Best questions for ecommerce shopper survey about mobile shopping experience

Here are some of the best questions for an ecommerce shopper survey about mobile shopping experience, along with tips for creating them. If you want to generate your own conversational survey in seconds, Specific can help you get results fast.

Best open-ended questions for ecommerce shopper surveys

Open-ended questions unlock deeper insights by letting users explain—in their own words—what works, what doesn’t, and what they’d actually want from a mobile shopping experience. They’re perfect if you genuinely want to listen and discover unexpected themes. Use them to go beyond basic ratings and see what real shoppers feel or struggle with, especially since more than 63% of ecommerce site traffic now comes from mobile phones. [1]

1. What’s your biggest frustration when shopping on our mobile site or app?

2. Can you describe a recent experience you had browsing or buying on your phone?

3. Is there something you wish our mobile checkout did differently?

4. What would make you more likely to finish a purchase on your phone?

5. Have you abandoned your cart on mobile before—if so, what happened?

6. What did you enjoy most about your last mobile shopping session with us?

7. How does your experience with our mobile site compare to other retailers?

8. Are there features you’ve seen elsewhere that you wish we had?

9. How do you usually discover our products on mobile (search, social, recommendations)? Why?

10. If you could change one thing about our mobile experience, what would it be?

Best single-select multiple-choice questions for ecommerce shopper surveys

Single-select multiple-choice questions make it straightforward to quantify results, spot patterns, or incite conversation. They’re ideal when you want clear data without overloading busy shoppers—a necessity, given that mobile conversion rates lag behind desktop (2.0% versus 3.0%). [2] Sometimes, picking from simple options helps respondents get started, and you can drill down later using follow-ups.

Question: How do you typically shop on our mobile platform?

• Mobile website

• Mobile app

• Both equally

• Neither

Question: What usually prevents you from completing a purchase on mobile?

• Site/app is slow

• Checkout is confusing or too long

• Payment options don’t work for me

• Worry about security

• No issue, I always complete my purchase

• Other

Question: How would you rate the ease of finding products on our mobile platform?

• Very easy

• Somewhat easy

• Neutral

• Somewhat difficult

• Very difficult

When to follow up with "why?" Don’t settle for a basic choice—use a follow-up to ask “why” after a multiple-choice answer, especially if you notice a pain point or an unexpected response. For example, if a shopper selects “Checkout is confusing or too long,” a follow-up like “Could you share exactly what’s confusing or where the process felt too long?” will surface actionable details you’d never get with a simple checkbox.

When and why to add the "Other" choice? Always include "Other" when you know your list of answers can’t possibly cover every scenario. Many ecommerce shoppers have unique needs or ways of shopping that don’t fit standard options. When someone picks “Other,” your follow-up helps uncover unexpected friction or clever hacks that spark product improvements you never would have considered.

Should you use an NPS question in ecommerce shopper surveys?

Absolutely. NPS (Net Promoter Score) questions give you a quick read on loyalty and word-of-mouth sentiment, which are critical to ecommerce business health. In fact, with over 70% of Amazon customers shopping on mobile devices [3], understanding what drives shoppers to promote (or warn others against) your brand is make-or-break. NPS also allows you to compare mobile versus desktop loyalty, and with the right follow-up, uncovers why detractors hesitate or promoters rave.

You can build an NPS survey for ecommerce shoppers about mobile shopping experience with one click using Specific’s survey generator.

The power of follow-up questions

If you want to find out what shoppers really think and feel, follow-up questions are where the magic happens. Instead of static follow-ups, automated AI-driven follow-ups from Specific act like an expert interviewer—adapting to responses on the fly, probing when something’s unclear, and never missing a new thread. This saves hours for researchers and works way better than chasing people via email for clarification.

• Ecommerce shopper: “I left my cart because the site was slow.”

• AI follow-up: “Can you describe when the slowdown happened or what part of checkout was most frustrating?”

No follow-up? You’d only know “site was slow”—leaving you uncertain about device issues versus backend checkout glitches.

How many followups to ask? We’ve found that 2-3 follow-ups usually gather enough detail—after that, set your survey to skip ahead once you’re confident you have context. Specific’s survey editor hands you this control directly in the settings, so you keep the conversation natural, not annoying.

This makes it a conversational survey: Each follow-up picks up the thread naturally, making your survey feel like a real conversation—not a cold, faceless form.

AI survey analysis, summarizing open text: Even with tons of open-ended responses, AI-powered analysis makes it easy to extract actionable insights. You can search, filter, or chat about survey data just like you would with a colleague.

Automated follow-up questions are still a new concept, but the rich, unbiased context you get is eye-opening. Try generating a survey and see these improvements for yourself.

Best prompts for ChatGPT survey question generation

Want to brainstorm questions with AI? Here’s what to try:

Start with a simple prompt to generate a big list:

Suggest 10 open-ended questions for ecommerce shopper survey about mobile shopping experience.

To improve the quality, always provide context. Tell AI about your company, your shoppers, your goals (e.g., “I run an online shoe store targeting Gen Z, and I need to understand what makes them abandon carts on mobile.”):

My online store focuses on sustainable fashion for millennials. Suggest 10 insightful questions to uncover pain points in my mobile checkout process.

Next, ask AI to cluster or categorize the questions so you spot missing angles:

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

Now, use these categories to double down on areas you care about. Prompt it again:

Generate 10 questions for categories “friction in mobile checkout” and “mobile product search.”

What is a conversational survey?

A conversational survey is a modern way to collect feedback. Instead of dumping dozens of rigid questions, you create a back-and-forth dialogue—an AI-fueled chat that adapts and digs for more detail with every answer. This approach stands out, especially when dealing with complex experiences like mobile shopping, where people’s needs and pain points aren’t always obvious.

Here’s a quick comparison:

Why use AI for ecommerce shopper surveys? Because mobile commerce is dynamic: over 85% of mobile carts are abandoned [4], and the “why” is rarely obvious from numbers alone. Conversational, AI-driven surveys give you context as shoppers experience it—unlocking new opportunities for conversions and delight.

You can see a quick guide on how to create an ecommerce shopper survey for mobile shopping experience for practical steps and best practices. Specific’s platform delivers market-leading conversational survey UX, making feedback smooth and genuinely engaging—for you and your shoppers.

See this mobile shopping experience survey example now

Ready to design a conversational ecommerce shopper survey that gets real feedback on mobile shopping experience? See how automated AI follow-ups, deep insights, and a chat-driven flow set your survey apart—no tech headaches and no guesswork.