[New Era] Bundles AI: Auto-generate & sell the best performing bundles 🤖

Watch now
pickystory
Start free

Post Purchase Survey: How to Set Up in 10 Steps to Boost Sales

  • 5 minutes
Table of Contents

Post-purchase surveys serve as a valuable information source for objective decision-making, leading to increased sales and improved customer retention. By effectively designing and implementing post-purchase surveys, e-commerce sites can engage customers and gather critical insights that shape their strategies.

These surveys provide direct feedback from customers, allowing e-commerce sites to assess their satisfaction levels, identify areas for improvement, and understand their preferences. Armed with this knowledge, online stores can make informed decisions to enhance their products, services, and overall customer experience.

By analyzing survey responses, e-commerce sites can identify trends, patterns, and customer pain points. This enables them to prioritize and address issues promptly, leading to higher customer satisfaction, increased loyalty, and improved retention rates. Satisfied customers are likelier to repeat purchases, recommend the brand to others, and become brand advocates.

Moreover, post-purchase surveys help e-commerce sites understand the effectiveness of their marketing and sales efforts. They provide valuable data on customer motivations, buying habits, and the factors influencing their decision-making. This information enables online stores to tailor their marketing strategies, personalize their offerings, and create targeted campaigns to drive sales growth.

When knowing the most effective way to create post-purchase surveys, e-commerce sites can maximize their potential as a powerful tool for customer engagement and decision-making. Designing surveys with clear objectives, concise and relevant questions, and a user-friendly format is important. Implementing incentives and timely follow-up communication further enhances customer engagement and response rates.

In this article, we’re going to look at how to set up post-purchase surveys in ten easy steps. We’re also going to look at killer examples while focusing on the top tips to follow and mistakes to avoid.

So, stay tuned!

What Is a Post-Purchase Survey?

A post-purchase survey is a questionnaire that is sent to customers after they have made a purchase from an e-commerce site. This survey aims to gather customer feedback about their purchasing experience, product satisfaction, and overall satisfaction with the brand. It allows online stores to understand customer perceptions, identify areas for improvement, and make informed decisions to enhance the customer experience. By collecting valuable insights through post-purchase surveys, e-commerce sites can boost sales by addressing customer concerns, improving product offerings, and strengthening customer loyalty.

Please check out our comprehensive guide on post-purchase surveys to take a deep dive into everything you need to know about this topic here.

Why Is a Post-Purchase Survey Important?

Post-purchase surveys are important because they provide e-commerce sites with valuable insights, help identify areas for improvement, drive customer loyalty, inform product development, provide a competitive advantage, enable data-driven decision-making, and foster a customer-centric approach. By leveraging the information gathered through these surveys, online stores can optimize their operations and ultimately boost sales and customer satisfaction.

In particular, a satisfied customer is likelier to become a repeat customer and recommend the brand to others. By actively seeking feedback through post-purchase surveys, e-commerce sites can address any issues, resolve concerns, and demonstrate a commitment to customer satisfaction, thereby increasing customer loyalty and retention. That is why post-purchase surveys are a highly valuable tool to improve customer satisfaction leading to increased sales and retention.

What Are the Benefits of Post-Purchase Surveys?

Post-purchase surveys offer multiple benefits, such as gathering customer feedback, improving customer satisfaction, enhancing products and services, identifying customer preferences, boosting customer retention, gaining a competitive edge, enabling data-driven decision-making, and fostering continuous improvement. By leveraging the insights gained from these surveys, e-commerce sites can make informed decisions to drive sales growth and build long-lasting customer relationships.

It’s worth noting that post-purchase surveys facilitate a culture of continuous improvement within an organization. By consistently collecting feedback and acting upon it, online stores can continuously enhance their products, services, and customer experience. This iterative process helps e-commerce sites adapt to changing customer needs and stay ahead in the market.

How to Set Up a Post-Purchase Survey?

