Post purchase survey is an invaluable tool for businesses looking to gain insights into customer experiences and improve their products or services.
In this comprehensive guide, we will explore the world of post-purchase surveys, how they can benefit your business, and how to effectively implement them for maximum impact.
Table of contents
What is a Post Purchase Survey?
Post purchase surveys are essential tools for gathering feedback and insights from customers after a purchase. These surveys focus on assessing overall satisfaction, understanding the shopping experience, and identifying areas for improvement. By capturing customer opinions post-purchase, businesses can make data-driven decisions to enhance products, services, and customer relationships.
Commencing with Post Purchase Surveys
A Post-Purchase Survey assesses customer contentment regarding the buying process and their overall interaction with your brand. It provides an avenue to collect invaluable feedback, pinpoint improvement areas, and base decisions on data to boost customer satisfaction and loyalty. Let’s explore how to initiate a post-purchase survey to maximize customer feedback.
Selecting the Appropriate Survey Type and Metrics
Before deploying a post purchase survey, carefully consider your survey objectives, such as assessing satisfaction, brand advocacy, or purchase process evaluation. Below are examples of common post-purchase survey inquiries, including Net Promoter Score, customer satisfaction, and CES surveys.
Using NPS Surveys to Evaluate Post-Purchase Loyalty.
Utilizing CSAT Surveys to Assess Post-Purchase Satisfaction.
Assessing Ease of Purchase Using CES Surveys.
Enhancing Customer Experience with Post Purchase Survey Questions
Post-purchase surveys cover various aspects of the customer journey, from the buying process to product usage and overall satisfaction. Utilizing these surveys helps you improve customer experiences, fostering lasting success for your business.
Post Purchase Survey Questions about Pricing
Your product’s pricing strategy holds significant importance for customers. Including pricing-related survey questions is vital for evaluating perceived value and affordability, ensuring a competitive edge. Customer feedback reveals whether pricing aligns with expectations and reflects quality and value.
Questions about Delivery
To improve your delivery process and ensure efficiency, gather customer feedback on aspects such as late deliveries, package condition, and communication. Post-purchase surveys provide insights for optimizing logistics, reducing costs, and enhancing operational efficiency. Utilize email or SMS surveys for delivery feedback to streamline processes and maintain competitiveness.
Assessing Product Quality
Distinguishing your brand from the competition hinges on your steadfast dedication to product quality. Incorporating quality-related questions in post-purchase surveys is essential for gauging customer satisfaction with the products they’ve received. This feedback aids in evaluating various product aspects, highlighting strengths and areas for enhancement.
Some of the survey questions are quoted below;
Evaluating the Shopping Experience
Post purchase surveys open a window for customers to voice their thoughts on the overall shopping experience. This encompasses website navigation, product selection, checkout, and other purchase-related aspects. Whether you’re in the realm of e-commerce or traditional retail, these inquiries assess the customer’s journey.
However, by probing their shopping experience, you gain insights into strengths and areas for refinement.
Include these questions in your post-purchase survey to grasp your customers’ shopping experience.
Analyzing Purchase Decision Factors
Purchase decisions are influenced by a range of factors, and delving into customer preferences provides valuable insights. Post-purchase survey questions about these decision drivers uncover what sets your brand apart from the competition. It helps understand customer expectations and opportunities for personalization.
Below are brief survey questions on the subject.
User Experience Assessment
Feedback from customers is a goldmine for product enhancement and decision-making. Post-purchase survey questions regarding user experience gather insights about usability, functionality, design, and overall satisfaction.
Here are concise survey questions on user experience.
Evaluating Brand Perception & Fostering Loyalty
To evaluate customer brand perception after purchase, it’s vital to understand how customers perceive your brand’s reputation, quality, and values. Moreover, by collecting this feedback and aligning your efforts, you can effectively strengthen your brand image.
Take the following questions to enhance your brand perception and foster customer loyalty.
Gathering General Feedback & Suggestions
Engaging with customers through post-purchase surveys not only demonstrates a customer-centric approach but also empowers customers to shape the product or service. Their unique perspectives can reveal hidden opportunities for improvement.
Explore these questions to collect valuable feedback in your post-purchase survey.
Effective Strategies for Crafting Post-Purchase Survey
Optimizing post purchase surveys and ensuring their effectiveness and participation requires a proactive approach to improve response rates and gather valuable insights. Here are key strategies to enhance your post-purchase survey response rates and outcomes.
- Personalized Surveys: Tailor post-purchase survey questions to individual orders, gathering feedback that’s directly relevant to each customer’s experience, increasing the likelihood of obtaining actionable insights.
