Returns Experience CES Survey Template
Measure how easy it was to return a product and get a refund. Recommended timing: after the refund is issued.
What this survey is for
Keep customers after a return by making the process effortless.
Example questions
- 1
How easy was it to return your item and get a refund?
CES
- 2
What required the most effort?
Single choice
- 3
Would you buy from us again after this return experience?
Yes / No
- 4
What would have made the return easier?
Open text
- Send the returns experience ces 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.
Frequently asked questions
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