How to Improve Your Post Purchase Survey in Just 1 Hour
We might be bias, but we truly believe the most effective way to collect customer feedback is through post-purchase surveys. Want to see what this looks like in real time?
Here’s how to improve your post-purchase survey in just one hour:
- Define your survey objectives.
- Create a survey that is short and simple.
- Ask the right questions.
- Give them something else to discover…
Here’s how…
Your Post Purchase Survey
To state the obvious: understanding your customer is critical to the success of your business.
Understanding your customer’s lifestyle, habitual purchasing behavior, and overall expectations for the brands they shop with is essential for building a brand – especially if you’re struggling with your attribution or customer retention.
Upgrading the post purchase survey you already have running on your confirmation page can help you understand everything you need to know about your target audience including:
- Who they are in real life.
- Who they purchase for.
- Why they purchase.
How to Improve Your Post Purchase Survey in Just 1 Hour
Let’s start with the process.
- Define your survey objectives
- Create a survey that is short and simple
- Ask the right questions
- Give them something else to discover…
Let’s dive into each step in detail.
Define your survey objectives.
Before you start creating your post-purchase survey, you need to define your survey objectives. What do you want to achieve from the survey? What kind of information are you trying to gather from your customers?
Defining your survey objectives will help you create targeted questions that provide you with the insights you need to get deep insights that capture both the demographic and psychographic intricacies of your target audience.
For example, if you want to understand why customers abandon their carts, you might ask questions such as “Did you find the checkout process easy?” or “Were there any technical issues that prevented you from completing your purchase?”
Understanding this information not only gives you insight, but firepower – streamlining your site according to the responses is the only surefire way you’ll hit the mark. (You gotta Kno before you grow…😉)
Setup an upgraded survey in just 5 minutes with our premade survey templates! Click here to learn more.
Create a survey that is short and simple.
Keep your survey short and simple.
The length of your survey plays a crucial role in determining your response rate. Customers are more likely to complete shorter surveys than longer ones. According to Qualtrics, “Figures [for completion rates] seem to fall between 20% and 30%. A survey response rate below 10% is considered very low. A good survey response rate is anything above 50%.”
Focus on the most important questions that will provide you with the insights you need to make tactical decisions, and avoid adding too many open-ended questions or questions that are not relevant to the customer’s experience.
Here are some tips for creating a short and simple survey:
- Limit your survey to no more than 5-7 questions.
- Use multiple-choice or radio button-style questions whenever possible.
- Avoid industry jargon or technical terms that customers may not understand.
- Group related questions together to make the survey flow more smoothly.
- Use a clear and easy-to-read font.
Ask the right questions.
Asking the right questions is critical to the effectiveness of your post-purchase survey.
The questions you ask should provide you with actionable (literally: things you can take action on) insights into the customer’s buying experience, product preferences, and pain points.
Here are some tips for asking the right questions:
- Ask questions that are specific and focused.
- Avoid leading questions that might bias the customer’s response.
- Use NPS scales to measure customer satisfaction or dissatisfaction.
- Use clarifying questions to direct customers to provide deeper insight based on their responses.
- Use logic to avoid asking irrelevant followup questions.
Here are some example questions that you might ask in a post-purchase survey:
- How easy was it to find the product you were looking for?
- How would you rate the checkout process?
- How satisfied were you with the shipping time?
- What did you like the most about your purchase?
- What could we have done better to improve your experience?
Give them something else to discover.
Once your customers are done filling out the survey, don’t stop there!
Give your customers links to other things they may enjoy about your brand – your newsletter, bestselling products, review requests etc. Providing them with this information does wonders for building report with your customers and gives you the advantage of continued engagement directly after the sale, when they’re already in happy-customer mode.