Mastering Post Purchase Surveys in WooCommerce: A Simple Guide to Boost Customer Feedback

Understanding your customers is the most effective way to identify what works and what doesn’t in your online store. Post-purchase surveys allow customers to provide honest feedback, enabling you to enhance your products, increase sales, and create a more seamless shopping experience.

For instance, you may discover what motivated a customer to make a purchase, or identify minor issues in your sales process that are hindering conversions.

We have utilized the UserFeedback plugin in our own WordPress businesses, and it has provided us with valuable insights into the factors that influence customer decisions. With this information, we have been able to refine our marketing strategies and enhance customer satisfaction.

In this article, we will guide you through the process of setting up post-purchase surveys in WooCommerce, step by step.

Why Implement Post Purchase Surveys in WooCommerce? 👀

Post-purchase surveys are the most straightforward method to understand your customers’ true opinions about your products and WooCommerce store. They provide insights that you cannot obtain without directly asking your customers.

Fortunately, you can utilize a WordPress survey plugin to quickly gather authentic user feedback and eliminate uncertainty. This feedback will help you uncover the reasons behind each visitor’s actions on your website, insights that Google Analytics alone cannot provide.

Utilizing the insights gained from customer feedback allows you to enhance website usability, resolve product issues, address shipping challenges, and improve conversion rates. By implementing changes based on this feedback, you foster trust and loyalty among your customers.

Effective Strategies for Post-Purchase Surveys

When designing your customer survey, ensure that every question is purposeful. Focus on asking questions that yield the most valuable insights and information.

Consider these examples of questions to ask your customers after they complete their purchase:

• How long have you been a customer with us?
• How did you find out about our business?
• Was our pricing page clear and easy to understand?
• Which products from our range have you used?
• How satisfied are you with the products you purchased?
• Did you need to reach out to customer service?
• Do you have any further comments or suggestions for us?
• How likely are you to recommend our products to your friends and family?

Next, let’s explore how to easily set up post-purchase surveys in WooCommerce.

We will discuss two different approaches:

• Method 1: Creating Post-Purchase Surveys with UserFeedback
  • Installing the UserFeedback Plugin
  • Setting Up a Post-Purchase Survey with UserFeedback
  • Launch Your Survey
  • Accessing Your Survey Results
• Step 2: Creating Post-Purchase Surveys with WPForms
  • Installing and Configuring the WPForms Plugin
  • How to Create a Post-Purchase Survey with WPForms
  • Integrating the Survey Form into a Custom Thank You Page
  • Automatically Displaying a Survey Popup with OptinMonster
  • Accessing Your Survey Results
• Bonus: Sending Automated Post-Purchase Emails in WooCommerce
• Common Questions About Post-Purchase Surveys

Step 1: Creating Post-Purchase Surveys with UserFeedback

UserFeedback is a user-friendly survey plugin developed by the MonsterInsights team. It allows you to ask questions to your website visitors and gather their feedback in real-time. Additionally, it simplifies the process of adding surveys to specific WooCommerce pages, including the order confirmation page.

UserFeedback provides a Post Purchase Review template to help you get started with your survey. You can also customize the appearance of your popup surveys to ensure they align with your brand and website design.

For additional details, visit our UserFeedback review to discover more about our experience with the plugin.

Begin by installing and activating the UserFeedback plugin. For detailed guidance, refer to our tutorial on how to install a WordPress plugin.

Configuring the UserFeedback Plugin

After activating the plugin, the setup wizard will automatically open. Click the ‘Start’ button to initiate the setup process.

You will then be guided to create your first survey, showcasing the plugin’s features.

Since we won’t be using this example survey, feel free to proceed with the default responses.

You can select from several pre-written questions or create your own. Additionally, you can modify your questions at any time.

For this tutorial, simply click the ‘Next Step’ button to move forward.

Next, you will have the option to activate specific UserFeedback features based on your license level.

Enable the features you desire or those that your license permits.

Once you’ve made your selections, click the ‘Next Step’ button at the bottom of the page.

Enter the email address where you would like to receive the survey responses.

Since this survey will not be used, you can proceed without making any changes by clicking the ‘Next Step: Publish’ button.