You can use any of these Shopify Post Purchase survey apps to start. Here’s a detailed guide on how to set up a post-purchase survey to boost sales:

#1: Define the survey objectives

Start by determining the specific goals of your post-purchase survey. Consider what information you want to gather, such as customer satisfaction, product feedback, reasons for purchase, or suggestions for improvement. Clear objectives will help you structure the survey effectively.

#2: Choose the right survey tool

Select a suitable survey tool that aligns with your requirements. Some popular options include Google Forms, SurveyMonkey, Typeform, or Qualtrics. Ensure that the tool allows you to customize the survey design and collect responses efficiently.

#3: Determine the ideal timing

Decide when to send the post-purchase survey. It’s essential to strike a balance between sending it soon enough to capture relevant feedback while giving customers ample time to experience the product. Consider sending the survey a few days after the estimated delivery date or after the customer has received the product.

#4: Craft clear and concise questions

Create questions that are easy to understand and answer. Keep the survey short to encourage higher response rates. Here are a few question types to consider:

#4.1: Rating scales

Use Likert scales or star ratings to measure customer satisfaction or product quality.

#4.2: Multiple-choice

Provide options for customers to select from when asking about specific features or reasons for purchase.

#4.3: Open-ended

Include open-ended questions to allow customers to provide detailed feedback or suggestions.

#5: Personalize the survey

Use customer data from your e-commerce platform to personalize the survey. Address the customer by their name and refer to the purchased product(s) to show that the survey is tailored to their experience. Personalization can enhance engagement and response rates.

#6: Keep it brief

Limit the survey to a reasonable length. Customers are likelier to complete shorter surveys, so focus on the most critical questions that provide actionable insights. Ideally, the survey should take no more than 5-10 minutes to complete.

#7: Incentivize participation

Consider offering incentives like discounts, coupons, or exclusive offers upon survey completion to encourage higher response rates. This can provide an extra motivation for customers to participate.

#8: Optimize survey placement

Determine the best location to display the survey to customers. You can consider placing it on the order confirmation page, in a post-purchase email, or within the customer account section of your e-commerce site. Ensure that it is prominently displayed but not obtrusive.

#9: Analyze survey responses

Once you start receiving survey responses, analyze the data to identify trends, patterns, and areas for improvement. Look for common feedback themes or recurring issues that need attention. Use this information to drive strategic changes and improve the overall customer experience.

#10: Take action and follow up

Based on the insights gained from the survey, take appropriate actions to address customer concerns or implement suggested improvements. Communicate with customers who provided specific feedback or had negative experiences to resolve any issues and show that you value their input.

Above all, implementing a post-purchase survey is an ongoing process. Continuously monitor customer feedback and iterate on the survey based on your findings. Regularly review and update the questions to gather new insights and adapt to changing customer needs.

Post Purchase Survey creating a survey in Shopify
Source: https://www.pixabay.com/

Questions to Include in a Post-Purchase Survey

When designing a post-purchase survey, it’s important to include various question types to gather comprehensive customer feedback. Here are some common types of questions to consider including in your post-purchase survey:

#1: Overall Satisfaction

  • On a scale of 1-10, how satisfied are you with your purchase?
  • How would you rate your overall experience with our company?

#2: Product Satisfaction

  • How satisfied are you with the quality of the product?
  • Did the product meet your expectations? Why or why not?
  • What do you like most about the product?
  • Is there anything you dislike about the product?

#3: Purchase Process

  • How easy was it to find and select the product you wanted?
  • How satisfied are you with the checkout process?
  • Did you encounter any issues during the purchase process? If yes, please explain.

#4: Delivery and Shipping

  • How satisfied are you with the speed of delivery?
  • Was the product delivered in good condition?
  • How satisfied are you with the shipping options provided?

#5: Customer Service

  • Did you have any interactions with customer service? If yes, please rate the quality of service received.
  • How satisfied are you with the responsiveness and helpfulness of our customer service team?

