you informed of any ongoing deals or loyalty points?
- Did any product feel overpriced to you?
Product quality questions
- How satisfied are you with the quality of the product/s you purchased?
- Did the product meet your expectations after purchase?
- How would you compare the quality of our products to similar stores?
- Did the product look and feel durable and well-made?
- Was the packaging of the product neat and secure?
- Have you experienced any issues with our products in the past?
Product returns and refund questions
- Have you ever returned a product at our store?
- Was the return/refund process smooth and hassle-free?
- Did the staff explain the return policy clearly?
- How would you rate the speed of your refund or exchange process?
- Did you face any challenges while trying to return a product?
- Was the return policy clearly displayed or communicated to you?
Standard CX metric questions
NPS question:
On a scale of 1 to 10, how likely are you to recommend our store to others?
Follow-up question: Please let us know the reason behind your score.
CSAT question:
How satisfied are you with your experience at our store?
Follow-up question: Could you share what went well or what could have been better during your visit?
CES question:
How easy was it to navigate the store?
Follow-up question: Was there anything that made the experience smoother—or more difficult? Let us know.
What are the benefits of retail surveys
Retail surveys offer a direct line to read your customers’ minds. When used the right way, they can help you improve experiences, fix issues, and build long-term customer relationships. Here are the primary benefits of retail survey questions:
1. Gather real-time customer feedback
With retail surveys, you can collect instant feedback while the customer’s experience is still fresh. This helps you spot issues early—whether it’s a stock shortage, billing delay, or unfriendly staff interaction—and act quickly to resolve them.
2. Understand what’s working and what’s not
You get to see which areas are keeping customers happy and which ones need a bit of work. Maybe they love the ambiance but find checkout too slow. These insights help you fine-tune the right aspects without guessing.
3. Improve products, services, and the overall retail experience
When you hear directly from customers, it is relatively easy to optimize your offerings, such as expanding product ranges, upgrading store layout, or improving staff training. By gathering feedback constantly, it leads to continuous improvement.
4. Close the feedback loop effectively
Retail surveys give you the opportunity to reach out to dissatisfied customers, acknowledge their concerns, and offer a resolution. It shows that you’re listening and that you care—both of which go a long way in building trust.
5. Boost customer satisfaction and loyalty
When customers see their feedback leads to visible changes, they feel valued. That sense of being heard often translates to higher satisfaction and increased loyalty. That is because happy customers are far more likely to return.
6. Spot trends and patterns over time
Tracking survey data regularly can help you identify recurring issues or rising trends, such as growing demand for eco-friendly products or frequent complaints about long queues. This gives you a clearer picture of where your business is heading.
Wrapping up
There, you have 60+ retail survey questions at your fingertips, each designed to help you better understand your customers. Use these questions to improve your retail feedback system, collect actionable insights, and deliver consistently better shopping experiences.
Whether you run a local store or a nationwide chain, feedback is your best ally in growth. Don’t wait for complaints—be proactive, ask, listen, and improve.
With a good retail feedback software in place, you can track trends, measure satisfaction, and strengthen customer loyalty over time. piHappiness is an end-to-end retail survey tool. If you are interested in exploring further, schedule a demo here.
