Knowing what made a customer buy your product and whether they are satisfied with it or not can help businesses improve customer experience. Do you know why is it so important? If you are preparing a customer journey map, then the point at which the customer decides to make a purchase is the peak moment. It is highly important not because of the revenue you earn but the motives behind such a purchase can help you in your future business.
What is a Post Purchase Survey?
In simple terms, it is a survey conducted after a purchase by your customers to collect their feedback. You can ask from where did they heard about the brand, were the purchasing experience positive or negative, and would they recommend the product to their friends and family.
Importance of Conducting a Post-Purchase Survey
90% of consumers say their post-purchase experience is important to them as is the quality of products.
By consistently conducting post-purchase surveys, businesses can improve their customer service and provide personalized experiences to their customers. Some of the important points to ponder upon include:
Enhance customer satisfaction
Make your customers feel valued by conducting post-purchase surveys. When you take notice of customer’s preferences, opinions, and problems, they will tend to interact more with your brand and make purchases.
Analyze Pain Points
The surveys can uncover specific issues that are otherwise overlooked in the testing phase. A large number of customers daily interact with your brand and they might face different problems. Collecting post-purchase feedback will give you insights into such issues and resolve them as soon as possible.
Improve Your Services
Consider the survey as a brainstorming session to improve your products and services. When adding a question like ‘What is the one change you would like to have in our product,’ you will get innumerable answers and ideas that can take your services to another level.
Build Customer Loyalty
Let your customers come again by giving a positive experience. When they know the company is committed to its customers, they will be confident to buy more products. The customers will become primary advocates of your product and remain a hundred percent loyal.
Another Competitive Advantage
How about becoming a leader in your industry? Sounds nice, right? The direct interaction with the customers by keeping them engaged with your brand may acquire a better reputation for your brand. Always keep your customers posted with the brand so that they will choose you over anything and everything.
Try this Purchase Intent Survey Template to know what made the customer say yes to your product!
When and Where Exactly Should You Send Post Purchase Survey
When to Send the Survey?
After the customer has made a purchase, send:
- Immediate purchase feedback survey in 1 - 3 days from the date of their purchase to get fresh feedback.
- Follow up survey after 1 - 2 weeks from the purchase date so that the customer gets enough time to use the product.
- Service experience survey after the customer contacts your support team to know whether they are satisfied with the interaction.
Where to Send the Survey?
- Check-out page to collect their payment experience
- A personalized email to the customer’s inbox with a thank you message
- Website pop-ups to collect real-time feedback
- Direct SMS/Text message to get immediate feedback
- Social media DMs to get more engagement
Explore How SurveySparrow Can Facilitate Customer Experience With Post Purchase Survey Template
Using your post-purchase questions wisely just got easier, thanks to these wise features. Never miss a chance to charm your fans and boost retention and loyalty.
Customer Journey Map
Closely watch and compare each of your customer’s interactions with your brand. Get a visual idea of how your product has catered to their needs over a period of time. Correlate different aspects of your product like quality, customer support, checkout experience, and more. Build your brand to make it shopper-ready always. Find areas of improvement and initiate fixes before a customer churns. Clear picture, better relations!
Multi-Sharing Options
QR codes at your stores, SMS after online payments, website pop-ups after purchase – there’s more than one way to get your customer’s feedback. Flaunt uniqueness by sharing different URLs each time. Mail your customers or even interact on social media platforms to gauge experiences. Deliver convenience at their fingertips by sharing your post-purchase questionnaires on the preferred channel easily and hassle-free.
Matrix Questions
The one super cool and effective way to measure customer experience over different aspects while sticking to the same scale! With matrix questions, you’ll always know the exact emotion that guides a customer – extremely satisfied, least satisfied, or somewhere in between. Know exactly where you impress your shopper and where you need to improvise. Complicated post-purchase questions conveyed in a simple, precise manner!
Voice Transcription
No longer type responses to open-ended questions! Get your customers to record their opinions, from likes and dislikes to suggestions. Impress your clientele by facilitating real-time transcription of the recorded voice. While they talk and submit, all you do is read and act. A complete makeover to the traditional text questions, thanks to voice transcription.
Sample Post-Purchase Survey Questions
- Are you satisfied with your recent purchase?
- Is the product worth the money you spend?
- Do you feel the product is over priced? If yes, how much would you be willing to pay considering the specifications and quality of the product?
- Did you have a smooth purchasing experience or did you face any challenges using our payment platform?
- Was the product delivered within the actual time displayed while ordering?
- How would you rate the product packaging?
- On a scale of 1 to 5, how satisfied were you with the product quality?
- How would you rate the durability of the product?
- Would you recommend the product to your friends or family?
- How did you hear about us?
- Do you have any other suggestions regarding the product or the delivery process?
