Here are some of the best questions for an ecommerce shopper survey about shipping cost satisfaction, plus tips on creating them. You can instantly build a custom survey like this with Specific’s AI survey generator in seconds.
Best open-ended questions for ecommerce shopper survey about shipping cost satisfaction
We love open-ended questions because they let shoppers speak in their own words—there’s no better way to surface fresh insights and unexpected issues. Use these when you want honest stories, in-depth pain points, or ideas you can’t predict.
Given that 48% of online shoppers abandon their carts due to extra shipping costs [1], it’s crucial to dig into what really matters to buyers. Here are our handpicked open-ended questions for ecommerce shopper surveys about shipping cost satisfaction:
What did you think about the shipping costs for your recent purchase?
How do shipping costs affect your decision to buy from our store?
Can you describe a time when shipping cost influenced whether you completed or abandoned your cart?
How would you improve the current shipping options we offer?
What’s your biggest frustration with shipping costs when shopping online?
What shipping policy would encourage you to buy more often from us?
How do our shipping rates compare to other stores you shop at?
Have you ever added items to your cart to qualify for free shipping? If so, tell us about that experience.
If you could change one thing about how we charge for shipping, what would it be?
When do you feel shipping costs are justified, and when do they feel unfair?
Open-ended questions work best when you want real context, stories, and emotions behind the numbers—and that’s where AI-powered follow-ups shine to clarify and deepen responses.
Best single-select multiple-choice questions for ecommerce shopper survey about shipping cost satisfaction
Single-select questions are ideal when you need quick, quantifiable data or want to guide shoppers into a conversation. They work best when there’s a clear set of possible choices, or when you want to gently warm up someone who might hesitate to spill it all at first. Sometimes, it’s easier to pick a box—then move into richer insights through follow-ups.
Question: Which shipping option do you choose most often when shopping with us?
Standard shipping (lowest cost)
Expedited shipping (higher cost, faster delivery)
Free shipping (when available)
Other
Question: How satisfied are you with the cost of shipping for your recent purchase?
Very satisfied
Somewhat satisfied
Neutral
Somewhat dissatisfied
Very dissatisfied
Question: Has the shipping cost ever stopped you from completing an order with us?
Yes
No
I don’t remember
When to follow up with “why?” Always follow up when you want to dig deeper into a choice and add context—especially when someone selects a negative or positive extreme. For example, if a shopper says “Very dissatisfied,” a follow-up like “Can you share what made the shipping cost feel unfair?” can open up powerful feedback that pure statistics won’t catch.
When and why to add the "Other" choice? Add “Other” when you’re not 100% sure you’ve captured every possibility. A follow-up asking “What other shipping option do you prefer?” can uncover new trends or needs you hadn’t anticipated. This approach often reveals market gaps or innovative ideas straight from shoppers themselves.
Should you use an NPS survey for ecommerce shopper shipping cost satisfaction?
An NPS (Net Promoter Score) question asks, “How likely are you to recommend our store/lp based on your recent shipping experience?” The beauty of NPS is its simplicity and research-backed power to predict loyalty. It's perfect for e-commerce surveys because it measures not only satisfaction, but also advocacy potential around a key pain point. With 82% of shoppers preferring free shipping over expedited options [2], a poor shipping experience can directly impact whether someone becomes a promoter or detractor. You can instantly create an NPS survey about shipping cost satisfaction for ecommerce with Specific’s AI survey builder.
The power of follow-up questions
Follow-up questions are where the “AI survey” experience truly shines. Instead of leaving you with half-baked answers, smart AI asks clarifying questions on the spot, just like a sharp interviewer. With automatic follow-ups, you capture rich, actionable insights—without ever having to chase respondents down for more detail over email.
Ecommerce shopper: “Shipping costs are too high.”
AI follow-up: “What would you consider a reasonable shipping cost for your orders?”
That quick second question turns a vague complaint into a specific, usable insight.
How many follow-ups to ask? Typically, 2-3 follow-ups are all you need—any more becomes overwhelming, any less may leave you with surface responses. With Specific, you can configure follow-up depth, AND smartly skip ahead once you’ve collected what you need. That means every survey stays fast and respectful.
This makes it a conversational survey—you’re not just collecting answers, you’re having a back-and-forth that feels like a real conversation.
AI survey analysis is simple and fast. Even if you’ve gathered a mountain of open-ended feedback, you can use AI tools to summarize, extract key themes, and chat directly with your data. The days of manually tagging and categorizing responses are long gone—AI handles the heavy lifting.
Automated follow-up questions are a new best practice in research. Try generating your own conversational survey and experience the difference first-hand.
How to prompt ChatGPT (or other GPTs) for ecommerce shopper shipping cost satisfaction survey questions
Starting with AI to draft your questions? Begin simple. Here’s a first prompt:
Suggest 10 open-ended questions for ecommerce shopper survey about shipping cost satisfaction.
But AI always works better with more context—about you, your goals, your audience. Here’s that same idea, with rich context:
I am a product manager for an ecommerce fashion brand. I want to deeply understand how our shoppers feel about shipping costs and what improvements they want. Suggest 10 open-ended questions that will uncover their expectations, frustrations, and ideas for making shipping more customer-friendly.
Once you have questions, organize them by asking:
Look at the questions and categorize them. Output categories with the questions under them.
Identify the themes that matter most—and then go deeper:
Generate 10 questions for categories “Shipping Policy Expectations,” “Comparing Us to Competitors,” and “How Shipping Affects Purchase Decisions.”
With each iteration, your AI-generated survey becomes sharper, more actionable, and more tailored to your business context.
What is a conversational survey?
A conversational survey transforms the static, boring form into something that feels like texting with a helpful expert. Each answer shapes the next question. You don’t need to script all the logic up front. The survey feels light, natural, and—most importantly—engages people to share more details and context.
Why does this matter for ecommerce shoppers? Because the details behind each purchase, cart abandonment, or frustration tell the real story—not just the metrics. Traditional surveys often miss this nuance, while AI conversational surveys capture it instantly and analyze it without fuss.
Manual Surveys | AI-Generated Surveys with Specific |
|---|---|
Static questions, fixed flow | Dynamically adjusts with smart follow-ups |
Hard to scale or customize for different needs | Instantly customized, even for complex topics |
Manual tagging and analysis required | AI-powered, auto-generated insights |
Linear—feels like a task | Conversational—feels like a chat |
Why use AI for ecommerce shopper surveys? Shipping cost satisfaction is shaped by lots of small, emotional moments—AI-generated surveys don’t just collect “what,” they uncover “why.” With Specific’s survey maker, you get best-in-class UX. Respondents stay engaged, your data quality skyrockets, and you can create your own survey with just a single prompt, chat-style. This is the future of feedback collection, no spreadsheets or coding required.
See this shipping cost satisfaction survey example now
Don’t just imagine—a conversational, insight-rich survey for ecommerce shipping costs is one click away. See real, actionable shopper feedback, powered by smart AI, and discover what true customer-centric research feels like.