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Post-purchase survey template

Hear how buying went, the moment the order is placed

Five short questions for the order confirmation page: how easy checkout was, what almost stopped the order and, from first-time buyers, where they found you. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this post-purchase survey tells you

A post-purchase survey asks buyers about the purchase while it is still on their screen. This template keeps it to five questions and about a minute: a score for checkout, the reason that nearly stopped the order, and, for first-time buyers, where they first heard about you.

It is written for the page that confirms the order, where the survey sits inside the page under the order summary. The same template also runs as a link in your receipt, in an email after delivery or as a conversation, so you can ask wherever your store allows.

Every written answer is read as it arrives and filed under a category from your list, such as checkout and payment or shipping and delivery, with a type and an urgency. Results compares the checkout score with the period before and shows the share of each reason.

On your websiteAs a linkIn an emailAs a conversation
Questions
5, and returning buyers skip one
Time to answer
About a minute
Written for
The order confirmation page, inside the page under the order
Plans
Every plan, the free plan included

See it where your buyers answer

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

Inside the confirmation page

Place the survey inside the page under the order summary, and a page rule such as an address that contains /thank-you keeps it to that page. It shows as soon as the page loads and has no close button. On a single-page checkout, open it from your code when the order completes, from Starter or on 1 survey on Free.

Shopify's checkout, thank you and order status pages don't run website surveys, so a Shopify store asks by link or by email instead.

The 5 questions, one by one

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

Question 1 of 5 · Customer effort

How easy was it to complete your purchase?

Why ask it
Checkout is the step buyers just finished, so the score is fresh. A customer effort scale from very difficult to very easy measures friction rather than general happiness.
What you learn
Results shows the average on the 1 to 7 scale and the share who found it easy, against the period before and by device, so a checkout that works on a laptop but not on a phone stands out.
Make it yours
Keep it first. A one-tap score is the easiest way into the survey, and in an email it can be answered inside the message.
Question 2 of 5 · Multiple choice

Did anything almost stop you from buying today?

Why ask it
Buyers who finished the order still remember what nearly stopped them, such as the shipping cost, the delivery time or a missing payment method. Visitors who left without buying often had the same reasons.
What you learn
The share of each reason, with every typed Other answer listed beside the chart. Select a reason to narrow the whole page to those buyers and read what else they said.
Make it yours
Match the options to your store. Add the reasons your support team hears most, and keep No, it was easy as the first option.
Question 3 of 5 · Yes / No

Is this your first order with us?

Why ask it
It splits new buyers from returning ones in one tap, and it decides which question comes next.
What you learn
Select Yes or No in Results to compare checkout scores and reasons for first orders and repeat orders.
Make it yours
Keep the skip, so returning buyers answer four questions and never see the source question.
Question 4 of 5 · Multiple choice

How did you first hear about us?

Why ask it
Analytics shows the last click. A first-time buyer can tell you about the friend, the podcast or the review that came first, while the order is fresh.
What you learn
The share of each source over time, with the typed Other answers beside it, so word of mouth and offline sources get numbers of their own.
Make it yours
Use the names your buyers know, such as your podcast, a marketplace or a local event, and add them as options.
Question 5 of 5 · Text · Optional

What's one thing that would make your next order better?

Why ask it
One open question at the end catches what the options missed, in the buyer's own words.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme from your list, marks it as a complaint, an idea or praise, and flags the urgent ones, in any language.
Make it yours
Keep it optional, so a buyer in a hurry still sends the first four answers.

What the answers show

Results turns each question into a number you can follow week by week.

Checkout ease against last month

The average checkout score and the share of easy answers, compared with the period before, for laptops and phones.

What almost stopped each order

The share of each reason with its count. Select The shipping cost to see only those buyers and what they wrote.

Where first-time buyers came from

The share of each source, so word of mouth and podcasts sit beside search and ads.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so a failed payment reaches your support team before a wording idea does.

Use this template in four steps

From the template to answers on your confirmation page.

  1. 1

    Open the template

    Sign up free and pick Post-purchase 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 keep the skip for returning buyers.

  3. 3

    Choose where it shows

    Place it on your confirmation page with a page rule, open it from your checkout with an event, or copy its link for your receipt and packing slip.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as buyers 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

    Ask after every order

    The survey shows until a buyer answers once. Set it to show again after a wait, or on every visit, when each order should be asked.

  2. 02

    Keep the purchase and the product apart

    Ask about buying on the confirmation page and about the product after delivery, as two short surveys.

  3. 03

    Ask about the source once

    Keep the skip in place, so only first orders get the question about where they heard of you.

  4. 04

    Tag every link

    Add ?utm_source= to each link and QR code, so every answer keeps the place it came from.

  5. 05

    Reply to the unhappy ones

    Give every low score and complaint an owner in the inbox, and answer within a day.

  6. 06

    Read the reasons each week

    Compare the share of each reason with the week before, and fix the step that keeps coming back.

Post-purchase surveys guideE-commerce surveysWebsite surveysCheckout and purchase questions

More templates and questions for after the order

Templates for delivery, first orders and repeat buyers, and single questions from the library to add to this one.

Templates

Browse all templates
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.
CSATCheckout experienceFind where checkout causes friction and what nearly made shoppers leave. Show it on the order confirmation page, once per customer.
CSATDelivery experienceFind out how the delivery went, whether the order arrived in good condition and how the carrier did. Send it a day after tracking shows the order as delivered.
CSATSize and fitCollect fit feedback that cuts returns and helps the next shopper pick the right size. Send it a week after delivery for clothing and shoes.

Questions from the library

Browse the question library
  1. How likely are you to buy from us again?NPS · Ecommerce
  2. Was the checkout process easy?Yes / No · Ecommerce
  3. What stopped you from completing your order?Multiple choice · Ecommerce
  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

Show it on the order confirmation page for questions about buying, and send a second survey a few days after delivery for questions about the product and the parcel. This template covers the first moment.

Yes. Templates come with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes, by link or by email. Shopify's checkout, thank you and order status pages don't run website surveys, so put the survey's link in your order or shipping email, print its QR code on the packing slip, or send it from Usertick after delivery. Website surveys run on the rest of your Shopify store.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the skip. Add more languages from Starter.

Three to five. This template asks five, and returning buyers answer four, so it takes about a minute.

No. A buyer who answers No to Is this your first order with us? goes straight to the last question.

Yes, on every plan. A workflow posts urgent answers to Slack or Microsoft Teams, adds each answer to a Google Sheet, or tags the Shopify customer through Zapier. Klaviyo can also get an event on the buyer's profile when the answer has their email.

No. The script loads without blocking the page, and the page keeps working if Usertick can't be reached.

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  • 150 responses a month on Free
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