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Customer loyalty survey template

Learn what keeps customers coming back, from the ones who already do

Four questions for customers on their third order: how likely they are to recommend your store, what brings them back, how they would split 100 points across perks and what would make them shop more often. Send it by email or share the link, and Usertick reads every written answer for you.

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What this customer loyalty survey tells you

A customer loyalty survey asks your repeat buyers why they return, so you can protect what works and spend a perks budget where it counts. This template asks four questions in a little over a minute: a Net Promoter Score, the reasons they come back, how they would divide 100 points across four perks, and an open question about shopping more often.

It is written for an email after a customer's third order, when buying from you has become a habit but is not yet a given. Usertick sends it to a contact list you build from your store's order counts, now or on a date up to 30 days ahead, and the score can be answered inside the email. The link also fits your own loyalty emails, and from Starter you can show it on your site to signed-in customers whose order count you pass with Usertick.identify().

Every written answer and typed Other reason is read as it arrives and filed under a category from your list, such as product quality or shipping and delivery, with a type, an urgency and a customer risk reading. Results shows the NPS with detractors, passives and promoters, the share of each reason to return and the average points per perk.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
An email after a customer's third order
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · NPS

How likely are you to recommend our store to a friend?

Why ask it
Recommending a store puts the customer's own name behind it, which makes NPS a good loyalty measure for people who already buy again. It comes first so it can be answered inside the email.
What you learn
Results shows the score, promoters 9 to 10 minus detractors 0 to 6, a bar of detractors, passives and promoters, the score per device, and a score line over time against the period before.
Make it yours
Select the detractors to read what those repeat buyers wrote. They are still ordering, which makes them the customers easiest to win back.
Question 2 of 4 · Multiple choice · Optional

What brings you back to us?

Why ask it
Repeat buyers come back for different reasons, and the answer tells you what to protect. A store that wins on delivery speed should think twice before it switches to a cheaper, slower carrier.
What you learn
Bars show the share and count of each reason, with typed Other answers listed. Select Prices to compare those customers' NPS with the ones who chose Product quality.
Make it yours
Add the reasons that set your store apart, such as an extended size range, a repair service or a local pickup point.
Question 3 of 4 · Points allocation · Optional

Divide 100 points across the perks you'd value most

Why ask it
Asked which perks they like, customers say yes to all of them. Splitting 100 points forces a choice, so you see which perk carries the most weight with the customers you already have.
What you learn
Results shows the average points per perk, so you can see whether free shipping or member discounts matter more before you fund either one.
Make it yours
List only perks you could actually offer, and keep it to four or five so the points stay easy to split.
Question 4 of 4 · Text · Optional

What would make you shop with us more often?

Why ask it
Loyal customers often know exactly what would bring them more often: a wider range in one category, a subscription, a faster restock. One open question collects those ideas in their words.
What you learn
Each answer appears with its sentiment and theme, filterable by theme, with up to 8 themes and their trends, and ideas are marked as ideas so you can read them together.
Make it yours
Read it beside question 1: a promoter's answer is often a small wish, and a detractor's answer often names the reason they might stop.

What the answers show

Results turns each question into numbers you can follow week by week.

How likely are you to recommend our store to a friend?

Your NPS from promoters and detractors, compared with the period before and split by device.

What brings you back to us?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Repeat customer in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Build the list from order counts

    Usertick doesn't count your orders, so export customers with three or more orders from your store, import them as a CSV and send from Usertick. Keep Skip people who already received this survey on.

  2. 02

    Follow up with promoters

    Promoters who wrote something warm are good candidates for a referral offer. On every plan, a workflow can send each response to Klaviyo or Mailchimp, where your own flows take it from there.

  3. 03

    Reach detractors within days

    Give each detractor response an owner in the inbox, and post them to Slack or Microsoft Teams with a workflow, so someone replies before the next order is lost.

  4. 04

    Repeat it once or twice a year

    Usertick has no recurring sends, so schedule the next round by hand. Keeping the same questions lets you see whether a new perk moved the score.

NPS surveysE-commerce surveysEmail surveysLoyalty and repeat purchase questions

More NPS templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
NPSNet Promoter Score (NPS)Measure how likely customers are to recommend you, and hear the reason behind each score. Send it every quarter by email or in the app to track loyalty over time.
NPSNPS deep diveGo beyond the score: see which parts of your service drive it and the one change that would raise it. Send it twice a year to customers who've been with you for three months or more.
CSATProduct reviewCollect star ratings and written reviews you can show on the product page, with an optional photo. Send it one to two weeks after delivery, once the product has been used.
NPSAfter the tripFind out whether travelers would recommend you and which parts of the trip made it. Email it two or three days after they get home.

Questions from the library

Browse the question library
  1. How likely are you to shop with us again?NPS · Loyalty and repeat purchase
  2. How many orders have you placed with us this year?Number · Loyalty and repeat purchase
  3. What brings you back?Multiple choice · Loyalty and repeat purchase
  4. Did the order arrive complete and in one delivery?Yes / No · Wholesale and bulk orders
  5. What is your part in the buying process?Multiple choice · Wholesale and bulk orders
  6. What would make ordering in bulk easier?Multiple choice · Wholesale and bulk orders

Frequently asked questions

Customers who have ordered at least three times, so the answers come from people who already chose to come back. First-time buyers belong in a first purchase survey instead.

No. Usertick doesn't watch your store's orders. Export the customers who reached three orders, import them as a contact list and send or schedule the survey from Usertick, or add its link to the email your store sends at that point.

Read what they wrote, reply personally and fix the issue they name where you can. Repeat buyers who score low are still customers, so a quick reply often keeps them.

Start from the average points per perk, then select detractors and promoters in turn to see whether both groups want the same thing. A perk both groups give many points to is the safest place to start.

Once or twice a year to the same customers, since loyalty moves slowly. Usertick doesn't repeat sends on its own, so schedule each round when you plan it.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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