By Industry
Retail Customer Feedback
A shop can lose a sale at any step: finding the product, getting help, queuing at the till or dealing with a return. This template walks through the in-store journey in that order, so you learn where shoppers hesitate and what makes them walk out or come back.
15 questions
When to use this template
- A day or two after an in-store purchase, for customers who agreed to be contacted at the till or through a loyalty programme.
- After a store refit, a new range or a seasonal sale, to see how shoppers experienced the change.
- When footfall is steady but sales are not, to understand what happens between the door and the till.
Questions to ask
Before the visit
- 01What brought you to our store this time?
- 02Did you check anything online before coming, and was it accurate?
- 03Was the store easy to reach and to find your way around?
Finding what you need
- 04Did you find what you were looking for?
- 05How easy was it to compare products and find the information you needed?
- 06Was there something you wanted that we did not have?
Staff and help
- 07Did you get help when you needed it, and was it the right amount?
- 08How well did the advice you received match what you were looking for?
- 09Did anyone make you feel rushed or ignored?
Checkout and returns
- 10How long did you wait to pay, and how did you feel about it?
- 11Were the payment options what you expected?
- 12If you have returned or exchanged something with us, how did that go?
Overall and coming back
- 13What is the one thing we should change first in the store?
- 14How does shopping with us compare with your other options?
- 15How likely are you to shop with us again, and why?
Tips for a useful conversation
- Ask about a specific visit, not about the shop in general, so the answers are concrete.
- Let the customer describe where they struggled before you suggest anything.
- Pay attention to what people could not find: it often points to layout or stock rather than to staff.
- Share the results with store teams by theme, with real quotes, so they can act on them.
Mistakes to avoid
- Asking only about the staff, when the layout or the queue may be the real issue.
- Treating a polite answer as a satisfied customer without asking for an example.
- Collecting feedback that never reaches the store manager.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.