In the last step of the setup wizard, the features and add-ons you select will be installed.

Next, click the ‘Exit to dashboard’ button located at the bottom of the page.

You will see the sample ‘First Survey’ that you created using the wizard.

You can now access the Pro features of the plugin. To do this, enter the license key that was sent to you via email when you purchased a UserFeedback plan.

You will need to go to UserFeedback » Settings in the WordPress admin area. Once there, paste your license key into the designated field and click the ‘Verify’ button.

Be sure to click the ‘Save Settings’ button after entering your license key.

After that, you can enable the Pro features by navigating to the UserFeedback » Addons page.

For each add-on, click the ‘Install Addon’ button, then click the ‘Activate’ button that appears.

The Additional Templates add-on provides a Post Purchase Review template, while the Question Types add-on enables you to incorporate star ratings and other features. Additional add-ons offer further customization options for your survey form.

With the UserFeedback plugin and its add-ons successfully installed, you are now prepared to create your post-purchase survey.

How to Create a Post-Purchase Survey with UserFeedback

To initiate a new survey, navigate back to the UserFeedback » Surveys page and select the ‘Create New’ button.

This action will display a variety of survey templates that you can use as a foundation.

Scroll down to locate the Post Purchase Review template, then click on it.

A new survey will be generated for you, complete with some pre-populated helpful questions.

You can easily modify any question’s type and title by clicking on it.

Each question features a Settings tab that allows you to mark the question as ‘Required.’ The Logic tab enables you to show or hide the question based on the customer’s prior responses.

With UserFeedback, you can create an unlimited number of questions and receive an unlimited number of responses. You can include various question types, such as multiple-choice and open-ended questions, and even gather email addresses and star ratings.

Consider incorporating some of the questions we suggested at the beginning of this article. To add a question to your survey, simply click the ‘Add Question’ button located after the last question.

When you select a question type from the dropdown menu, a new question will be generated.

Next, you can enter a title for your question. Depending on the selected question type, you can further customize it by labeling checkboxes or radio buttons.

You can also create a personalized thank you message and redirect users after they submit their responses.

Once you have completed editing your survey questions, simply click the ‘Next Step: Settings’ button. This will take you to the Settings page, where you can further customize your survey.

In the ‘Tracking’ section, you can enable or disable Google Analytics tracking if you have MonsterInsights installed.

In the ‘Targeting’ section, you can choose the types of devices and specific pages where your survey will be shown. You have the option to display the survey on all devices or create distinct surveys for desktop and mobile users.

Next, navigate to the Pages settings area. This step is crucial as it allows you to specify where the survey will be visible.

The default option is set to ‘All Pages’, meaning the survey will appear on every page of your online store. However, our goal is to collect feedback only from customers after they complete a purchase.

For this purpose, we should present the survey on the order confirmation page that appears after checkout, commonly referred to as the WooCommerce thank you page.

To target this specific page, select ‘Page URL is’ from the dropdown menu, and then enter ‘order-received’ in the following field.

This method works because the setting identifies partial URLs. Although the complete URL changes with each transaction, it will always include the term ‘order-received.’

You can also scroll down to the ‘Behavior’ section, where you can adjust settings such as:

• Display Timing– The moment the survey will be presented on the page.
• Display Length– How frequently the survey will be shown to visitors on your website.
• Survey Run TimeHow long will the survey be visible on the selected pages?

You also have the option to enable or disable the ‘Start Survey Minimized’ feature.

This option shows a less prominent version of your survey instead of automatically displaying the first question.

After adjusting the settings, click the ‘Next Step: Notifications’ button.

This will direct you to the Notifications page, where you can opt to receive an email notification for each new survey response. Just keep the ‘Send Email’ toggle on and enter one or more email addresses.

You can also set up conditional logic to trigger email notifications based on specific responses from visitors.

For instance, you may want to receive an email only if the user selects ‘Do you want a callback?’

To utilize this feature, your survey must include at least one question with a radio button, checkbox, NPS, or star rating format.

An NPS survey is an effective method for obtaining a rating score, which serves as a valuable metric for assessing customer satisfaction.

