24 Of The Best Post-Purchase Survey Questions
What are the best post-purchase survey questions asked by ecommerce
brands? We’ve gathered 22 of them, vetted by survey methodologists and
implemented across 2,500+ leading brands to make the most of zero party
data at speed & scale. To utilize these templates, Fairing customers can
find them directly in their Fairing Question Bank.
- How did you hear about us?
- What led you to our store today?
- When did you first hear about us?
- Where do you encounter our brand most often?
- Which of these best describes you?
- Who is this purchase for?
- What gender do you identify with?
- What occasion is this purchase for?
- Which of our benefits do you find most appealing?
- How will our product make an impact on your lifestyle?
- How important is fast shipping to you?
- How would you describe the affordability of our products?
- How does our pricing match up to your expectations?
- Will anyone else in your household use this product?
- What's your favorite podcast?
- Are you switching from another brand?
- What other brands did you consider before purchasing from us?
- Was there any part of our store that was difficult to use?
- What phrase would you google to find a brand or product like ours?
- What do you wish we offered more of?
- Which of the following best describes your perception of our brand?
- What product should we releaese next?
- What accessories would you want to use with your new purchase?
- How many bathrooms do you have?
Post-Purchase Survey Questions For Attribution
How did you hear about us?
Fill attribution gaps, discover new channels, and learn which channel
had the most memorable impact on your customer. Use our follow-up
feature to pinpoint attribution at the influencer or campaign level.
What led you to our store today?
Lean toward last-touch attribution insights with this question phrased
to prioritize recency. Use our follow-up feature to confirm attribution
at the influencer or campaign level.
This question is also helpful for legacy brands where How did you hear
about us? is not ideal given the time between brand discovery and
purchase. For example, asking someone how they heard about Levi's most
likely won't garner great results, where "How led you to the Levi's
store today?" will.
When did you first hear about us?
Gain insights on the purchase consideration window. If users heard about
your brand weeks ago, it's less likely that platform-reported ROAS
numbers will be accurate, and may be underreported. Whereas the inverse
is also true, accuracy of HDYAU increases if consideration window is
short.
If you've ever used Google Analytics Time Lag report, you're most likely
aware it's not that useful. This question will bring clarity to that
data.
Where do you encounter our brand most often?
Discover which channels give you the most presence, regardless of first
or last touch reporting. Combine this question with a brand lift study (
Facebook often offers them for
free
) and you'll have the foundation for future brand campaigns.
Post-Purchase Survey Questions For Personalization
Which of these best describes you?
Segment customers to form buyer personas, with response options such as
experience level, lifestyle, and use case. Be sure to include "None of
these". Another way to ask this is, "Which of these categories best
describes you?". If you're not sure where to start, create an open-ended
question and let your customers build your personas for you.
Which of the following best describes your perception of our brand?
Follow-up with our multi-response feature to get an accurate understanding of
how your consumers currently view your brand with this brand lift survey
question.
You can use this crucial information to help your business make educated
decisions on your marketing and brand strategy and where to take it, such as
with Füm who was able to use these
insights to identify how they needed to change to suit their audience.
Distinguish those using your product from those gifting it, and tailor
your campaigns (as well as revenue ops) to each group. With Fairing, you
can pass responses to your Email Service Provider (e.g.
Klaviyo ) and build segmented flows with
ease. No more "Please review our product" for those who've gifted it.
What gender do you identify with?
Segment customers into your brand's most useful gender demo breaks for
media and creative purposes. Depending on your core market, there will
be value in using our follow-up feature to ask additional demographic
and psychographic questions based on the specific response here.
What occasion is this purchase for?
Segment customers by their primary use cases, and create seasonal or
event-based marketing opportunities. Similar to the "Which of these best
describes you", if it's unclear where to start, launch an open-ended
question to collect initial insights.
Which of our benefits do you find most appealing?
Segment customers by buyer persona, and use Other to learn what selling
points you may be unaware of. Be sure to include "None of these" as an
option. Use the results to segment your customer by use case, improve
messaging on your PDP, or validate ad creative in competitive markets.
How will our product make an impact on your lifestyle?
Segment customers by buyer persona, and use Other to learn what selling
points you may be unaware of. The results can help segment your customer
by use case or test new ad creative and PDP messaging.
Post-Purchase Survey Questions For Research
How important is fast shipping to you?
Get a pulse on the ROI of shipping priority; use our follow-up feature
to ask "What do you consider fast?"
What product should we release next?
Uncover the hidden demands of your consumers and get a sense of products they
would want from your brand, be it for greater clarity before you invest in your
R&D or to validate an upcoming product.
What accessories would you want to use with your new purchase?
Hear from your customers on potential additions and expansions to your product
line, and potentially trigger campaigns or upsell opportunities when your new
products are ready to launch.
Tortuga used this customer research
question
to great effect, slimming down their main product lines, while introducing new
accessories to increase their average order value.
How many bathrooms do you have?
This isn't a typo! Weezie asks every
customer this on their first order,
allowing them to construct right-sized towel bundles that fit the needs of an
evolving client base.
How would you describe the affordability of our products?
Understand the relationship between your buyers' budgets and their
purchase behavior. You can also use these responses to segment customers
into deal-seekers and luxury spenders.
How does our pricing match up to your expectations?
Understand the relationship between your buyers' market awareness and
their purchase behavior. If you're customers are budgeting more for
their purchase, it's time to increase prices.
Will anyone else in your household use this product?
Learn your product's real-world experience, and use our follow-up
feature to test bundling offers or dig deeper into demographics
research.
Help validate your next podcast campaign by asking existing customers
what they like to listen to most. Repeat this strategy for any new media
exploration, such as YouTube channels, TV, or a list of TikTok
influencers you're vetting.
Use our follow-up feature for "Yes" responses by listing your key
competitors, to identify which brands you're conquesting customers from.
Post-Purchase Survey Questions For Conversion Rate Optimization (CRO)
What other brands did you consider before purchasing from us?
Pinpoint a competitive win right after the moment of purchase
consideration, and use our follow-up feature to learn which of your
selling points made the difference in order to segment that customer by
use case, or validate ad creative in competitive markets.
Was there any part of our store that was difficult to use?
If Yes, use our follow-up feature to create an Open Ended question and
get real-time feedback on UX issues, which often include recently broken
site components or unknown usability problems.
Get guidance on SEO and creative directly from your customers, and use
the results to provide additional guidance to your social teams and
influencers.
What do you wish we offered more of?
Learn what products to double down on, and identify whether there are
missed opportunities to showcase your related products or upsells. This
question doubles as market research to inform vertical expansion.
Talk To Your Customers To Improve Their Experience
Any one of these post-purchase survey question templates can deliver
transformative operational insights within days of implementation — and
through Fairing’s Question Stream™, every single question on this list
can be launched in just two clicks. Try it out today, and grab a
14-day free trial.