When to send it
Send this once the parcel has been delivered, ideally the same day or the next. Delivery is judged almost entirely from memory, and that memory fades fast. If your shipping platform sends a "delivered" notification, put the link there. Otherwise add it to the order email with a line asking customers to open it after the parcel turns up. Shopify stores can pass the order number in the link as ?ref=, which lets you look up the courier and route behind any complaint.
Why these questions
The first question asks when the order arrived compared with the date you gave. It is deliberately about your promise, not about speed in general: someone told five days who gets it in five is usually content, while someone told two who waits three is not. If the parcel still hasn't come, the survey stops there and shows a screen explaining how to reach you, because asking about tracking and packaging would be pointless.
Everyone else rates the delivery on a five-point satisfaction scale, then answers a customer effort question about whether it was easy to know where the order was. Effort questions use a seven-point agree to disagree scale, and they are good at catching the quiet frustration of vague tracking pages and missing updates. The fourth question checks what state the parcel was in on arrival.
An open question about what to change appears only when something went wrong: a late arrival, a satisfaction score of three or lower, or a parcel that wasn't in perfect shape. Customers with nothing to report are done in under a minute.
The coupon
A shared 5% code for the next order suits a survey this short. It is a modest thank-you, shown at the end to every customer, including anyone still waiting for their parcel.
What to do with the answers
Sort the late and damaged answers by courier, region and week. A pattern in one postcode or one courier is something you can raise with them, with evidence in hand. Low effort scores usually point to your own updates rather than the courier, so check that your tracking link works on a phone and that customers hear from you on dispatch. If parcels keep arriving dented but intact, compare notes with the packaging and unboxing survey. For orders that went properly wrong, the damaged or wrong item report gives customers a direct way to tell you.