How to get feedback from Shopify customers
Using surveys to gather customer feedback on Shopify can provide valuable insights into customer satisfaction, preferences, and areas for improvement. Here's a step-by-step guide on how to effectively collect customer feedback using surveys on Shopify:
1. Choose a Survey Tool:
- Shopify App Store: Explore survey apps available on the Shopify App Store. Some popular survey apps include Zigpoll, Yotpo, and SurveyMonkey.
2. Install and Configure the Survey App:
- Install App: Install your chosen survey app through the Shopify App Store.
- Configure Settings: Set up the survey app according to your preferences, including survey design, targeting options, and display settings.
3. Define Survey Objectives:
- Identify Goals: Clearly define the goals of your customer feedback survey. Determine what specific information or insights you want to gather.
4. Choose Survey Placement:
- Strategic Placement: Decide where to display the survey on your Shopify store. Common locations include after the checkout process, on specific product pages, or as a pop-up on the homepage.
5. Timing and Frequency:
- Optimal Timing: Choose the right time to trigger the survey. This could be after a purchase, upon visiting a particular page, or after a specific period of inactivity.
- Avoid Overwhelming: Be mindful of survey frequency to avoid overwhelming customers. A well-timed and targeted survey is more likely to receive a positive response.
6. Customize Survey Questions:
- Clear and Relevant Questions: Craft clear and relevant survey questions. Focus on gathering specific feedback related to the customer's experience, satisfaction, and suggestions for improvement.
7. Include NPS Questions:
- Net Promoter Score (NPS): Incorporate Net Promoter Score (NPS) questions to measure customer loyalty. Ask customers how likely they are to recommend your Shopify store to others.
8. Provide Incentives:
- Encourage Participation: Offer incentives for completing the survey, such as discounts, exclusive access, or entry into a giveaway. Incentives can increase response rates.
9. Mobile Optimization:
- Responsive Design: Ensure that the survey is mobile-friendly, providing a seamless experience on smartphones and tablets.
10. Test the Survey:
- Conduct Testing: Before making the survey live, conduct testing to ensure that it appears correctly and functions as expected. Test on different devices to ensure a consistent user experience.
11. Analyze Feedback:
- Data Analysis: Regularly analyze the feedback received through the surveys. Look for patterns, trends, and common themes that can guide improvements in your Shopify store.
12. Implement Changes:
- Take Action: Use the insights gained from customer feedback to implement changes and improvements in your Shopify store. Communicate changes to your customers when applicable.
13. Follow Up:
- Express Gratitude: After the survey period, send a follow-up message to thank customers who participated. Let them know that their feedback is valuable and contributes to the betterment of your Shopify store.
14. Continuous Improvement:
- Iterative Approach: Make customer surveys a regular part of your strategy for continuous improvement. Regularly reassess and refine your survey approach based on evolving customer needs and feedback.
By following these steps, you can effectively use surveys to gather customer feedback on your Shopify store and make informed decisions to enhance the overall customer experience. Always refer to the documentation provided by your chosen survey app for specific instructions and features.