Are you struggling with low sales, poor visitor conversion, and low repeat rates on your e-commerce website?
If so, you're not alone. Many e-commerce businesses face these challenges. But there's good news: you can overcome them by incorporating purpose-specific web surveys targeted at your customers.
If you are already familiar with Shopify e-commerce survey, please feel free to skip to the survey template section.
Your e-commerce website or your eCommerce app/product is the most ideal platform to collect eCommerce platform feedback since it allows you to measure feedback both before and after the purchase. Based on the kind of website feedback tool you wish to use and the outcome expected, you can modify the survey questions by incorporating the capabilities of generative AI.
Purpose-specific e-commerce surveys can also help you improve your visitor conversion rate and increase repeat rates. By understanding what your customers want and need, you can create a better shopping experience that will keep them coming back for more.
When conducting surveys on an e-commerce website, it is essential to ensure that they do not interfere with the customer's purchasing process. An e-commerce survey can provide valuable insights for your Shopify business and should be as short as possible. If you're interrupting the customer journey with a pre-purchase survey, a single question is usually sufficient. A post-purchase survey can be longer, but try to keep it around three to five questions to maintain a good completion rate. Use conditional survey logic to avoid asking irrelevant questions based on previous answers.
Disrupting the shopping experience can lead to lower customer retention, conversion rates, and customer satisfaction. We also recommend conducting a post-purchase survey on the thank-you page or order status page with a single question. This format often yields higher response rates, even without incentives like coupons, minimizing costs and resources.
To truly understand and enhance the customer journey, it’s essential to utilize the right types of surveys. Implementing a customer effort score survey (CSAT) helps measure the ease of the buying experience, providing meaningful feedback on where improvements are needed. Additionally, gathering feedback from customers through various product survey questions about product features and delivery services allows for a comprehensive view of satisfaction levels. An effective online survey tool can help manage the entire survey process, ensuring you capture detailed survey responses with various rating scales, including star ratings.
The actionable insights gained from these surveys can significantly impact customer loyalty and overall satisfaction. By addressing bad experiences and leveraging the feedback provided by your customer support team, you can make targeted improvements that resonate with your audience. Regularly updating your e-commerce platform based on customer sentiment and implementing suggestions from survey data can create an amazing customer experience. This approach not only enhances the buying experience but also strengthens customer support services, ensuring that every interaction contributes to a loyal and satisfied customer base.
In this article, we will introduce effective examples of post-purchase surveys, along with sample questions, to address the challenges you are currently facing.
This type of e-commerce survey aims to understand how people learn about your online store. By understanding the marketing attribution channels, it becomes possible to confirm the effectiveness of various promotional strategies and prioritize resource allocation. While site analysis can reveal the referring sites that direct visitors to the shop, determining the initial point of knowledge about the site is challenging. Therefore, it is ideal to approach this question from both perspectives.
Example Question:
Q. How did you hear about us?
You can also include the following options, depending on your target audience and own marketing channels:
The NPS (Net Promoter Score) survey is a common metric used to measure customer satisfaction and loyalty. NPS helps evaluate how strongly customers support a company's products or services. According to HubSpot , 75 percent of consumers don't accept ads as truth. On the flip side, 90 percent trust brand recommendations from friends.
In NPS, a typical question is asked, "On a scale from 0 to 10, how likely is it that you would recommend us to a friend or colleague?" Based on the score, customers are classified into three groups:
NPS is represented by the "NPS Score," which is calculated by subtracting the percentage of Detractors from the percentage of Promoters. If the score is low or has decreased compared to the previous measurement, it indicates that improvements are necessary.
Example question:
Q. How likely is it that you would recommend us to a friend or colleague?
Persona research is a customer analysis technique used in fields such as marketing and product development. The purpose of this research is to understand the target customer segment for specific products or services and grasp their needs and behavioral patterns.
In persona research, a fictional character or specific individual called "persona" is created. Specific details such as age, gender, occupation, hobbies, and lifestyle are added to this persona.
By establishing personas, the customer's perspective and viewpoint become clear, making decisions regarding product lineup, marketing strategies, and creative considerations more seamless. Additionally, having team members imagine the same persona associated with a product enables the communication of a unified message and image.
The steps for establishing personas are as follows:
Example question:
Q. Who are you shopping for?
Site usability research is a methodology used to evaluate and validate how website users perceive aspects such as design, navigation, functionality, and content in terms of user-friendliness. The purpose of this research is to identify any issues or areas for improvement based on the experiences of customers when using the site.
Methods such as "User Testing," where actual users are asked to interact with the website or app while their actions and feedback are recorded, and "Eye Tracking," which tracks and analyzes which parts of the website users focus on, can be highly effective. However, conducting these methods may require significant resources, making them not easily accessible for every situation.
The "post-purchase survey" can also be utilized for a simple site usability assessment. By using eCommerce surveys to gather opinions and feedback related to usability, it becomes possible to identify areas for improvement.
Based on the results of usability research, improving the design and structure of the website can lead to a smoother shopping experience, increased sales, and higher customer satisfaction.
Example question:
Q. Did you encounter any problems when placing your order? If yes, what were they?
Creating a customer satisfaction survey is essential for eCommerce businesses to understand and enhance the customer experience, ensuring a loyal customer base. Utilizing a survey tool like Gojiberry, Shopify store owners can design online surveys with a mix of multiple-choice questions and open-ended questions to gather valuable feedback. Email surveys sent to potential customers and existing customers can include specific customer satisfaction survey questions targeting the checkout process and overall shopping experience. Follow-up questions can delve deeper into issues addressed by customer service representatives, helping to transform satisfied customers into happy customers and ultimately loyal customers. Crafting effective eCommerce survey questions ensures that the insights gained are actionable, providing a roadmap for improving customer service and fostering a committed customer base.
Customer satisfaction survey templates
Q: How satisfied are you with the quality of your product?
Incorporating purpose-specific surveys into your e-commerce strategy is essential for understanding and enhancing customer behavior, preferences, and satisfaction levels. By utilizing customer feedback software, you can gather a wide range of customer insights, from customer effort score (CSAT) to detailed feedback on product features and delivery services. Asking the right types of questions in your surveys, such as those related to customer demographics and friction points, will provide additional feedback that is critical for improving the overall buying experience.
Your customer support team plays a pivotal role in interpreting survey responses and implementing actionable insights. By leveraging the skills of your customer service team and continuously monitoring customer satisfaction levels through various types of surveys, you can address bad experiences promptly and foster stronger customer relationships. Ultimately, the goal is to create an amazing customer experience that boosts customer loyalty and sets your e-commerce business apart in a competitive market.
Ready to dive deeper into the world of marketing attribution? Our comprehensive report, "State of Marketing Attribution in E-commerce," is packed with valuable insights, real-world data comparisons, and actionable recommendations to help you enhance your marketing strategies.
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