The digital world has been evolving over the years. According to projections, U.S. consumers spent $933.30 billion on eCommerce in 2021, an increase of 17.9% from 2020.
This only shows that there’s a promising future for eCommerce in the next few years, which is why they believe that by 2025, the proportion of eCommerce sales to total sales is anticipated to reach 23.6%.
In fact, many businesses have created their own websites with creative designs and online stores that customers can navigate, but maintaining them could be a bit challenging, especially when trying to achieve natural reach.
Although we cannot deny that some businesses can’t provide people with real and authentic feedback from customers because of the fear of getting negative insights or responses that may lower their credibility, especially now that there’s more competition in the market.
In order to create an edge among your competitors, one thing you can do is ask for post-purchase questions to get feedback that can be of great help in the future.
This will help you improve and learn more about keeping your business properly without trying to fool anyone.
What exactly is a post-purchase query?
A post-purchase question is also known as an after-sales survey, in which you can ask your valued customers about their insights, experiences, and other information that can help you improve your business to ensure that customers are experiencing convenience on your site.
This will also help you to resolve problems and issues that need to be resolved to enhance the willingness of your buyers to buy and repurchase products from your store.
What questions should you ask?
Before you start deciding which questions to ask, you must keep in mind the types of questions you should consider. Here are a few tips on picking good questions:
- Keep in mind to stay engaged but humble at the same time.
- Ask for their personal details, especially their demographic and interests.
- Don’t forget to gather real feedback from your customers to improve your product and service.
- Take this as a chance to ask about any issues that you are not aware of.
- Ask them about improvements they can suggest if they have.
- Be straightforward and keep your questions short.
Things to avoid when conducting a survey
Here are a few things you need to avoid when creating questions to make your survey effective and most likely to be answered properly by your customers.
- Don’t offer another product while doing a survey. Your goal is to get genuine feedback, not to attempt a sale.
- Avoid asking about other brands.
- Closed-ended questions with a yes-or-no response are not useful for gathering information.
- Complex questions with more than four options should not be used in surveys.
What Are the Benefits of Using Ecommerce Post-purchase Surveys?
These eCommerce surveys are one of the cheapest ways to improve your marketing efforts. This will help you gather data from your customers to understand what insights they have with regard to the products that you offer. Asking the right questions will give you real and authentic feedback that can help you improve your product and service. At the same time, this will let you see if all your hard work is being appreciated by your customers at the same time.
Other benefits you can get from creating post-purchase surveys are the following:
- Gain feedback about customer experience: Post purchase surveys can help you gain valuable feedback about customer experience. This can be used to identify areas for improvement and uncover potential opportunities for growth.
- Identify customer needs: Post purchase surveys can help you understand your customers’ needs better. This can help you create more tailored products, services, and promotions that meet their needs.
- Increase customer loyalty: By showing customers that you value their feedback and take it seriously, post purchase surveys can help to increase customer loyalty.
- Enhance customer service: Post purchase surveys can help you identify areas for improvement in customer service. This will help you provide better customer service, leading to increased satisfaction and improved customer loyalty.
- Generate sales: By using post purchase surveys to identify customer needs and provide tailored solutions, you can generate more sales.
- Increase conversions: By understanding customer needs and providing tailored solutions, you can increase conversions.
- Develop better business strategy: determine what worked well for those purchases and what can be improved will help your business get better
30 Powerful Post-Purchase Questions
Questions to better understand your customers and collect more marketing data:
- How old are you?
- What is your relationship status?
- What is your yearly salary range?
- What is your employment status at the moment?
- Who do you intend to shop for?
- How many kids do you have?
Questions to improve your website
- Where did you learn about us first?
- What prompted you to leave the site?
- Why did you make a purchase in our store?
- What is one way we can improve the user experience on our website?
- What is your preferred mode of contact with us?
- Would you recommend us to your friends and family?
Questions to enhance your goods or services
- What is your level of satisfaction with our products and services?
- Why did you select us over competing options in the market?
- What is the primary purpose of your use of this product?
- What additional items would you like to see added to our online store in the future?
- What do you like most about the item you purchased?
Questions to enhance your customer service
- How well does our product or service meet your requirements?
- How happy are you with our customer service?
- What can we do to make your experience with us even better?
- How would you describe the service we offer?
- How was your experience with us?
Questions to enhance your marketing plan
- Why did you select us?
- What do you like about our content, and what could we do better?
- What specifically motivated you to evaluate our solution?
- What could make you not want to buy our product?
- How likely are you to suggest our product to your friends and coworkers?
Questions to understand the purchasing experience
- How easy was it to find the product you were looking for?
- How easy was it to buy your product or service from our store?
- How was your experience while shopping?
- How likely are you to buy from our store again?
- Which aspect of buying from our brand did you find to be the best?
Post-purchase questions are definitely a must for every eCommerce store owner.
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Most marketing experts have also believed in the power of these questions that can help you boost your own business in the simplest way. Here are a few of the suggestions of some marketing experts from a post of Tim Keen on Link In:
“ Have you looked at other brands? Which brands? Why did you choose us over them?” (Recommended by Henning Haberkamp)
“What are you most looking forward to with your order?”
“Who are you making happy with your order?”
(Recommended by Christian Hoppe)
“What was something that almost stopped you from purchasing from us today?”
(Recommended by Jani Gysels )
Conclusion
Your customers’ insights are very important. Reaching them and knowing their feedback is another strategy you can implement for your business to improve their experience.
It’s a way to get more interactions with them to make them feel you are about them and you value their opinion.
Remember that strengthening your relationship with your first-time or long-time customers will enable you to make more positive changes for your business.
And if these surveys quickly get more responses with the right answers, then it is easier to do good marketing using proper segments to reach new consumers.
If you haven’t started using these post-purchase surveys yet – this is the right time for you to start it and follow these simple questions you may include.
Some other links regarding post purchase surveys you can find here and here (both on PracticalCommerce)
