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Loyalty program survey template

Learn why members joined, while the welcome reward is fresh

Three questions for the moment someone joins your loyalty program: what made them join, how they rank five rewards and how they want to track their points. Use it as it is or change any question, and Usertick reads every typed Other answer for you.

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What this loyalty program survey tells you

A loyalty program survey asks new members why they signed up and what would keep them using it, before the program becomes one more card in a drawer. This template asks three questions in about 40 seconds: the main reason for joining, a ranking of five rewards from discounts to members-only products, and how members want to keep track of their points.

It is written for a popup right after someone joins, on the welcome page of the program or as the join form is sent. A page rule on the welcome page works on every plan, and from Starter, or on 1 survey on Free, the form submit trigger or a custom event from your code opens it the moment the form goes through. The same survey runs as a link in your welcome email.

Every typed Other reason is read as it arrives and filed under a category from your list, with a type and an urgency. Results shows the share of each reason for joining, the average place of each reward and the share who want to track points in each place, each compared with the period before. Select a reason in question 1 to see how those members rank the rewards.

On your websiteAs a linkIn an emailAs a conversation
Questions
3
Time to answer
Under a minute
Written for
A popup right after someone joins the loyalty program
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.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

The 3 questions, one by one

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

Question 1 of 3 · Multiple choice

What made you join the program?

Why ask it
The reason someone joins tells you what the program is worth to them: points on this order, a welcome reward or free shipping. It shows which part of your offer does the recruiting.
What you learn
A donut shows the share and count of each reason, with typed Other answers listed, and over time as stacked shares, so a change in the welcome reward shows in the next period.
Make it yours
Match the options to what your program offers at signup, and keep A friend told me about it if you run referrals.
Question 2 of 3 · Ranking · Optional

Rank the rewards you care about most

Why ask it
Members like every reward when asked about one at a time. Ranking five against each other shows which one you could cut and which one deserves more budget.
What you learn
Results shows the average place of each reward, so you can see whether Discounts or Free shipping sits at the top and which reward ends up last.
Make it yours
Rank only rewards you could offer, and keep the list to five so members can order it on a phone.
Question 3 of 3 · Multiple choice

How would you like to keep track of your points?

Why ask it
Points nobody can find are points nobody uses. Knowing where members want to check their balance tells you whether to build an account page, add points to emails or print them on receipts. The answer also shows which channel members already expect to hear from you on.
What you learn
A donut shows the share and count of each option, so you can see whether In my account or By email is the place to start.
Make it yours
Drop In the app if you don't have one, and add any place your members already look, such as the order confirmation email.

What the answers show

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

What made you join the program?

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.

How would you like to keep track of your points?

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.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Loyalty program signup 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

    Open it the moment they join

    From Starter, or on 1 survey on Free, use the form submit trigger on the join form or a custom event such as Usertick.trigger("loyalty_joined"). Without these triggers, a page rule on the welcome page with the page load trigger does the same job.

  2. 02

    Ask each member once

    The survey shows until a member answers, so each person is asked one time. Keep it that way, since the question is about why they joined.

  3. 03

    Recheck rewards after changes

    When you add or drop a reward, compare the ranking with the period before to see whether new members noticed.

  4. 04

    Add an open question if needed

    The template has no written question. Add an optional one, such as what would make the program worth using, and Usertick reads every answer as it arrives.

Onboarding surveysE-commerce surveysWebsite surveysLoyalty and repeat purchase questions

More onboarding templates and questions

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

Templates

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OnboardingFirst purchaseLearn what made a new customer try you, how the first order felt and what they'd like to hear about. Show it on the confirmation page of a first order.
OnboardingOnboarding feedbackLearn how the first steps in your product felt, what new users came to do and where they got stuck. Trigger it when someone finishes setup or on their third day.
OnboardingTime to valueFind out how long new customers take to get real value from your product and what slows them down. Send it 30 days after signup.
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.

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. Which tier are you in right now?Dropdown · Loyalty tiers and points
  5. How worthwhile does your tier feel?Big scale · Loyalty tiers and points
  6. Which perks do you actually use?Multiple choice · Loyalty tiers and points

Frequently asked questions

Right after they join, while the reason is fresh. On every plan, show it on the welcome page; from Starter, or on 1 survey on Free, open it from the join form with the form submit trigger.

Yes, by link or QR code. Print the survey's QR code on the receipt or at the register, or send the link in your welcome email.

Put the most budget behind the reward with the best average place and look again at the one that ranks last. Select a reason for joining to see whether members who came for free shipping rank rewards differently.

Two or three. The member just filled in a form to join, so this template asks three and takes about 40 seconds.

On every plan, a workflow can send each response to Klaviyo as an event or tag the member in Mailchimp, so the reward they rank first can shape the emails they get.

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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