Turn every purchase into a lasting impression! Measure customer satisfaction and learn more about their shopping experience with this post-purchase satisfaction survey template.
Use this template to uncover what customers loved and where they encountered challenges in their buying journey. Capture quick, valuable feedback on their experience, motivations, and expectations—empowering you to create a smoother, more satisfying experience for their next visit.
2
2
30 secs
This section includes two essential questions to capture honest feedback from customers about their recent purchase experience. These simple questions in the post-purchase satisfaction survey template are designed to reveal valuable insights with minimal effort from the customer.
1. How satisfied were you with your recent purchase experience?
This question goes right to the heart of customer satisfaction, helping you understand the immediate reaction customers have after their purchase. Knowing their satisfaction level at this crucial point in the customer journey allows you to gauge if your product or service met their expectations.
2. Please provide any specific feedback or comments about your recent purchase/service experience.
Here’s your chance to uncover the “why” behind customer satisfaction—or dissatisfaction. This open-ended question encourages customers to share specific experiences, good or bad, that might not be covered in other questions. Often, these comments highlight areas you may not have considered, helping you fine-tune the experience and better meet customer needs in the future.
Each of these question categories explores an essential aspect of the customer journey, helping you collect valuable insights through the post-purchase satisfaction survey template. These questions allow you to capture customer feedback that can improve your offerings and strengthen your relationship with each customer.
Why it matters: Understanding your support team's effectiveness is crucial. Great support builds trust and loyalty, while gaps can deter repeat business. These questions help reveal where your support team excels and identify areas for improvement.
How satisfied were you with the help provided by our support team?
Was your issue resolved in a timely manner?
Why it matters: Evaluating whether product quality aligns with customer expectations helps retain and delight customers by ensuring your product lives up to its promise.
Did the product meet the quality you expected based on its description?
How satisfied are you with the product’s overall quality and performance?
Why it matters: A smooth and user-friendly checkout process leads to higher satisfaction and fewer cart abandonments. This template helps you gather valuable feedback on how easy and convenient the purchase process was for your customers.
How easy was it to complete your purchase?
Were the payment options convenient and suitable for you?
Why it matters: Keeping customers informed throughout the order process fosters trust and reduces uncertainty. Use these questions to measure if your communication meets customer expectations.
Were you satisfied with the frequency and clarity of our order updates?
Did you feel well-informed about the status of your order throughout the process?
Why it matters: Customers increasingly value brands that reflect their own principles, such as sustainability or innovation. These questions help assess if your brand’s values resonate with your customers.
How important are our brand values (e.g., sustainability, innovation) in your purchase decision?
Does our brand’s commitment to these values meet your expectations?
Why it matters: A seamless returns process directly impacts customer loyalty. A positive experience with returns makes customers more likely to buy again.
Was it easy to understand and use our return and refund policy?
How satisfied were you with the timeliness of the refund process?
Why it matters: Product availability plays a major role in overall satisfaction, as stock issues can lead to disappointment. These questions help you identify whether inventory meets demand and satisfaction levels.
Was the product you wanted readily available at the time of purchase?
Did you experience any delays with your order?
This post-purchase satisfaction survey template is designed to help you quickly capture valuable feedback from customers after a purchase. Follow these steps to tailor and distribute the survey, so you gather insights that enhance customer satisfaction and drive long-term loyalty.
Edit the Template: Begin by reviewing the two core questions included in the template, which are crafted to capture overall satisfaction and invite specific feedback on the customer experience. If desired, add a few targeted questions relevant to your business, such as feedback on delivery experience or product expectations, to get even more specific insights.
Customize the Template: Personalize the survey with your branding—add your logo, adjust colors, and fine-tune the wording to match your brand’s voice. By customizing these elements, you create a consistent experience that reflects your brand and makes the feedback process seamless for customers.
Preview and Adjust the Template: Use the preview feature to see how the survey will look to customers. Confirm that the layout, question flow, and overall presentation are smooth and engaging. Small adjustments here can make the survey feel effortless to complete, increasing the likelihood of high-quality feedback.
Share the Survey: Once finalized, share the survey using channels that fit your audience best, such as email, website pop-ups, SMS, or in-app messages. Sending the survey shortly after the purchase maximizes response rates, ensuring you collect immediate feedback while the experience is fresh in your customers' minds.
Automation: Set up automated distribution of your post-purchase survey based on specific triggers, like order completion. This helps you collect immediate feedback at the ideal moment, ensuring that customers can quickly share their experiences while they’re still fresh.
Integration: Connect survey data to your CRM or analytics tools, such as Salesforce, Zendesk, Freshdesk, or HubSpot, allowing you to centralize post-purchase feedback. These integrations make it easier to track customer satisfaction trends and apply insights directly within your existing workflows, ensuring seamless access to valuable feedback.
Analysis: Use the survey’s built-in analytics to assess responses, identify pain points, and gain actionable insights. Analyzing this feedback regularly allows you to continuously improve the post-purchase experience and enhance overall satisfaction.
Post-purchase feedback is invaluable for many industries, providing insights that help improve customer satisfaction and loyalty. Here’s how different sectors can use a post-purchase satisfaction survey template to capture feedback that truly matters.
Why It’s Important: In eCommerce, every customer interaction matters, from product browsing to checkout. Collecting post-purchase feedback helps online stores understand the quality of their product descriptions, ease of the checkout process, and if the product met expectations.
What to Measure:
Product Descriptions: Were they clear and accurate?