#6: Likelihood to Recommend

  • How likely are you to recommend our products/services to others?
  • Would you purchase from us again in the future?

#7: Product Usage and Benefits

  • How frequently do you use the product?
  • What benefits have you experienced from using the product?
  • Have you encountered any difficulties or challenges while using the product? If yes, please explain.

#8: Additional Feedback

  • Is there anything else you would like to share about your experience or suggestions for improvement?
  • Do you have any additional thoughts or concerns to share with us?

Remember to keep the survey concise and easy to understand. Consider using a combination of rating scales (e.g., Likert scales such as 1 to 10 points or star ratings like 1 to 5 stars) for quantitative feedback and open-ended questions for qualitative feedback. Additionally, providing an option for customers to leave comments or explanations for their responses can be beneficial.

By including a diverse range of questions, you can gain valuable insights into customer satisfaction, product performance, and areas for improvement. These insights will help you enhance the customer experience, make informed business decisions, and ultimately boost sales for your e-commerce site.

Examples of Post-Purchase Surveys

 The following examples can serve as inspiration to give you ideas to set up your own post-purchase surveys. Let’s take a closer look:

#1: Multiple Choice Forms

Multiple-choice forms are a valuable tool in post-purchase surveys as they allow e-commerce sites to gather specific and structured customer feedback. By providing predefined answer options, online stores can obtain quantitative data on customer preferences, product features, or reasons for purchase. Multiple-choice questions can be used to measure customer satisfaction, identify common issues, or gather insights into customer behavior. Additionally, they enable easier data analysis, as responses can be easily categorized and compared. By leveraging multiple-choice forms in post-purchase surveys, e-commerce sites can gather valuable data concisely and efficiently, aiding in decision-making and driving improvements to boost sales.

Here is a great post-purchase survey example:

Multiple Choice Forms
Source: https://blog.hubspot.com/service/customer-satisfaction-survey-examples

Here’s why we love this post-purchase survey example:

This great post-purchase survey example highlights how you can use multiple-choice questions to build a survey. In particular, using multiple-choice questions allows customers to look through the options to determine which one best describes their experience. In doing so, you can get valuable insights regarding the customers’ overall experience and opinion. However, be sure to anticipate as many options as possible. If you feel there are too many options, you may want to use another question type.

Grow your sales with high-performing deals.

Get PickyStory

#2: Open-ended Questions

Open-ended questions are a valuable component of post-purchase surveys as they allow customers to provide detailed, qualitative feedback. Unlike multiple-choice questions, open-ended questions do not restrict respondents to predefined options, allowing them to express their thoughts, opinions, and experiences freely. Open-ended questions in post-purchase surveys can gather in-depth insights into customer satisfaction, product suggestions, specific issues encountered, or any other feedback that may not be captured through structured questions. The responses obtained from open-ended questions offer rich, contextual information that can guide improvements, address customer concerns, and enhance the overall customer experience.

Here is a great post-purchase survey example:

Open-ended Questions
Source: https://blog.hubspot.com/service/customer-satisfaction-survey-examples

Here’s why we love this post-purchase survey example:

This example combines the use of a rating scale with an open-ended question allowing customers to provide their specific opinion regarding the issue. It’s always a great idea to give customers the opportunity to express their concerns, as this approach provides a valuable opportunity to get insights into customers’ perceptions. While this approach opens the door to potentially uncomfortable responses, don’t be afraid to let your customers speak their minds. You’ll be better off knowing what they think.

#3: Rating Scale

A rating is a quantifiable measure used to assess a customer’s satisfaction, perception, or opinion on a specific aspect of a product or service. In post-purchase surveys, ratings are typically represented by scales or numerical values, allowing customers to express their level of satisfaction, quality assessment, or likelihood to recommend. Ratings are valuable in post-purchase surveys as they provide online stores with quantitative data that can be analyzed to identify trends, measure customer satisfaction, compare products or services, and guide improvements. By leveraging ratings in post-purchase surveys, e-commerce sites gain valuable insights that inform decision-making and help enhance the overall customer experience.

