Stay on top of customer needs during and post COVID-19 with online and in-store experience surveys

While some customers are cautiously returning to storefronts, many consumers have turned to digital for their online shopping needs. Monitor both your online and in-store experience with customer satisfaction surveys, and act on feedback in real-time to win your customers’ confidence, trust, and lasting loyalty.

How Happy Returns uses Delighted to monitor their new contact-free experience

Our Return Bar network just reopened, and we’ve been using Delighted to track how shoppers are responding to our new contact-free returns process. With that feedback, we can collect and address any customer concerns as they come up, and continue providing a stellar return experience.”

Rachel LaConti, Sr. Manager of Location Partnerships at Happy Returns

happy returns logo

Create online and in-store retail surveys in minutes

From customization to distribution, you’ll be able to do it all yourself within the Delighted platform. Gain the insights you need with an initial rating question and open-ended follow-up, proven to garner high response rates.

in-store experience survey hero

Start with a rating question

Measure the quality of your overall store experience. Choose from various rating scales, including smiley faces, stars, and the classic numbered scale.

retail in-store experience survey

Get context for improvement

Customers share the “why” behind their rating in a free-response question. This is where you can surface unbiased, actionable feedback.

in-store experience follow-up

Safe, touchless delivery

Print link or QR code surveys on receipts and signage for anonymous, touchless survey delivery. You can also use a web or email survey for ecommerce feedback.

in-store experience survey qr code

Code-free customization

Create a branded survey with our simple web setup experience, no technical skills required. Just upload your logo and brand colors to match your brand style guide.

in-store experience survey customization

Contextualize follow up

Customize a thank you message to the initial rating. Let unhappy customers know they’ve been heard, and ask happy customers to spread the word.

in-store experience survey follow-up

Add Additional Questions

A premium paid feature. Ask follow-up questions to uncover crucial insight on survey responses. Layer up to 10 custom questions within a single survey flow.

in-store experience survey additional questions

See retail customer feedback in your real-time dashboard

Customer feedback that is trapped in a spreadsheet doesn’t help you or your customers. Prioritize and share your customers’ feedback on safety, ease of pickup, and delivery experience with each physical and online store location.

  • See all of your feedback in your customers’ own words – in real-time.
  • Prioritize top concerns for each store location.
  • Search for specific keywords and see scores and feedback for just those segments.
  • Create Trends from saved searches for quick reporting.
  • Automatically segment and share feedback by store location for immediate action.
retail in-store experience feedback dashboard

Works with the tools you already use

No IT required. Delighted integrates seamlessly with 750+ tools. Automatically trigger CSAT surveys and review feedback results in the tools familiar to your team. Information flows seamlessly to never miss an opportunity to collect customer feedback and proactively respond.

Operating safely and managing increasing online shopping demands during COVID-19 requires action planning, education, and seamless communication

89% of consumers worry about returning to stores

According to a recent study, 89% of consumers worry about returning to stores1 and 87% of shoppers prefer self-serve or touchless checkout.2

It’s no surprise that customers are also navigating to online stores for their shopping needs. Forbes recently called out a study that showed 36% of consumers are shopping retail online compared to the 29% reported in April 2020.3

Collect real-time customer feedback on the pickup and online shopping experience to surface pain points as they happen, and learn if your updated processes make for an effortless customer experience.

Additional COVID-19 Experience Management Resources

You don’t have to take our word for it

Delighted helps some of the world’s most coveted brands gather actionable customer feedback and make customer satisfaction a competitive advantage.


“Everyone at Bonobos needs a direct line to customers for feedback. I know that due to Delighted, we avoided disaster.”

“Every time we open up Delighted we find a new way to improve, which at the end of the day is why we are doing this.”

“You need users’ thoughtful, raw feedback to correct and improve experiences for all customers in the future.”

Collect and act on feedback to create a memorable online and in-store experience for your customers

Built by people who care deeply about customer experience

Created and run by a team who believes that great experiences are first and foremost.

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