Sample survey "Online Shops"

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Service on offer
 
The services provided matched the description.
 
Product quality fulfills all expectations.
 
Prices are reasonable.
 
An ample range of options is provided.
 
Availability is guaranteed during the purchase.
 
Customer requests are accommodated.
 
Interesting additional services are offered.
 
I am on the whole happy with the service.
 
I would use the services of name / company again.
 
Payment
 
Preferred payment methods are available.
 
The payment process is simple and transparent.
 
Attractive savings options are available (rebates or sales).
 
Customers are not pushed into purchasing unnecessary extras.
 
The invoice is correct and clear.
 
The terms and conditions are clear.
 
Personal data is kept secure.
 
Delivery
 
Preferred types of delivery are offered.
 
Delivery times are reasonable.
 
Delivery costs are reasonable.
 
The goods were delivered in flawless condition.
 
Delivered goods were packaged and protected.
 
Information regarding current delivery status is available.
 
Information
 
Product explanations are available.
 
The product is presented transparently online.
 
All conditions are presented transparently (costs, handling,...)
 
Sufficient additional information is available.
 
Reviews and recommendations made by other customers were helpful.
 
Personal assistance is available (per email, telephone,...)
 
Website
 
The website, navigation and search function are clear.
 
Important information is easy to find and understand.
 
The website design is professional.
 
Embedded social media elements (e.g. videos) are helpful.
 
Important functions are also available on smartphones.
 
Website loading times are acceptable.
 
Customer service
 
name / company ...
... is reachable during normal business hours.
 
... responds to questions in reasonable time.
 
... offers qualified answers and solutions.
 
... is flexible to possible changes.
 
... offers straightforward transaction handling and options for cancelation or refunds.
 
... communicates friendly and attentively.
 
... monitors customer satisfaction.
 
... offers support after purchase.
 
What do you think of the price to performance ratio?
 
Would you recommend name / company?
Your personal experience
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