Next, click on the ‘Next Step: Publish’ button to proceed.

Publish Your Survey

Finally, you can schedule the survey to launch at a later date and time.

If you’re ready to launch your survey right away, click the ‘Save and Publish’ button.

Congratulations! You have successfully created your survey form.

After your customers make a purchase, a survey will appear on the order confirmation page.

Analyzing Your Survey Results

As responses come in, you can easily analyze them directly from your WordPress admin dashboard with user-friendly reports.

Simply go to UserFeedback » Results to view the total number of responses, impressions, and additional insights.

Method 2: Creating Post Purchase Surveys with WPForms

WPForms is the leading WordPress contact form plugin available. It includes a robust surveys and polls addon, enabling you to quickly create engaging survey forms.

You can integrate the Surveys and Polls addon with powerful WPForms features such as conditional logic, multi-page forms, custom notifications, email integrations, and more.

If you would like to explore the plugin further before getting started, check out our comprehensive WPForms review.

How to Set Up the WPForms Plugin

The first step is to install and activate the WPForms plugin. For detailed instructions, refer to our step-by-step guide on how to install a WordPress plugin.

After activating the plugin, navigate to theWPForms » Settingspage and input your license key. You can find this information in your WPForms account.

Remember to click the ‘Verify Key’ button.

Once that is complete, go to theWPForms » Addonspage and locate the Surveys and Polls addon.

Click the ‘Install’ button to install and activate the addon.

You are now ready to create your post-purchase survey form.

How to Create a Post-Purchase Survey with WPForms

Visit theWPForms » Add NewThis page allows you to create a new survey form. It will open the WPForms form builder, where you can select from various pre-designed form templates.

Begin by entering a title for your survey form at the top of the page.

Next, select a template. Click on ‘Addon Templates’ to view the templates that work with the Surveys and Polls addon.

Then, click the ‘Use Template’ button on the Survey Form template. This action will load a sample customer feedback form with several pre-filled fields.

You can easily edit the fields by clicking on them, rearranging them using drag and drop, or removing them from the form. Additionally, you can add new fields from the left column.

WPForms includes all popular form fields, such as dropdowns, radio buttons, checkboxes, Likert scales, text inputs, rating scales, and more. This makes it simple to create engaging survey forms.

The form includes some built-in conditional logic. For instance, the ‘How can we improve?’ field will only show up if a user selects 1 or 2 stars in the ‘Your Experience’ field.

To view this, select the ‘How can we improve?’ field and click the ‘Field Options’ tab on the left, as illustrated in the image above.

When customers log into your online store, you can enhance their experience by automatically populating some of their information from their user profiles.

To automatically fill in their email address, select the Email field, then navigate to the ‘Field Options’ tab on the left. From there, click on the ‘Advanced’ tab to access additional field settings.

You will see an option to set a Default Value for the email field.

You can automatically insert profile information by selecting ‘Show Smart Tags.’

Next, simply choose the ‘User Email List’ option, and the{user_email}smart tag will be populated in the field, automatically filling in the email address for logged-in users.

You can also easily eliminate any unnecessary fields from the form.

For instance, to remove the ‘Name’ field, hover over it with your mouse and click the red Trash icon that appears in the top right corner of the field.

If you want to add more questions, like those mentioned at the start of this article, simply drag a new field onto the page and customize it to your liking.

After creating your form, click the orange ‘Save’ button at the top of the page to save your form settings.

Next, navigate to the Settings tab and select ‘Confirmations’ in the WPForms form builder.

Here, you can choose to display a message, redirect to a page, or send users to a specific URL after they submit the survey form.

Additionally, the WPForms Notifications tab allows you to customize notification settings so you receive email alerts whenever a user completes your survey.

You can now click the close button to exit the form builder.

Incorporating the Survey Form into a Custom Thank You Page

If you’ve created a custom WooCommerce thank you page, you can easily integrate your post-purchase survey by using a shortcode or a block.

You can find the necessary shortcode by visiting theWPForms » All Formspage.

Then, use the shortcode to add the form to your custom thank you page by following our guide on how to insert a shortcode in WordPress.

