Discover the post-purchase surveys that'll save your website 🔍 Evolving Strategies

EVOLVING STRATEGIES

This week’s opportunity to evolve your strategy

Discover the post-purchase surveys that’ll save your website

Post-purchase surveys have many benefits, including a higher chance more customers will fill out the survey right after they’ve bought a product. When a customer has finished making a purchase they’re in a state of happiness and therefore are in the mood to fill out a survey. The biggest benefit is you better understand the causes that supported the decision to buy, which can then be applied to other visitors.

With new customers it’s a great way to get as much info about them, why they bought, what was their problem, what were they looking for and what triggered them into buying.

For existing customers it’s a great way to learn about a new problem that was identified or an old problem that’s come back which your business solved. It also provides insights to why the customer chose to come back to buy from you. Was it the product? Was the customer experience unmatchable?

These insights will help you in building out a digital sales strategy that will drive more sales on your site.

Imagine you add a post-purchase survey to your site, and every customer that buys something is asked to complete this 5 minute survey. 40% of them do, and you get answers and information that you weren’t aware of before.

You never knew customers come to your site because they love the colour choices you provide, or the easy to re-buy option on your site. Now that you have this information, you can update your site and marketing approach for new products in 2024.

How to apply this:

What you should takeaway and apply to your digital sales strategy:

1. Ask the customer immediately after they get a confirmation email

2. Make the survey under 5 minutes

3. Provide a token of appreciation after the survey is completed

Ask the customer immediately after they get a confirmation email

The best time to ask the customer to complete a survey is right after they bought a product. They’re firstly focused on solving their problem and right after they’re in a happy state and in the mood to say ‘yes’ to your survey.

As soon as they receive the confirmation, have a pop up to ask for a response to your survey. It should be immediately after otherwise the customer will see the confirmation know their purchase is complete after they’ve read it and leave the site.

Make the survey under 5 minutes

Keep the questions to no more than 5 minutes and between 3-5 questions, the goal is to get them to complete the survey. Too long or too many questions and the customer will leave without completing.

Focus on the key pieces of information you want to take away that can be used to make improvements to your site. Use multiple choice questions where possible, and only 1 freeform answer so you can more easily categorize and isolate the information into groups. Making it easier to use the information and make updates to your digital sales strategy.

Provide a token of appreciation after the survey is completed

As a thank you, offer a freebie after they’ve completed the survey. It helps to improve the customer experience, make them feel like a valued customer and increase the chances they’ll come back to rebuy.

A few examples of tokens of appreciation:

• 15% off your next purchase

• A baseball hat

• Free upgrade

• 1 month free trial of XX

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