Providing a great customer experience is key to driving loyalty, positive reviews, and repeat sales. But how do you really know if your customers are happy? The best way is to simply ask them through a post-purchase survey.
Customer experience surveys allow you to gather in-depth feedback directly from your buyers on what went well, what needs improvement, and how you can keep delivering amazing service. When crafted thoughtfully, these surveys provide a goldmine of insights to help optimize operations and keep shoppers coming back.
If you’re using a platform like RaveCapture to streamline your customer feedback process, you’ll want to include a mix of these proven survey questions. Let’s dive into 10 questions every ecommerce store should ask:
1. “How would you rate your overall experience with our product/service?”
This overarching rating question helps you quickly gauge general customer satisfaction levels. Use a 1-5 or 1-10 scale, and provide an open comments field for elaboration.
2. “Did your order arrive on time and in good condition?”
Shipping and fulfillment are critical for ecommerce. This yes/no question flags any delivery issues you should address, with space for details.
3. “How easy was it to find the information you needed on our website?”
Website user experience impacts conversions. Identify areas for better product info, navigation, etc. based on their rating and feedback.
4. “How responsive and helpful was our customer service team?”
Support is vital for driving positive experiences. Measure how well your agents assisted with issues, questions, etc.
5. “What did you like most about your purchase from us?”
Hear directly what’s resonating with buyers about your products/brand to keep doubling down on strengths.
6. “What could we have done better to improve your experience?”
This open-ended question allows shoppers to highlight blindspots and share constructive criticism.
7. “How likely are you to purchase from us again in the future?”
A key metric for gauging loyalty, repurchase intent hints at customer lifetime value potential.
8. “How likely are you to recommend our product/company to others?”
Net Promoter Score questions reveal brand ambassadors who will boost referrals and word-of-mouth for you.
9. “Did you look at or watch any customer photos/videos before purchasing?”
For ecommerce brands using visual UGC, see if it influenced buying decisions and prioritize it accordingly.
10. “Do you have any other comments, concerns, or suggestions?”
Wrap up with an open field for shoppers to freely give feedback you may have missed.
Don’t stop there! Ecommerce is dynamic, so update questions regularly as your business evolves. And remember, acting on the insights is what really counts.
By incorporating these powerful survey questions, you’ll gain clarity into what motivates shoppers and how to craft unbeatable ecommerce experiences. Look for patterns and opportunities in the responses to keep delighting your customers at every touchpoint.
From pre-purchase research to delivery delight, delivering a standout customer experience is the best way for ecommerce brands to boost loyalty, sales, and growth. Start gathering valuable feedback today.