- Customer Segmentation: Categorize customers into groups, surveying new customers about their initial impressions and repeat customers about loyalty and overall experiences, providing a more focused approach to understanding different customer segments.
- Timing is Key: Show surveys when customers unbox their recent purchases to capture specific and fresh feedback, ensuring the responses are based on the most immediate and genuine impressions.
- Question Diversity: Use a mix of closed and open-ended questions to collect structured and detailed feedback, allowing customers to share their thoughts in a way that suits them best.
- Device Responsiveness: Ensure your surveys work well on various devices for a seamless user experience, allowing a broader range of customers to provide feedback effortlessly.
- Strategic Placement: Put surveys on the thank-you page to make them easily accessible for customers right after a purchase, increasing the chances of higher response rates and valuable feedback collection.
Leveraging Post Purchase Survey Responses
- Identify Problem Areas: By analyzing survey responses for recurring issues, you can pinpoint problems like delivery or customer service concerns.
- Analyze Survey Responses: Studying feedback provides insights for improvements, such as streamlining shipping processes in response to customer reports of long shipping times.
- Filter & Group Survey Responses: Categorizing responses under specific issues, like “Product Quality,” streamlines identification and resolution for targeted improvements.
- Collaborate with Relevant Teams: Sharing feedback with the right teams ensures prompt resolution of customer concerns, fostering team collaboration and efficiency.
- Take Action & Implement Changes: Making substantial modifications based on identified issues enhances the customer experience, with top priority given to the most critical problems.
- Close the Feedback Loop: Sharing updates with customers creates satisfaction and engagement, turning them into brand advocates who actively promote your offerings.
3 Shopify Post Purchase Survey Apps
1. Aftersights
Rating:⭐ 5.0
AS: Post Purchase Survey by Artemis is a powerful tool for enhancing customer insights and marketing attribution. It offers a range of features to help you create intelligent post-purchase surveys and improve ROI accuracy.
Key Features
- Ready-to-Use Survey Questions: Start quickly with 30+ pre-built survey questions.
- Precise Customer Targeting: Target customers effectively based on factors like new vs. repeat buyers, order value, and specific products purchased.
- Conditional Logic Branching: Create smart surveys using conditional logic for higher response rates.
2. Bestie
Rating: ⭐ 5.0
Bestie is a must-have Shopify post-purchase app that transforms your customer survey process with automation and insightful data collection. It empowers you to make informed marketing decisions and optimize your resources efficiently.
Key Features
- Automated Surveys: Conduct surveys with the right questions at the perfect moments for your customers.
- Attribution Insights: Discover the channels your customers are coming from for better targeting.
- Creative Impact: Determine which ads and creative assets drive customer action.
3. Delight
Rating: ⭐ 5.0
Top post-purchase survey app renowned for its exceptional features. It automates the process of sending surveys to customers after order fulfillment, helping you gauge loyalty and address customer concerns efficiently.
Key Features
- Easy Integration: Seamlessly connect Delighted to your Shopify store and set the survey delay.
- Versatile Survey Templates: Choose from pre-built survey templates, including NPS, CSAT, and 5-star.
- Brand Customization: Customize your survey’s logo and branding for a sleek, branded design.
Post-Purchase Survey Themes and Examples
Post purchase survey pop-ups vary in style, from simple to stunning, depending on your desired impact. Customize them to match your brand’s aesthetics with images and colors that resonate with your audience.
On-Brand Post-Purchase Surveys
Utilize a lifestyle image that resonates with the post-purchase sentiment, connecting with customers’ emotions after making a purchase.
Surveys for Influencer Attribution
Utilize Surveys for Influencer Attribution. In your surveys, include Influencers as an option, and enable users to provide their usernames for accurate referral credit.
Exit Survey with Text Input Fields
Allowing users to share their thoughts with text input fields can lead to valuable feedback. Similar responses can be used to enhance the survey.
Ratings Survey
Collect data quickly with 1-5 or 0-10 rating surveys. Although they offer limited specific insights, they provide a general sense of customer sentiment.
Friendlier than numerical ratings, smiley faces offer a straightforward method for assessing customer sentiments.
Full-Page Takeover Survey Design
Choose a full-screen takeover pop-up for maximum impact.
Simple Survey Design
Choose a minimalist survey design with neutral colors and a text-only format for a streamlined appearance.
Finally, you’re all set to incorporate a post-checkout survey into your website or enhance your existing one with fresh questions!
Final Words
In conclusion, post purchase surveys are a valuable tool for understanding and improving the customer experience. By collecting feedback, businesses can make informed decisions to enhance their products, services, and overall success.
