E-COMMERCE ORDER FULFILLMENT & DELIVERY EXPERIENCE SURVEY CHECKLIST 2026

Created by ChecklistGuro (https://checklistguro.com)


--- ORDER PROCESSING & ACCURACY ---
[ ] Order Accuracy Rating (All items correct, Missing items, Incorrect items received, Damaged items inside package)
[ ] Time from Order Placement to Shipment (Hours)
[ ] Order Discrepancies Noted (Wrong size/color, Quantity mismatch, Missing promotional item, Item does not match description)
[ ] Details of Order Discrepancies
[ ] Photo of Incorrect/Missing Items

--- PACKAGING QUALITY & INTEGRITY ---
[ ] Packaging Condition Upon Arrival (Excellent (No visible damage), Good (Minor cosmetic wear), Fair (Package dented or crushed), Poor (Package torn or compromised))
[ ] Observed Packaging Issues (Insufficient padding/bubble wrap, Box/Envelope was too large for item, Tampered or broken seals, Inadequate waterproof protection, None/No issues observed)
[ ] Detailed Feedback on Packaging Integrity
[ ] Upload Photo of Damaged Packaging
[ ] Packaging Sustainability Score (1-10)

--- SHIPPING & DELIVERY PERFORMANCE ---
[ ] Date of Delivery Received
[ ] Delivery Speed Rating (Much faster than expected, On time, Slightly delayed, Significantly delayed)
[ ] Days elapsed between order placement and delivery
[ ] Issues encountered during delivery (Package damaged, Incorrect tracking information, Delivered to wrong address, Missing items, None)
[ ] Detailed feedback on delivery experience
[ ] Delivery Drop-off Location

--- DELIVERY DRIVER & HANDOVER EXPERIENCE ---
[ ] Delivery Driver Professionalism (Very Professional, Professional, Neutral, Unprofessional)
[ ] Delivery Time in Minutes (Deviation from Scheduled Window)
[ ] Handover Issues Encountered (Package left in unsecure location, Driver did not follow delivery instructions, No contact made at arrival, None)
[ ] Delivery Drop-off Point
[ ] Additional Comments on Delivery Experience
[ ] Photo of Package at Delivery Site

--- POST-PURCHASE COMMUNICATION ---
[ ] Order Confirmation Receipt Received (Yes, immediately, Yes, but with a delay, No, I did not receive one)
[ ] Communication Channels Used (Email, SMS/Text Message, Mobile App Push Notification, WhatsApp/Messenger)
[ ] Rating of Tracking Information Clarity
[ ] Feedback on Communication Delays
[ ] Date of Last Order Communication Received

--- RETURNS & EXCHANGE PROCESS ---
[ ] Reason for Return (Damaged during transit, Wrong item received, Defective product, Item not as described, Changed mind)
[ ] Date Return Process Initiated
[ ] Issues Encountered with Return Label (Label was unreadable, Label was missing from package, Instructions were unclear)
[ ] Upload Photo of Damaged Item
[ ] Additional Feedback on Return Experience
[ ] Days Elapsed from Return Request to Refund

--- OVERALL CUSTOMER SATISFACTION & BRAND LOYALTY ---
[ ] Net Promoter Score (NPS)
[ ] Overall Satisfaction Rating (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied)
[ ] Reasons for Loyalty (Fast Delivery, Product Quality, Easy Returns, Excellent Packaging, Competitive Pricing)
[ ] Detailed Feedback
[ ] Survey Auditor Verification

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