I doubt you are going to get reasonable responses to some of those questions. The shipping/handling question is probably worthwhile. Those that really like what they received are most likely to respond. Those that bought a large print without ever it might be disappointed because the web images are so tiny. That is a major reason why most of us don't sell many images like that but rather after someone has already seen a print that we had exhibited. But if someone did spend a few hundred bucks buying a large print they never saw, I'd bet most would be too embarassed to complain. Instead they would swear to themselves never to buy another print like that from any artists that are not well known. I'm guessing this actually happens quite a bit because a lot of larger prints I see at art and craft shows and even in some galleries made from smaller formats really don't have near the sharp resolution I expect in larger prints. Of course many photographers have web galleries with images that neither identify the equipment used or image capture methods for specific images. ...David
The fact that the artist is known doesn't prevent him from printing big (sometimes very big) from 35mm. You and I have some expectations, but the mistake is to think that the buying public have the same. For many, that's the emotional response to the image that matters the most. For instance, in the lobby of Calypso there used to be images by Franz Lanting printed at the maximum LJ size (48x72). My wife (although obviously married to a LF photographer :-)) didn't find them objectionable.
I would be a bit afraid to offer a guaranteed return policy like that because one might end up eating some pricy prints that might not be later sellable simply because a customer wanted to see what it looked like. Apparently you haven't had that problem thus far so your policy is serving you well. Of course there are a number of reasons why ordinary folk are less likely to be critical than photographers but printing large begins to enter the realm of more sophisticated art buyers. Some of the 20x30 inch prints I've seen the last few years hanging at art fairs are pretty lame.
So your wife liked Lanting's pic of that chameleon haha! I have to admit some of those billboard sized prints of his from the small format would do well if hung in appropriate locations.
best of luck
I personally don't like the idea of the formalised survey, mainly because you have not defined why you are asking the questions. What are you hoping to achieve by surveying buyers? Rather than helping to cement your relationship, it serves to dissuade your customers from buying again ("Am I going to get an onerous questionnaire each time I buy a print from Mr Luong?")
I think you would be better served by personally contacting the buyers (by phone) after a week or so and speaking with them. You might ask the very same questions, but you will also be able to let the conversation drift into areas of research you had not expected. A follow-up phone call is also a great way of introducing customer loyalty because the print owner feels they "know the artist" after the call. That converts the survey into a marketing tool.
The return policy is an excellent idea, and I think I'll adopt it myself for online sales. People are always afraid of purchasing online because they have not seen the print in person until it arrives: your solution removes that obstacle to making the purchase.
If I were more creative, I'd write something witty here .....