20 Of The Best Post-Purchase Survey Questions
What are the best post-purchase survey questions asked by ecommerce brands? We’ve gathered 20 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?
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.
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?"
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.