If you have designed your custom thank you page using the block editor or a page builder plugin like SeedProd, simply drag the WPForms widget onto the page and select the survey form you created from the dropdown menu.

After saving your custom thank you page, customers will see the survey immediately after completing their purchase.

Automatically Displaying a Survey Popup with OptinMonster

You may want the survey to automatically pop up on the order confirmation page, similar to the functionality provided by the UserFeedback plugin in Method 1.

First, you need to install the OptinMonster plugin. For detailed instructions, refer to our step-by-step guide on how to install a WordPress plugin.

Once activated, the OptinMonster setup wizard will launch.

Just follow the on-screen instructions to configure OptinMonster on your website and create a free account.

After completing the setup, you will be directed to the OptinMonster dashboard.

You will see a welcome message, a link to the OptinMonster user guide, and a helpful video to get you started.

Next, scroll down until you locate the section where you can create a new popup.

Click on the ‘Create New’ link.

You will now be presented with a variety of popup templates. Since our popup will feature a post-purchase survey, we will select the minimal Canvas template.

To find this template, type ‘canvas’ into the search bar.

Hover your mouse over the Canvas template to reveal two buttons.

Create your popup by clicking the ‘Use Template’ button.

A popup will appear prompting you to name your campaign.

Enter ‘Post Purchase Survey’ and then click the ‘Start Building’ button.

The OptinMonster builder will launch with your chosen template. You can preview the popup on the right, while the blocks you can add are on the left.

Locate the WPForms block and drag it onto the workspace.

You can now choose the survey you wish to include.

Simply click on the name of the WPForms post-purchase survey you created earlier. The WPForms shortcode will be automatically added to your popup.

You can safely remove the placeholder image and text block from the page.

Hovering over the image will reveal a purple toolbar. Click the Trash icon to delete the image, and you will be prompted to confirm the deletion.

You can also remove the text block that says ‘Drag blocks and elements to start building your campaign’ in the same manner.

Your completed popup should only contain the WPForms shortcode. Now is a great time to save your progress by clicking the ‘Save’ button at the top of the screen.

Next, click on the ‘Display Rules’ tab to configure how and where the popup will appear.

The first rule specifies when the popup will be displayed. By default, it shows after 5 seconds on the page. This setting works for most online stores, but feel free to adjust it if needed.

Now, scroll down to the second rule located just below the ‘AND’ label.

The default setting displays the popup on every page of your WordPress site. You should modify this to ensure the post-purchase survey only appears on the order confirmation page.

To do this, click the dropdown menu for ‘is any page’ and select ‘contains’ instead.

A new field will appear where you should enter ‘order-received’.

This rule will correspond to the confirmation page URL. While the URL varies with each transaction, it will consistently include the text ‘order-received’.

Now, click the ‘Next Step’ button to define the actions that will occur when the conditions of these two rules are satisfied.

The default settings will show the popup without any animations or sound. If you’d like to add effects or sound, simply select your preferences from the dropdown menus.

Once you’re done, click the ‘Next Step’ button to review a summary of the display rules you have just established.

Be sure to click the ‘Save’ button to keep your settings.

Finally, click the ‘Publish’ tab at the top of the screen, then click the ‘Publish’ button under ‘Publish Status’ to make the popup live on your online store.

You can now exit the OptinMonster builder by clicking the ‘X’ icon in the upper right corner.

Your customers will now encounter the post-purchase survey each time they complete a checkout. Here’s how it appears in our demo store.

For more information, check out our comprehensive OptinMonster review.

Accessing Your Survey Form Results

WPForms presents survey results in visually appealing charts and graphs. You can also print the results and easily export them to your preferred spreadsheet application.

To access your survey results, navigate to theWPForms » All Formspage and click on the ‘Survey Results’ link located beneath your survey form.

On the results page, your survey responses will be displayed in interactive charts and tables.

You can export responses for individual questions as well as for the entire survey.

At the top of the page, you’ll find options to switch between different chart types and export formats.

You can save individual survey results in JPEG, PDF, and Print formats, making it easy to share them in presentations, blog posts, or on social media.

In addition to gathering user feedback through surveys, you can also analyze user behavior based on their actions.

