Frequently Asked Questions

General

How do I install the Gojiberry App?

Installing the Gojiberry Shopify App is easy. Simply go to the Shopify App Store, search for the Gojiberry app, click on the 'Install' button, and follow the installation prompts.

Is the Gojiberry Shopify App compatible with my store's theme?

Yes, the Gojiberry Shopify App is designed to work seamlessly with all Shopify themes. Whether you're using a free or paid theme, the app will integrate easily with your store. For the current features, no special step is needed in the theme editor.

Does the Gojiberry Shopify App offer customer support?

Yes, the Gojiberry Shopify App comes with comprehensive customer support. If you need any assistance with the app, either contact us directly via the chat box on our app, or simply contact our support team via email at support@gojiberry.app.

We are located in Tokyo, Japan so response time may vary depending on where you are reaching out. Our office hours are M-F 10am - 5pm JST, and we will process your inquiry within 1-3 business days.

Does Gojiberry work with Shopify Extensibility?

Yes, Gojiberry does support Shopify Checkout Extensibility

What file formats can we export data into?

You can now export survey data into a CSV format.

Is there a maximum survey length, in terms of questions asked?

No there are currently no limit to how many questions you can ask in a survey. To keep your response rates high, we recommend keeping the number of questions well below 10 questions.

Is there a maximum number of active surveys we can have simultaneously?

Surveys that display on the order status page can be displayed in multiples (you can have 2+ surveys running at the same time) on post-purchase. Surveys sent via link are not limited so you can have as many activated simultaneously.

Is developer coding required for installation/setup on Shopify?

No developer coding is required for installation / setup on Shopify. You can easily install Gojiberry and focus on collecting customer insights with a few button clicks!

Can your product be whitelabeled so my customers do not see that I am using your tool?

Yes, our current Gojiberry Plus plan offers the option to turn off the Gojiberry branding. Please see our pricing plans for more details.

Is there a maximum number of responses I can receive per survey, or is it tied to the plan level I have purchased?

There's no maximum limit of reponses tied to each survey, however there's a maxium limit based on the overall plan you have purchased. Please see the pricing plan page for more details (available from June 3rd 2024).

Is there a maximum number of total surveys I can have on my account?

No, there's no maximum of total surveys you can have on your account, you can create as many surveys as you wish.

Data & Privacy

What do you do with the data that you collect?

In order to comply with stricter privacy policies, Gojiberry does not save any of your customer's personal data on our servers. All customer data (such as names, email addresses, and purchase data) comes directly from our integration with Shopify. This means a more secure environment for your customers sensitive information, and less need for you to update your privacy policies. Please check our terms of service for details.

Where is the survey data stored?

Survey data is stored on our servers. However, customer's personal datas are not stored on our servers in order to minimize privacy concerns.

Pricing

How much does the Gojiberry Shopify App cost?

Gojiberry Shopify App will always have a free tier to support Shopify owners who are just starting out. For a limited time, all paid plans have up to 50% off lifetime discounts. For our official pricing plans, please refer to the pricing plan page.

Feature Specific

Does Gojiberry allow for surveys to show up before the order confirmation page?

Yes, Gojiberry does allow for surveys to show up before the order confirmation page. There are 2 ways to do it:

1) Pre-purchase survey: now you can create a pre-purchase pop-up on your store front and capture data from visitors to your Shopify store front.

2) QR code & Survey Link: you can collect survey answers by copy pasting the link into your "Thank you for purchase" email, print the QR code alongside product inserts, and give out survey incentives via social media!

Can the multi-question survey be directly embedded on the checkout page?

Yes! Currently multi-question surveys are directly embedded on the checkout page.

Can I customize my survey into another language?

Yes! You can now fully customize the UI of your entire survey into any language of your choosing. You can customize not only the content of the survey, but also the instruction texts as well as texts on the buttons to fit the overall tone and branding of your store.

Do you have pre-built survey templates we can start from?

Yes we do have a number of pre-built survey templates catered to e-commerce stores, including marketing attribution, NPS score, etc

Can I collect surveys through email, SNS, with data linked to Shopify customer accounts?

Yes you can collect surveys through email, sns, and even physical product inserts. Everytime you create a survey, you have the option to copy an external link and distribute it however you like. In order for the survey data to link to your Shopify customer account, your customer must provide their email address upon answering the survey, and that email address needs to match the email address they used for their Shopify account in order for us to link it.

Will survey responses be related to my customer's Shopify Customer Accounts if they are logged into my website?

