Loyalty questions that show why shoppers order again
Ask repeat shoppers what brings them back, which perks they value and how they would spend their points. Each question below comes with when to ask it and what the answer tells you.
What customer loyalty survey questions tell you
Customer loyalty survey questions ask your repeat shoppers why they keep ordering, how often they buy and what your rewards program does for them. Knowing which reason holds shoppers, from price to service, tells you what to protect when you change prices, carriers or the range.
Ask them of shoppers with at least one order behind them, by email to your customer list or with a survey inside the account page. A few weeks after an order works well. Pick four or five: the score, what brings shoppers back, one rewards question and the open question for the end.
Each written answer gets a category, a theme, a type such as idea or praise, and a sentiment. Selecting an answer in Results filters the whole page, so you can read the members of your rewards program on their own, or only the shoppers who order every week.
- Questions
- 13
- Best asked
- A few weeks after a repeat order
- Industry
- E-commerce
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 loyalty and repeat purchase questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Whether shoppers will come back
Start with the score and how shoppers feel about the brand, then ask what would keep them for good.
- 01NPS
How likely are you to shop with us again?
A Net Promoter style score for shopping again. Ask it a few weeks after an order. Results shows promoters, passives and detractors, and the score per device, so mobile shoppers can be read on their own.
- 12Emoji
How do you feel about our brand today?
A row of faces for how the shopper feels about the brand today. Ask it at the same point each quarter and compare with the period before in Results.
- 11Yes / No
Have you recommended us to someone?
A yes or no for word of mouth. Shoppers who give a high score for shopping again and have already recommended you are the ones to ask for a review.
- 09Text
What would make you a customer for life?
An open question for the end of the survey. Answers arrive with a theme and a sentiment, so ideas about service, range or rewards are easy to sort and share with the team.
How and why they shop with you
These questions split regulars from occasional shoppers, so every other answer can be read by how much each shopper buys.
- 02Number
How many orders have you placed with us this year?
The number of orders this year, typed by the shopper. Results shows the median and the middle half. Use it to tell occasional shoppers from regulars before reading their other answers.
- 10Dropdown
How often do you shop with us?
How often the shopper buys, from weekly to a first order. Read the score for shopping again by frequency, since a low score from weekly shoppers matters more than one from a first order.
- 03Multiple choice
What brings you back?
One reason per shopper, from quality to customer service. The donut shows the share of each, the thing to protect when you change prices, carriers or the range.
Rewards and perks
Ask members how the program works for them and what they value, before you change points or perks.
- 04Yes / No
Are you a member of our rewards program?
A yes or no that splits rewards members from everyone else. Filter by Yes to compare members with the rest, and use logic to skip the points questions for shoppers who aren't members.
- 07Big scale
How much do rewards influence where you shop?
How much rewards sway where the shopper buys, on a scale of 1 to 10. A column per step in Results shows whether your program is a reason to shop or a bonus on top.
- 08Customer effort
How easy is it to use your points?
A customer effort score for redeeming points, asked only of members. A low average explains points that pile up unused, and the open answers may name the step that gets in the way.
- 05Ranking
Rank the perks you value most
Shoppers put the perks in order, from free shipping to a birthday gift. Results shows the average place per item, which helps when a perk costs more than it brings.
- 06Points allocation
Split 100 points across what would keep you loyal
Shoppers split 100 points across five reasons to stay. Results shows the average points per item, so you can see how much weight price carries against delivery, rewards or new products.
- 13Points allocation
How would you spend 100 reward points?
Shoppers spend 100 reward points across discounts, delivery, early access, gifts and a donation. The average points per item show what a reward is worth to them before you redesign the catalog.
Tips for asking about loyalty and repeat purchase
Small choices that get honest, useful answers.
- 01
Ask shoppers with a history
Send the survey to shoppers with at least one past order. A first time buyer can't yet say why they come back.
- 02
Split members from everyone else
Ask whether the shopper is a rewards member early, and use logic to skip the points questions for the rest.
- 03
Keep the core questions each quarter
Ask the score and the main reasons the same way from one survey to the next, so each Results card compares fairly with the period before.
- 04
Act on the open answers
Give praise and complaints an owner in the inbox, and pass the ideas for rewards to whoever runs the program.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about loyalty and repeat purchase
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A few weeks after an order, or once a quarter to your customer list. Usertick sends to a contact list now or on a date up to 30 days ahead, and each send is set up on its own.
Shoppers with at least one past order. Select an answer to the question about how often they shop, and Results shows only those shoppers.
Start with the score for shopping again, what brings shoppers back and the open question about becoming a customer for life. Add the rewards questions if you run a program.
Yes. On every plan, workflows reach Klaviyo, HubSpot, Google Sheets or a webhook.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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