Checkout Experience: Was the process simple and smooth?
Product Satisfaction: Did the product live up to expectations?
Choosing the right channels to distribute your post-purchase satisfaction survey template is essential for gathering valuable insights from customers. Here are some effective ways to engage customers and capture meaningful feedback.
Sending post-purchase surveys directly to a customer’s inbox creates a personalized experience. With email automation, you can ensure the survey reaches customers promptly after purchase. Personalizing the email with their name and recent purchase details makes it more engaging and relevant.
Benefits:
Highly customizable for individual customers.
Enhanced response rates with a personalized touch.
Ideal for detailed, thoughtful feedback.
In-app surveys seamlessly capture feedback within your app or website in real time. By strategically placing feedback widgets—such as pop-ups or embedded surveys—at key moments, you can collect immediate insights on specific interactions, like after checkout or exploring new features.
Benefits:
Smooth, real-time feedback collection.
Non-intrusive and well-timed for relevance.
Effective for capturing insights at precise touchpoints.
For quick, on-the-go feedback, SMS surveys are highly effective. Sending a short survey link via text allows customers to respond immediately after purchase. Including the SMS survey with a digital receipt encourages timely participation.
Benefits:
Instant response collection.
Easy to complete on mobile, enhancing accessibility.
Great for quick, focused feedback.
Social media offers an interactive way to gather post-purchase feedback. Posting surveys directly on platforms where customers already engage is convenient and fun. Visuals, polls, or story features make the survey process more enjoyable, fostering a sense of community.
Benefits:
Broad reach with an already-engaged audience.
Interactive features like polls encourage participation.
Builds trust by inviting open, public feedback.
Embedding surveys directly on your website allows for easy access to feedback collection. Strategically place prompts on pages like checkout or product pages to capture specific feedback on the experience. Timing is key—engage users when feedback feels natural.
Benefits:
Context-specific feedback.
Engages customers while they’re active on the site.
Flexible placement for insights on specific steps or features.
QR codes on receipts or packaging offer a convenient, innovative way to gather feedback. Customers can scan the QR code to access the survey easily. Adding incentives, like a discount on the next purchase, boosts engagement and increases participation.
Benefits:
Easy access via smartphone scanning.
Can improve response rates with incentives.
Ideal for later feedback, allowing customers to participate at their convenience.
Post-purchase feedback offers valuable insights that help businesses improve and keep customers happy. Here’s how this feedback can make a difference:
Smooth Out the Buying Process - Feedback helps you spot any issues in the buying journey, so future purchases are easier and faster.
Make Products and Services Better - By listening to what customers think, you can make meaningful updates that match their needs.
Create More Relevant Marketing - Understanding customer preferences lets you tailor messages that feel more personal and engaging.
Build Lasting Customer Relationships - Addressing feedback shows customers you care, making them more likely to shop with you again.
Improve the Overall Experience - Learning about any pain points helps you create a smoother, more enjoyable journey for customers.
Increase Brand Loyalty - Happy customers are more likely to return and recommend your brand to others.
Make Smart Business Decisions - Feedback provides real insights, helping you make choices that truly benefit your customers.
Refine the Checkout Experience - Feedback on the checkout process helps you make it quicker and easier, boosting satisfaction.
This template is specifically designed to capture customer feedback immediately after a purchase, focusing on aspects like satisfaction with the product, checkout process, and delivery experience. Unlike general surveys, it zeroes in on the critical post-purchase phase, allowing you to gain valuable insights into how customers feel right after buying from you. This targeted approach helps identify specific improvements that enhance the overall satisfaction with your brand.
A wide range of businesses, including eCommerce stores, retail shops, subscription services, and hospitality providers, can benefit from this post-purchase satisfaction survey template. Any business that wants to understand the customer experience following a purchase will find this template useful. The survey is adaptable, so you can customize questions to suit your industry’s specific needs, whether it’s gathering feedback on a recent stay, a product, or a subscription service.
Yes, the template is fully customizable. While it includes essential questions to gauge customer satisfaction, you can easily add or modify questions to gather feedback on specific areas of interest. For example, if you want insights into your delivery process or product packaging, you can add questions about these aspects. This flexibility makes it easy to collect feedback that aligns closely with your business goals.
Answer: Once feedback is gathered, Zonka Feedback’s analytics tools allow you to organize, review, and analyze the survey data to spot trends and identify actionable insights. You can filter responses by satisfaction level, frequency of specific comments, or any pain points noted by customers. This survey data helps you make informed, data-driven decisions to improve areas like customer service, product quality, or the checkout experience.
To maximize survey responses, it’s best to send the post-purchase survey soon after the transaction when the experience is fresh in the customer’s mind. Channels like email, SMS, or in-app notifications are effective for timely delivery. Keep the survey short and focused to encourage completion, and consider adding an incentive, such as a discount on a future purchase, to further boost participation.
Web Surveys%201.svg)
Email Surveys%201.svg)
SMS Surveys
WhatsApp Surveys%201.svg)
In-App Feedback%201%20(1).svg)
In-Product Feedback%201.svg)
Offline Surveys.svg)
In-App Mobile SDK
.svg)
%201%20(1).svg)
.svg)
.svg)
Salesforce 
HubSpot
ActiveCampaign
Pipedrive
Mailchimp
Zendesk 
Intercom
Freshdesk
HelpScout 
Front
Jira
Slack 
MS Teams
Webex
Zoom
Google Sheets 
Zapier 
Integrately
Make 
Webhooks 
Developer APIs
