Post Purchase Path supports post purchase surveys where you can ask customers a quick question immediately after they place an order.
Survey uses
Post purchase surveys have a lot of uses.
- Ask customers how they heard about your business so you know what advertising and marketing is working best
- Ask customers how easy your store was to use for possible improvements
- Ask customers how likely they would be to recommend your store to others
- Ask customers what potential products they might be interested in buying in the future
- Ask customers to pick what slogan, tagline or headline appeals to them to determine your brand voice and future messaging
- Ask customers to rate how they feel about an issue relevant to your business (such as being carbon neutral, all natural or cruelty free)
Create a new survey
Select the Surveys tab and click the Add Survey link.
- Active checkbox: Check this box if you'd like this survey to be the one visitors see. You can only have one survey active at a time. Please note that if you select this on any survey and create or save the setting, it will automatically override whatever survey is currently active.
- Only show immediately after order: Check this if you only want to show customers the survey immediately after they place an order. This means it will not be visible if they return to the order confirmation page to check the status of the order later.
- Survey heading: This text is displayed in the header above the survey and it's a good way to grab attention.
- Survey question: This is the question you're asking your customers.
- Survey options: You can enter up to six survey options per survey. We recommend selecting at least two unless you're asking a yes or no or true or false question, in which case two options is sufficient.
- Show 'other' option: Check this box if you want users to be able to enter their own answer. Note
- 'Other' option label: This is the placeholder text in the field where users type their own answer.
- 'Other' submit button label: The text on the submit button when the 'other' option is active. Note that there is now submit button if the 'other' option is not active. Clicking an answer choice submits the survey automatically.
- Success heading: The message users see after submitting a survey.
Once you've finished entering your survey information, click Save. Remember that if you selected the survey to be active, it will immediately start becoming visible to users.
Editing a survey
Select the Surveys tab and click the question of the survey you'd like to edit. Make any adjustments to the survey and click Save. Note that if you check the active survey option when editing and save, it will become visible immediately with your new changes.
Please note that survey options' data is retained even if you rename one or more of them and the results column always reflects the current options. For example, if Option 1 is set to "Excellent" and you've collected 100 responses and then change Option 1 to "Poor," the results will continue to show 100 results for what is now labeled "Poor."
Because of this, we do not recommend making significant changes to survey options once you've started a survey. If you need to make significant changes to the options, we suggest creating a new survey or duplicating the current survey (even if it has the same question) in order to ensure the integrity of your data and save the existing data you've collected.
However, editing options is still provided so store owners can fix typos or make minor changes to an option's text while still keeping all of the data intact. For example, you might want to change the option "Magazine" to "Print Magazine" if you find users are confused about what the option means.
Duplicating a survey
To duplicate a survey, which can save you time if you want to ask a similar question but with different options or start a new data set, select the Surveys tab and then click the question of the survey you'd like to edit (if you have multiple surveys with the same question, using the "Created date" column is a good way to distinguish between them. Then click Duplicate.
This will create an exact copy of your survey, but will not carry over the response data. You can edit the information on the duplicate copy before saving.
Deleting a survey
Please note that deleting surveys is permanent and cannot be undone. Our support team cannot restore data deleted accidentally.
To delete a survey, click the Surveys tab and then click the question of the survey you want to delete. You can use the "Created date" column to help distinguish between surveys with the same question.
Scroll to the bottom of the page and click the red Delete survey button. Confirm you want to delete it in the window that appears. If you change your mind, click Cancel.
If you delete the currently active survey, be sure to make another survey active.
Activating or deactivating a survey
Our app lets you run one survey at a time. When creating a new survey, you can check the "Active" checkbox at the top of the page to make it active as soon as you save your work.
To tell which survey is activate, click the Surveys tab. Surveys with a grab "Inactive" label are inactive and not shown to customers. Not data is being collected. The survey with the yellow "Active" label is active and being shown to customers and collecting data.
You can also tell if a survey is active on the editing screen with the gray and yellow label next to the survey question near the top of the page.
To make another survey active, click the Surveys tab. Then click the question of the survey you want to make active. Check the box next to "Active" and click Save. This will immediately make this survey active and deactivate the previously active survey automatically.
Analyzing survey data
To see the results of a survey, go to the Surveys tab and then click the question of the survey you'd like to analyze. Basic response counts, views and response rate are shown on this page for at a glance analysis of how well your surveys are performing.
On larger screens, results appear in the right column. On smaller devices, they appear near the bottom of the page.
- Responses: The number of responses your survey has gathered over all time.
- Views: The number of times the survey has been shown to customers over the course of its life. Note that this number can be higher than your order total if you chose to let customers take the survey when they return to the order confirmation page to view order status, for example.
- Response rate: The percentage of customers who responded to the survey. This number may be rounded.
- Active: This indicates how long it has been since the survey was first created.
- Options: You'll then see a list of all the options in the survey, each with the name of the option, the current text shown to users for the option, the number of users who selected that option and the percentage of customers who submitted to the survey who chose this option (note this is not a percentage of the number of users who saw the survey and picked that option). Please note percentages may not total to 100% due to rounding.
- Other option: All "other" options are tallied together. The text users entered is then shown but we do not tally totals or percentages for each response.
- Export: Click this button to export your survey data as a CSV. This can be useful for creating a backup of your data or using a spreadsheet or other program for analysis.
- Reset: Clicking this button will reset all responses to this survey to zero. It will also cause the survey to begin showing again to all customers, even if you only chose to see the survey immediately after placing an order. We recommend this be used sparingly. Instead of resetting data, you can duplicate the survey and make changes to it and start over with no data or create a whole new survey.
It's important to note that surveys created via this app should not be considered scientific and any decisions you make based on them should be made in context with your own knowledge of your business, customers, audience, market and personal experience. The data we show you is mathematically accurate, but we have no way to knowing if the pool of people who saw or took the survey are representative of your target market, which is a key factor in obtaining truly scientific data.
However, our surveys are a great way to collect high level data from customers that can, in turn, be used as a component in making decisions about your business going forward.
Survey privacy
To ensure users' privacy and to comply with privacy regulations, we do not collect or link any survey responses to a particular user. The only way a survey response could be linked to a user is if they user opts to enter personal information in the "other" field, but we do not recommend this.