Here is a great post-purchase survey example:

Rating Scale
Source: https://blog.hubspot.com/service/customer-satisfaction-survey-examples

Here’s why we love this post-purchase survey example:

The most common rating scale is a 1 to 10 scale. This scale gives customers a psychological ballpark to evaluate the product or service. Nevertheless, a 1 to 5 scale could also work. When thinking about using a 1 to 5 scale, you can use icons such as stars or happy faces. These graphic representations make it easier for customers to visualize their opinion through images rather than numbers. The best part of rating scales is obtaining objective data to aid clear decision-making.

Top Tips to Set Up Post-Purchase Surveys

Setting up post-purchase surveys for e-commerce sites requires careful planning and implementation to ensure effective feedback collection. Here are ten detailed tips to help you set up post-purchase surveys successfully:

#1: Define clear objectives

Start by clearly defining the goals and objectives of your post-purchase survey. Determine what information you want to gather, such as customer satisfaction, product feedback, or suggestions for improvement. Clear objectives will guide the structure and content of your survey.

#2: Keep the survey concise

Customers have limited time and attention, so keeping the survey short and focused is crucial. Limit the number of questions to ensure higher response rates and reduce survey fatigue. Aim for a survey that can be completed within 5-10 minutes.

#3: Use a mix of question types

Utilize a variety of question types to gather different types of feedback. Include multiple-choice questions for quantitative data, rating scales for satisfaction measurement, and open-ended questions for qualitative insights. This mix allows for comprehensive feedback collection.

#4: Personalize the survey

Use customer data from your e-commerce site to personalize the survey. Address customers by name, refer to their specific purchase, or include other relevant details. Personalization enhances engagement and demonstrates that their feedback is valued.

#5: Time the survey strategically

Determine the ideal timing to send the post-purchase survey. Consider sending it a few days after the estimated delivery date or once customers have had time to experience the product. Timing is crucial to capture feedback when it is most relevant.

#6: Optimize survey placement

Choose strategic locations to display the survey. Consider placing it on the order confirmation page, in a post-purchase email, or within the customer account section of your e-commerce site. Ensure it is prominently displayed but not obtrusive.

#7: Incentivize participation

To boost response rates, consider offering incentives for completing the survey, such as discounts, coupons, or exclusive offers. Incentives provide motivation for customers to take the time to share their feedback.

#8: Design a user-friendly survey

Ensure your survey is visually appealing, easy to navigate, and mobile-friendly. Use clear and concise language, logical flow, and intuitive design. Test the survey on different devices and platforms to ensure a seamless experience.

#9: Analyze survey responses

Once you start receiving survey responses, analyze the data systematically. Look for common themes, trends, and patterns. Identify areas for improvement, prioritize action items, and make data-driven decisions based on the insights gathered.

#10: Act on the feedback

Take action based on the feedback received. Respond to customer concerns, address any issues promptly, and make improvements based on the suggestions provided. Communicate with customers, especially those with negative experiences, to resolve problems and demonstrate that their feedback is taken seriously.

As you can see, post-purchase surveys require careful planning and attention. Fortunately, you can make great surveys easily and effectively by following these tips. As you gain more experience, your post-purchase surveys will provide the information you seek to guide your decisions.

Top Mistakes to Avoid When Making Post-Purchase Surveys

When creating post-purchase surveys for e-commerce sites, it’s important to avoid common mistakes that can hinder the effectiveness of your feedback collection. Here are ten detailed mistakes to avoid:

#1: Overwhelming length

Creating excessively long surveys can lead to survey fatigue and lower response rates. Avoid overwhelming customers with too many questions and keep the survey concise and focused on the most important aspects.

