E-commerce
Return Experience Survey Template
Understand how easy and fair your returns process feels.
4 questions ~2 min to complete CES
What this survey is for
Make returns painless to protect lifetime value.
Example questions
- 1
How easy was it to return your item?
CES
- 2
Why did you return the item?
Single choice
- 3
How satisfied are you with the returns process?
CSAT
- 4
How could we improve returns?
Open text
- Send the return experience survey at the moment it's most relevant to the respondent.
- Keep it short — every extra question lowers completion.
- Always include at least one open-text question so AI can surface themes.
- Segment responses by audience and touchpoint to find what to fix first.
- Close the loop with respondents when you act on their feedback.
Recommended for these industries
Return effortReason for returnRepurchase intent
Frequently asked questions
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