For surveys displayed directly via the Thank You page, the responses are directly linked to your customer's Shopify customer account. For surveys sent via link or QR code, the data will be correlated with their customer data if the email address they have provided match the email address they have used to log into their Shopify account.

How can I create automations for surveys to be sent out?

You can create survey email automation by inserting the survey link into your email client's automation email. Or you can setup a Shopifly flow connection with your mail client and then setup an automation on your mail client. Please see Gojiberry's documentation for more details.

Can I create mobile responsive surveys, whether they live on the website or are accessed via a link?

Yes our surveys are mobile responsive whether they are live on website or accessed via smartphone.

Will survey responses related to an order be shown?

Yes, survey responses related to an order will be shown. You can check individual survey responses corresponding to order ID as well as AOV (average order value) associated with survey response options.

I tested my survey on my store front, and I want to delete my test data from my responses. Where can I do that?

You can delete individual survey responses by clicking "open project" on your project dashboard > scroll all the way down to "Response" section > view response > delete submission (button on the bottom right).

I wanted to add text input to my survey, but I can't see an option to do so. How can I add text block answers?

Text input format is only available in multi-question surveys. If you wish to create a 1 question survey but have your customers answer in text form, please select multi-question survey instead of 1-click.

What is the difference between 1-click survey and multi-question survey?

1-click survey is designed by Gojiberry to optimized for high response rate, and by removing the friction usually associated with long or complicated surveys. Your customers can literally complete the survey in 1 single click. Limitations: you can use question types such as NPS score but not text box answers (which requires more effort than 1-click). There's also no incentive options in 1-click survey.

Multi-question survey is designed to collect more detailed / complex information through asking several questions. You can award your customers with custom coupons or points by completing a longer survey. The survey question orders can be randomized to avoid bias. This method currently does not include the NPS question type.

How do I set up point rewards for my customers after they have answered my survey?

You can set up easyPoints integration easily and quickly with this Shopify Flow template. Please note that this integration is currently only available in Germany, Japan, Singapore, South Korea, and the United Kingdom.

If you prefer to set this up manually, follow these steps

Make sure both Shopify Flow and easyPoints are installed in your store.
Within the Shopify Flow app, select "Create Workflow" and choose "Select Triggers".
Under "Installed App Triggers," find Gojiberry and select "Survey Sent."
Under Trigger Cards, select "Next" and then "Actions".
In the Action list, find "easyPoints" and copy the Point Value variable and enter it in the "Point Value" field.
Turn on the workflow and return to the Gojiberry dashboard.
Turn on the survey and points will be awarded when participants complete the survey.

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Problem Specific

My currency amount for the coupon is displaying weirdly in the survey.

This might have something to do with your theme setting or other currency plug-in you have installed that would affect font displays. Please check to see what other apps you have installed currently that might affect your display setting. Should your problem still occur, please feel free to reach out to us at support@gojiberry.app, we’d be happy to help you troubleshoot.

I am testing my survey on my store front, but I cannot see the survey showing. Is it broken?

Gojiberry surveys are set to display once per session. If you test and answered your survey on the first try in the same session, you won't see the survey display again. The best way to test your survey is to use an incognito browser, and make sure to open a new browser window if you wish to test the survey again.

The number of post-purchase survey impressions doesn’t match the number of sales I am getting, why is that?

The conditions for our survey display are:

If a user responds to a survey, they will not see the survey anymore in future purchases (ie. Repeaters won’t see the same survey again).
Our survey displays on pages with URLs that include "/order/", or the combination of "/checkouts/" and "/thank_you
Our surveys require a customer ID and will not display if that is missing. This happens for example when an order is created directly from the admin dashboard.

Therefore, the number of impressions will not match exactly the number of sales on your Shopify store.

My response rate for multi-question surveys is low, is there any way to help improve that?

There could be several reasons why your response rate is low. Check the following to see if you are following the best practices:

Did you offer any incentives to your customers? Our studies have shown that the general survey participation rate hovers around 2% without incentives, and goes up 5x to 10% if some incentives are given.
Are your survey questions completely unrelated to each other? We found that keeping the question relevant can help with an increased response rate.
Be sure to check out the following helpful tips when writing a survey:
- How to Use Post-Purchase Surveys to Improve Customer Satisfaction
- 5 Tips for Writing Effective Post-Purchase Survey Questions
- Top 4 Survey Templates for Enhancing E-commerce Sale

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