#2: Unclear objectives

Failing to define objectives for your post-purchase survey can result in vague or irrelevant questions. Ensure you clearly understand what you want to achieve and design your survey accordingly.

#3: Poor survey design

A poorly designed survey can confuse respondents and affect the quality of their feedback. Ensure the survey is visually appealing, easy to navigate, and uses clear and concise language. Test the survey across different devices and platforms to ensure a seamless experience.

#4: Lack of personalization

Neglecting to personalize the survey can make customers feel like just another number. Use customer data to address them by name, refer to their specific purchase, or include other relevant details to enhance engagement and demonstrate that their feedback is valued.

#5: Inappropriate timing

Sending the survey at the wrong time can result in incomplete or inaccurate feedback. Avoid sending the survey too soon or too late after the purchase. Find the right timing when customers have had a chance to experience the product or service.

#6: Ignoring mobile responsiveness

Neglecting to optimize the survey for mobile devices can lead to a poor user experience for customers who primarily access your site on mobile devices. Ensure the survey is mobile-friendly and works seamlessly across different screen sizes.

#7: Lack of incentive

Failing to provide an incentive for survey participation can result in low response rates. Consider offering incentives such as discounts, coupons, or exclusive offers to motivate customers to complete the survey.

#8: Ignoring survey feedback

Collecting feedback without taking action is a common mistake. Failing to act on the feedback received can lead to customer frustration and dissatisfaction. Analyze the survey responses, identify areas for improvement, and take action based on the feedback provided.

#9: Insufficient testing

Launching a survey without proper testing can lead to technical issues or poor user experience. Thoroughly test the survey on different devices, platforms, and browsers to ensure it functions correctly and offers a seamless experience for respondents.

#10: Lack of follow-up communication

Failing to communicate with customers after they have completed the survey can miss the opportunity for further engagement and relationship building. Consider sending a thank-you message or providing updates on how their feedback is being used to improve your products or services.

By avoiding these common mistakes, you can ensure that your post-purchase surveys for e-commerce sites are effective, provide valuable insights, and help drive improvements in the customer experience.

Conclusion for Post Purchase Survey: How to Set Up in 10 Steps to Boost Sales

Post-purchase surveys are a powerful tool to boost sales in e-commerce. They provide valuable insights into customer satisfaction, preferences, and areas for improvement. However, it’s crucial to follow the top tips and avoid common mistakes that could hinder the effectiveness of these surveys. By ensuring clear objectives, concise surveys, personalized communication, and timely follow-up, online stores can maximize their chances of obtaining valuable feedback.

Avoiding overwhelming length, poor design, inappropriate timing, and ignoring feedback is essential to gather actionable insights. By effectively leveraging post-purchase surveys, e-commerce sites can enhance customer experiences, make informed decisions, and increase sales.

Grow your sales with high-performing deals.

Get PickyStory
  • Topics: Shopify Trends

MOST POPULAR

Back to top

Platform

Main tools

By use case

By industry

Resources

Company

PickyStory is the complete e-commerce upsell platform. PickyStory enables e-commerce brands to make personalized offers by helping customers to discover more products.

pickystory

© All rights reserved 2023

Icon

Not enough sales?

Capture every drop of revenue with PickyStory's complete upsell platform.

Button
pickystory

Get matched with the right partner. PickyStory will do all the work to connect you with one of our awesome partners.

Trusted by the fastest-growing
e-commerce brands

vertical logos
X
pickystory_full_for_black-background-1-min.png

See PickyStory in action

See live demo
pickystory

Convert more visitors into buyers with PickyStory's e-commerce conversion platform

By entering your email, you agree to receive marketing emails from PickyStory.


Trusted by the fastest-growing e-commerce brands

pickystory

Book a demo to learn more about PickyStory's e-commerce upsell platform

By entering your email, you agree to receive marketing emails from PickyStory.


Trusted by the fastest-growing
e-commerce brands

vertical logos