Post-purchase Survey Template 🚀

Post-purchase survey template FAQ

What is a post-purchase survey template?

The post-purchase survey template asks the respondents how they felt about their latest purchase and doing business with your company.

With a post-purchase survey, you collect customer feedback about the strongest and weakest points of your purchase process. This knowledge lets you refine it and increase the number of cross-sells, up-sells, and recurring clients.

Post-purchase surveys are popular as web surveys for e-commerce stores – a pop-up appearing right after a transaction is an excellent way to catch the customers while they’re still engaged. However, sending post-purchase surveys in an email after a more complex sales process also yields good results.

Why should I run a post-purchase survey?

Increase the number of recurring customers

Recurring customers are key for every business. Research shows time and time again that around 80% of any company’s revenue is generated by only 20% of its customer base – the so-called high-value customers. And if you want to have high-value customers, you need to take care of customer satisfaction.

A post-purchase survey will let you spot the shortcomings at the most crucial point of the customer journey – buying your products or services. If you fix them fast, you’ll remove any friction that might cause customer churn.

And as a cherry on top, reaching out to your customers will make them feel heard and appreciated.

Fix problems before they escalate

A post-purchase survey will give your customers an easy opportunity to voice their opinions right after a negative incident negative feedback is super valuable – not only will you be able to fix your weak points, but you can also compensate the unsatisfied customers if the situation calls for it. You might prevent customer churn, or at least an unfavorable online review!

Many survey tools, like Survicate, let you receive real-time notifications so that you can react quickly.

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What questions are included in the post-purchase survey template?

Post-purchase surveys let you investigate how satisfied your customers are with the purchasing process and collect ideas on how to improve it.

Here are a few ideas for post-purchase survey questions.

“How would you rate your shopping experience?”

With this question, you’ll discover if your customers are generally satisfied with the purchasing process or not.

Let your clients rate their experience with your survey on a 1-5 or 1-7 scale. This close-ended question is a good icebreaker – it’s easy to answer and gives context to any follow-up questions that might come after. The answers are easy to track, measure, and turn into a success metric.

“What did you like/dislike most about the purchasing process?”

This open-ended question will uncover the “why” behind the respondent’s rating.

Ask the clients that rated you above average what they liked the most about their shopping experience. And ask the less satisfied one about what they disliked.

You’ll easily set a conversational flow like this in Survicate surveys with the help of skip logic.

‍Open-ended questions will let your customers speak from the heart and give you an opportunity to collect valuable ideas.

Survicate counts partial submissions, which means that even if the customer drops out before they finish the survey, their initial answers will still be included in your survey results.

“What can we do to improve your experience?”

This question lets both satisfied and unsatisfied customers share their ideas on how you can make the purchasing process smoother.

If you’re running a longer post-purchase survey (for example, as a part of an email campaign), you can include a few additional closed-ended questions, such as:

“How easy was shopping at our store?”

“How fast was the shipping time?”

“How likely are you to recommend our store to your friends?”

How to run a post-purchase survey with Survicate?

To run a post-purchase survey with Survicate, click the button above the page (next to the template's preview) and sign up with your business email. By doing so, you're signing up for a Flexible account. You can use our tool for free until you collect 100 responses.

You’ll then be able to tweak survey questions and design to fit your needs.

If you want, connect your survey to a third-party tool – for contact details, deeper data analysis, and more. Make sure to check all our integration options to see if we have your favorite tool stack!

Then, distribute your survey via email, link, website, web app, or mobile app.

Once the responses start flowing in, you’ll be able to access them in the real-time analytics panel. You can also set up Slack notifications to have the answers delivered straight to your inbox.

Set up your account now.

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Post-purchase survey template FAQ

What is a post-purchase survey?

A post-purchase survey asks the respondents how they felt about their latest purchase and doing business with your company.

Why should I run a post-purchase survey?

Increase the number of recurring customers

And as a cherry on top, reaching out to your customers will make them feel heard and appreciated.

Interact with your customers more

Many e-commerce businesses struggle with learning more about their customers. Their customer interactions are limited to problem-solving and receiving negative feedback.

Surveys will let you take conversational initiative. You’ll show your customers you want to hear their opinions and constantly improve for them.

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Fix problems before they escalate

A post-purchase survey will give your customers an easy opportunity to voice their opinions right after a negative incident.

Negative feedback is super valuable – not only will you be able to fix your weak points, but you can also compensate the unsatisfied customers if the situation calls for it. You might prevent customer churn, or at least an unfavorable online review!

Many survey tools, like Survicate, let you receive real-time notifications so that you can react quickly.

Find out what happens post-purchase

For many retailers, it’s hard to keep track of the shopping experience after payment. Post-purchase surveys will allow you to ask your recurring customers about shipment time and quality or any other customer journey touchpoints that happen outside of your company.

What are the post-purchase survey questions?

Post-purchase surveys let you investigate how satisfied your customers are with the purchasing process and collect ideas on how to improve it.

Here are a few ideas for post-purchase survey questions.

“How would you rate your shopping experience?”

With this question, you’ll discover if your customers are generally satisfied with the purchasing process or not.

“What did you like/dislike most about the purchasing process?”

This open-ended question will uncover the “why” behind the respondent’s rating.

Ask the clients that rated you above average what they liked the most about their shopping experience. And ask the less satisfied one about what they disliked.

You’ll easily set a conversational flow like this in Survicate surveys with the help of skip logic.

Open-ended questions will let your customers speak from the heart and give you an opportunity to collect valuable ideas.

If you’re worried that the effort to answer them might discourage the respondents from finishing the survey, don’t be. Survicate counts partial submissions, which means that even if the customer drops out before they finish the survey, their initial answers will still be included in your survey results.

“What can we do to improve your experience?”

This question lets both satisfied and unsatisfied customers share their ideas on how you can make the purchasing process smoother.

‍

If you’re running a longer post-purchase survey (for example, as a part of an email campaign), you can include a few additional closed-ended questions, such as:

“How easy was shopping at our store?”

“How fast was the shipping time?”

“How likely are you to recommend our store to your friends?”

How to run a post-purchase survey with Survicate?

To run a post-purchase survey with Survicate, click on the “Send this survey” button above and set up your free account.

You’ll then be able to tweak survey questions and design to fit your needs.

Then, distribute your survey via email, link, website, web app, or mobile app.

Once the responses start flowing in, you’ll be able to access them in the real-time analytics panel. You can also set up Slack notifications to have the answers delivered straight to your inbox.

All of that in a free account with no time limit.

Survicate post-purchase surveys tend to note a high-response rate. For example, a cosmetics company Colorescience noted a 31% response rate to their post-purchase survey. This means a world of insights to help improve your customer experience.

Set up your free account now!