What Post-Purchase Survey Questions Should I Ask Shopify Customers?
Learn what to ask in a Shopify post-purchase survey, when to send it, how many questions to include, and how to act on customer feedback.
For a first order, ask why the customer bought, how they found you, and what nearly stopped them, then save product-experience questions until delivery. Keep the survey focused on decisions you can act on, rather than asking every question at once.
What post-purchase survey questions should I ask Shopify customers after their first order?
Ask a few questions that explain the purchase and reveal friction: “How did you first hear about us?” “Why did you choose this product?” “What, if anything, nearly stopped you from buying?” and “How easy was checkout?” Shopify recommends matching questions to the decision you want to make, and suggests asking about product expectations after the customer has received and tried the item. (shopify.com)
Add “What problem were you hoping this product would solve?” if you need to understand customer needs, or “What could we improve about the shopping experience?” if you want open-ended feedback. Use a multiple-choice list for discovery channels, including “friend or family,” “social media,” “search,” “creator,” “AI assistant,” and “Other,” with a write-in option. In data from 3,237 stores using Zigpoll, 51.8% of completed orders had no tracked source in store analytics; that is a sample of Zigpoll stores, not the whole market, and it does not mean Shopify caused the gap. (zigpoll.com)
When should I send a post-purchase survey after an order?
Ask about checkout and purchase decisions right after payment; ask about shipping after delivery and product quality after the customer has had time to use the item. Splitting questions by moment is usually more useful than asking customers to judge an experience they have not completed. Shopify likewise recommends matching survey timing to the subject of the question. (shopify.com)
| Option | Ask about | Trade-off |
|---|---|---|
| Right after checkout | Discovery source, purchase reason, checkout ease, buying hesitation | The order has not arrived, so avoid questions about delivery or product quality. |
| After delivery | Shipping, packaging, whether the item matched expectations | Customers may have less fresh recall of checkout; product-use feedback may still be premature. |
| After time to use the item | Product quality, usefulness, whether it met expectations | More informed feedback, but it arrives later and may require another message. |
If you can send only one survey, choose timing based on the decision you need to make first. A short checkout survey suits attribution and conversion questions; a later follow-up is better when the product experience matters most. (surveymonkey.com)
How many questions should a first-order survey include?
Start with three or four questions for a first-order survey, and add questions only when each one informs a clear action. For example: how they found you, why they chose the product, what nearly stopped them, and how easy checkout felt. SurveyMonkey recommends four to six for a confirmation-page survey, while Shopify advises selecting only questions that match the current goal. (surveymonkey.com)
A longer survey can work after delivery if you need detailed product feedback, but it asks for more customer time. Use branching so customers see relevant follow-ups, and make open-text questions optional unless the detail is essential.
How can I use customer responses to improve the shopping experience?
Group answers into recurring themes, assign an owner to investigate each major issue, then check whether a change improves the relevant customer outcome. For example, repeated checkout confusion may point to unclear shipping costs or payment steps; repeated product-expectation gaps may call for clearer photos or descriptions. Shopify recommends reviewing feedback alongside behavioral data, prioritizing recurring issues, and telling customers when their feedback leads to a change. (shopify.com)
Compare responses over time and, where useful, by product or customer group; treat a handful of comments as clues to investigate, not proof that every customer shares the same view. If you want to collect responses in Shopify, Zigpoll is one option for post-purchase and order-status surveys, with email and SMS survey channels. As of November 15, 2026, its Lite plan is free for up to 50 responses per month; paid plans start at $39 per month billed monthly or $29 per month billed annually. (zigpoll.com)
