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Shopify Post
What are Post-Purchase Surveys?
They are a bridge to your customers.
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They are an important research tool used by Shopify stores to gather customer insights.
As the name suggests, these questionnaires are administered to customers once they complete their purchase.
They are used to collect quantitative & qualitative data on customer satisfaction, buying decisions, user behavior, product feedback, and more.
By collecting this information shortly after purchase, companies can capture data when the experience is at the top of a customer's mind.
Where are Shopify
Post-Purchase Surveys Conducted?
While a post-purchase survey can be conducted via email or through a pop-up (that’s often dismissed), the most effective spot to create these are the post-purchase pages.
Thank You Page
The thank you page is displayed immediately after a shopper completes their purchase. It’s also known as the order confirmation page.
It usually contains a thank you note, order confirmation, order number, and other order details.
It usually contains a thank you note, order confirmation, order number, and other order details.
Order Status Page
This page serves as the go-to destination for shoppers to check the latest updates on their orders.
It’s a permanent page, typically accessed through a link sent directly to their email address.
It’s a permanent page, typically accessed through a link sent directly to their email address.
Why Do eCommerce Brands Use Them?
Enhance Conversion Rates:
Identify barriers to purchase in their store.
Cost-Effectiveness
Most ecommerce brands don’t have large research budgets like traditional brands. Conducting surveys in-house delivers a high ROI.
Improve Packaging:
Packaging-based surveys to improve primary & secondary packaging.
Gain Marketing Insights:
Understand demographics & gain customer insights
Cultivate Loyalty:
Satisfied customers are more likely to return.
Data-Backed Decisions:
Instead of making marketing decisions in the dark, they have specific data points to base their decisions on.
Improve Products:
Essential insights that guide product development & feature enhancements.
How To Use
Post-Purchase Survey Responses?
Export the results of the post-purchase survey and conduct data analysis
Leveraging Shopify Customer Accounts Extension, you can tag customers basis the findings of the survey to create specific offers and communication plan.
Post-purchase survey apps like Checkout Wiz are pre-integrated with email apps like Klaviyo. Use such integrations to create automated flows that use information from the survey responses. For example, if customers share their birthday, you can send birthday-specific discounts.
Types of Post-Purchase Surveys
Marketing Personalization Survey
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Goal
To collect demographic & related information about customers that help you segment them and personalize your marketing efforts.
Example Questions
- When is your birthday?
- What is your gender?
- Who did you purchase for today?
Customer Satisfaction Surveys
Goal
To measure how likely customers are to recommend your products to their friends and family (also known as net promoter score).
It also helps determine how satisfied customers are with your catalog, variants, store experience etc.
It also helps determine how satisfied customers are with your catalog, variants, store experience etc.
Example Questions
- How likely are you to recommend our store to friends or family?
- How satisfied are you with your overall shopping experience in our store?
- How would you rate the ease of navigating our website?
Source Attribution Surveys
Goal
To identify which marketing channels drive customer purchases and optimize strategies for effective budget allocation.
While there are tools that help you determine last-clicks attribution effectively, such surveys help you understand a customer’s discovery process better.
While there are tools that help you determine last-clicks attribution effectively, such surveys help you understand a customer’s discovery process better.
Example Questions
- How did you first hear about our store?
(e.g., social media, search engine, friend/family referral, online ad, email, blog post, other)
(e.g., social media, search engine, friend/family referral, online ad, email, blog post, other)
- Which platform or channel brought you to our website today?
(e.g., Google, Facebook, Instagram, YouTube, Pinterest, Twitter, email newsletter, other)
(e.g., Google, Facebook, Instagram, YouTube, Pinterest, Twitter, email newsletter, other)
User Experience (UX) Surveys
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Goal
To help with optimizing your website for conversionsWhile this survey is not a replacement for full-fledged user experience research, it helps avoid the need to have a face-to-face interview. It’s effective in determining the most crucial UX flaws.
Example Questions
- How easy was it for you to find what you were looking for on our website?
(e.g., very easy, easy, okay, hard, very hard)
(e.g., very easy, easy, okay, hard, very hard)
- Did you have any trouble placing your order?
(e.g., yes, no) (Optional: If yes, please explain what the problem was.)
(e.g., yes, no) (Optional: If yes, please explain what the problem was.)
- How important is it for you to read customer reviews before making a purchase?
(e.g., very important, important, okay, unimportant, very unimportant)
(e.g., very important, important, okay, unimportant, very unimportant)
Demographic Surveys
Goal
To understand the demographic make-up of your customers to fine-tune marketing campaigns.
Example Questions
- What is your age?
(e.g., under 18, 18-24, 25-34, 35-44, 45-54, 55-64, 65 and older) (e.g., easy, okay, hard, very hard)
(e.g., under 18, 18-24, 25-34, 35-44, 45-54, 55-64, 65 and older) (e.g., easy, okay, hard, very hard)
- What is your current employment status?
(e.g., employed full-time, employed part-time, self-employed, student, unemployed, retired)
(e.g., employed full-time, employed part-time, self-employed, student, unemployed, retired)
- What is your highest level of education?
(e.g., high school, some college, bachelor’s degree, master’s degree, other)
(e.g., high school, some college, bachelor’s degree, master’s degree, other)
- What is your gender?
(e.g., male, female, non-binary, prefer not to say)
(e.g., male, female, non-binary, prefer not to say)
- Where do you live?
What Metrics Do They Impact?
Customer Satisfaction (CSAT)
Measures how satisfied customers are with their purchase and overall shopping experience.
Net Promotor Score (NPS)
Assesses the likelihood of customers recommending your store to others.
Customer Retention Rate
The percentage of customers who return to make additional purchases over time.
Conversion Rate
The percentage of store visitors who make a purchase.
Customer Lifetime Value
The total revenue a business can expect from a single customer account throughout their relationship.
Repeat Purchase Rate
The frequency at which customers make subsequent purchases.
Want to Set Up Post-Purchase Surveys?
You can easily create post-purchase surveys using Checkout Wiz- a powerful checkout & post-checkout design and CRO tool. No code, simply drag & drop.
