Best questions for ecommerce shopper survey about loyalty program satisfaction

Here are some of the best questions for an ecommerce shopper survey about loyalty program satisfaction—and tips to craft your own. With Specific, you can build a tailored survey in seconds that digs deep and feels conversational.

Best open-ended questions for ecommerce shopper survey about loyalty program satisfaction

Open-ended questions are your secret weapon for discovering real opinions and unexpected feedback. They turn your survey from a checklist into a discovery session—perfect for exploring what truly matters to your shoppers and surfacing issues or delights you might not have considered.

1. What is your favorite aspect of our loyalty program, and why?

2. Describe a recent experience where our loyalty program influenced your purchase decision.

3. How easy or difficult is it to understand how to earn and redeem rewards?

4. What would make our loyalty program more rewarding or enjoyable for you?

5. Can you share a time when you felt let down or disappointed by any part of our rewards program?

6. If you could add one feature or benefit to our loyalty program, what would it be?

7. What challenges, if any, have you faced in using your loyalty points?

8. How do you compare our loyalty program to others you participate in?

9. What keeps you coming back—or what might cause you to stop using our loyalty program?

10. Is there anything you wish you could tell us about your experience that we haven’t asked?

Our experience—and the data—tell us open-ended questions can capture context that structured surveys simply miss. For example, 45% of consumers are dissatisfied with loyalty programs that take too long to deliver rewards, so giving shoppers room to describe friction helps you spot where your program might lag competitors or expectations [1].

Best single-select multiple-choice questions for ecommerce shopper survey about loyalty program satisfaction

Single-select multiple-choice questions are perfect when you want fast, clear metrics for comparison or to kickstart feedback. They're ideal for quantifying key sentiments (“Are we on track?”) and making sure you don’t overwhelm shoppers with too much typing up front.

Question: How satisfied are you with the benefits offered by our loyalty program?

• Very satisfied

• Somewhat satisfied

• Neutral

• Somewhat dissatisfied

• Very dissatisfied

Question: Which reward type do you value most?

• Cashback or discount

• Free shipping

• Exclusive offers or products

• Earn and redeem points

• Other

Question: How often do you redeem rewards from our loyalty program?

• Every purchase

• Once a month or more

• Every few months

• Rarely

• Never

When to followup with "why?" A smart follow-up on multiple-choice answers turns your survey into a real dialogue. For example, if someone selects “Very dissatisfied,” always ask why. This uncovers the root cause, such as “Rewards expire too soon” or “Not enough relevant offers”—each a specific actionable insight.

When and why to add the "Other" choice? Include “Other” when pre-set answers may not cover every possibility. Use follow-up questions to capture what you didn’t think of—often, these unexpected insights give you your next big idea or patch a blind spot in your program.

NPS question for ecommerce shopper loyalty program surveys

NPS (Net Promoter Score) asks, “How likely are you to recommend our loyalty program to a friend or colleague?”—usually on a scale from 0 to 10. Why does NPS matter here? It’s a globally trusted measure of love (or pain) that instantly benchmarks your loyalty program’s performance and signals risk or advocacy. Pairing NPS with an open followup lets you pinpoint what’s driving those ratings—so you know what to double down on, and where to fix churn-causing friction.

If you want to include an NPS-style question, it's easy to get started with an NPS survey tailored for ecommerce loyalty feedback.

The power of follow-up questions

If you want rich, actionable insights—follow-up questions are downright essential. They turn single-word answers into useful stories. With Specific’s automated followup questions, the AI responds in real time, just like an expert interviewer, pulling out what’s missing, clarifying confusion, and surfacing context—without back-and-forth over email or forms.

• Ecommerce Shopper: “I use the loyalty rewards occasionally.”

• AI follow-up: “What typically motivates you to use your loyalty rewards, and are there reasons you sometimes skip redeeming them?”

How many followups to ask? Generally, 2–3 followups per question uncover detailed, meaningful answers without exhausting your shoppers. With Specific, you can set a limit and the AI will shift to the next question once you’ve “got what you need”—no wasted time, no drop-offs.

This makes it a conversational survey: By following up naturally, every survey feels more like a dialogue. This increases comfort, recall, and honesty—and helps boost completion rates. That’s the core of a conversational survey experience.

AI survey analysis, large text, GPT-powered insights: Don’t worry about mountains of unstructured feedback. AI can now summarize and distill what matters from text, extracting key patterns, quotes, and actionable takeaways—at scale and in minutes, not days.

Follow-up logic is still a new frontier for many. I always recommend generating a survey with followups and seeing how deep the conversation can go compared to anything you’d get from a static form.

How to compose a great prompt for AI survey question generation

Let’s say you want to brainstorm questions from scratch with GPT-based tools. Start simple, but give context—the more the AI knows, the better your survey will be. Here’s a baseline prompt you might use:

Suggest 10 open-ended questions for ecommerce shopper survey about loyalty program satisfaction.

If you add more detail about your brand, your goals, and what you already know, you get higher-quality and more relevant questions. For example:

I work for a mid-sized ecommerce brand with a points-based loyalty program. Our customers are mostly women aged 25-40 in the US. We want to understand what motivates our loyalty program members, and identify pain points that are lowering satisfaction or slowing redemptions. Suggest 10 open-ended survey questions we should ask our shoppers.

Once you have your list, keep things organized:

Look at the questions and categorize them. Output the categories, with questions under each.

This structure lets you see which areas are most covered, spot any gaps, and decide where to drill deeper. Select the categories you want to explore, and then ask:

Generate 10 questions for categories "Reward value" and "Redemption experience".

This method is what we use to guide our AI survey generator behind the scenes—it works, and it’ll save you hours.

What is a conversational survey and why use AI?

A conversational survey feels like a chat, not a cold form. Instead of presenting a wall of questions, the AI smoothly adapts based on each response—probing, clarifying, and making the respondent feel heard. This leads to better quality feedback, more honesty, and higher completion rates because it feels less like a chore to fill.

Compare the two approaches:

Why use AI for ecommerce shopper surveys? The reality is your customers crave relevance and ease. AI-generated surveys let you tap into those needs—quickly adjusting to user choices and feedback, asking smarter followups, and making respondents feel valued. Plus, 79% of US customers report they are more likely to continue with brands that offer a loyalty program [3], so making every interaction count helps you maintain an edge.

This is why Specific leans into a best-in-class conversational experience. If you’re ready to get started (or want to dive deeper into setup options), we have a dedicated guide on how to create a loyalty program satisfaction survey that makes the process easy and insightful from the start.

See this loyalty program satisfaction survey example now

Ready to design a loyalty survey that actually feels like a conversation and delivers actionable insights? Try building your own AI-powered survey—get richer feedback, automated analysis, and a more enjoyable experience for your shoppers—all in minutes with Specific.