Post-Purchase Survey. Catch friction before it becomes a return or a negative review.
A structured post-purchase survey measuring checkout experience, delivery satisfaction, product expectation-setting, and repurchase intent — sent within 24–48 hours of the purchase event. Identifies the specific friction points that erode customer lifetime value before they show up in your reviews.
Checkout experience
Was the checkout process clear and easy? Payment friction, unexpected costs at checkout, and unclear delivery timelines are the three most common abandonment drivers — the post-purchase survey catches the ones that didn't abandon.
Delivery satisfaction
Did the product arrive on time? In good condition? Packaging, delivery speed, and communication are often the gap between a positive first impression and a negative review.
Expectation alignment
Did the product match what was described on the website? Expectation mismatch — when the product doesn't match the photography, description, or implied quality — is the leading driver of returns and negative reviews.
Repurchase intent
After this experience, would the customer buy again? Repurchase intent measured immediately post-purchase is one of the strongest predictors of actual repeat purchase behavior.
Discovery channel
How did the customer find the product? Useful for attribution when other tracking signals are incomplete.
Trigger the survey automatically
Share the survey link in your order confirmation email or post-delivery email. For email-based distribution, Premium plan covers unlimited responses from your own customer list.
Time it correctly
For physical products: 48–72 hours after delivery confirmation (enough time to open and assess, not so long that the experience has faded). For digital products: 24–48 hours after activation or first use.
Launch the survey
Checkout, delivery, expectation, and repurchase questions pre-built. Customize for your product category and include a free-form feedback field for verbatims.
Read your results
Satisfaction by touchpoint (checkout, delivery, product), expectation alignment rate, repurchase intent, and open feedback. Segment by order value, product category, or acquisition channel
Simple pricing. No surprise invoices.
Common questions
When is the best time to send a post-purchase survey?
For physical products, 48–72 hours after confirmed delivery is the optimal window. Early enough that the experience is fresh; late enough that the customer has opened the package and formed an opinion. For digital products, 24 hours after first login or activation. Avoid sending the survey before the product arrives — the experience is incomplete and expectation bias skews the results.
What response rate should I expect?
Post-purchase surveys sent via email within 48 hours of delivery typically see 10–25% response rates, depending on your relationship with the customer, the email design, and the survey length. Keep the survey under 5 minutes (8–10 questions) to maximize completion.
Should I offer an incentive for completing the survey?
Incentives increase response rates but can bias responses toward satisfaction (respondents who get something may be less likely to be critical). For most brands, a well-timed, short survey gets adequate response rates without incentives. If you need to boost response rate significantly, a discount on the next purchase is a common and relatively low-bias incentive.
How is this different from a product testing survey?
The post-purchase survey is shorter, faster, and focused on the purchase and delivery experience alongside initial product impression. It's designed to be sent 24–72 hours post-purchase. The product testing survey is longer and used after an extended usage period — appropriate for products that require time to evaluate fully (household products, software, appliances). For a quick product category, post-purchase is sufficient. For a complex product, follow up with a product testing survey after 2–4 weeks.