This is why you might want to integrate a heatmap tool into your WooCommerce store, allowing you to monitor clicks, scrolls, and mouse movements of your website visitors.

The great news is that UserFeedback now features a robust built-in heatmap tool, enabling you to track user behavior and gather feedback all in one place, directly from your WordPress dashboard.

This will help you determine if you need to adjust the design of your product and checkout pages, as well as identify any issues on your site that may be causing confusion. For more information about heatmaps, refer to our comprehensive guide on the top heatmap tools and plugins for your WordPress website.

Bonus: A Guide to Sending Automated Post-Purchase Emails in WooCommerce

What if you want to engage with customers even after they have left your site? This is where post-purchase survey emails become essential.

Email is one of the most effective methods for gathering feedback because it reaches your customer’s inbox while their purchase experience is still fresh in their mind.

With a post-purchase email, you can express gratitude for their order and include a link to a brief survey. You might also consider offering a small discount as an incentive and pose specific questions regarding their checkout experience, product quality, or delivery.

To simplify this process, we recommend using FunnelKit Automations, the top automation plugin for WooCommerce. It features a pre-built Post Purchase Sequence workflow that automatically sends a survey request email (or any follow-up message) after a customer completes an order.

We have tested FunnelKit on our demo website and had a fantastic experience. To explore its features in detail, check out our complete review of FunnelKit.

Begin by installing and activating the FunnelKit Automations plugin. For detailed instructions, refer to our comprehensive guide on how to install a WordPress plugin.

After activation, navigate to the FunnelKit Automations » Automations section in your WordPress dashboard and click the ‘Create Automation’ button.

You will now see a screen displaying all the pre-designed templates available in the plugin.

From this selection, find and open the ‘Post Purchase Sequence’ template.

Once selected, FunnelKit will present a preview of the workflow. This allows you to assess whether it fits your store’s needs or if you wish to make adjustments.

To proceed, simply click the ‘Import Recipe’ button.

A popup will appear, prompting you to name your automation.

We suggest choosing a straightforward and descriptive name—such as ‘Post-Purchase Email’—to make it easy to locate later for editing or deletion.

After entering a name, click the ‘Create’ button.

The post-purchase workflow will now be displayed in the FunnelKit editor.

Here, you will notice that the trigger is already configured to ‘Order Created’.

To limit this automation to specific products, click on the trigger and set your desired conditions. If you want it to apply to all orders, you can leave it unchanged.

Next, you’ll see the delay step.

By default, the workflow waits for 1 minute after the order is placed before sending the email.

You can adjust this delay to 10 minutes, a few hours, or even the next day by clicking on the step and selecting your preferred timing from the dropdown.

Once you’re satisfied with the settings, click ‘Save’.

Finally, you’ll encounter the default thank-you email step.

FunnelKit automatically generates a message thanking the customer, confirming that their order will be delivered in 1-2 days, and displaying the order details.

At this stage, you can modify the default message to align with your objectives. For instance, instead of merely confirming the order, you can include a link to your post-purchase survey.

If you’ve created a survey using WPForms or UserFeedback, just copy the survey link and insert it into the email content.

This allows customers to easily share their feedback right after checkout while their shopping experience is still fresh.

We also suggest enhancing the offer by including a small coupon code in the email to encourage more responses.

After making your changes, simply click the ‘Save and Close’ button.

Next, review your workflow to ensure everything is set up correctly. When you are ready, toggle the switch at the top to activate it.

That’s all! Your post-purchase email workflow is now live.

Customers will automatically receive a thank-you email containing the survey shortly after they place their order.

Common Questions About Post Purchase Surveys

Here are some frequently asked questions from our readers regarding post-purchase surveys in WooCommerce:

What is the best plugin for post-purchase surveys in WooCommerce?

Both UserFeedback and WPForms are excellent options for post-purchase surveys, each catering to slightly different needs. UserFeedback is tailored for collecting real-time feedback via popups and is user-friendly for targeted surveys.

WPForms is a comprehensive form builder that includes a robust surveys and polls addon. It’s an ideal all-in-one solution if you also need to create contact forms, registration forms, or other advanced forms for your website.

Is it possible to create post-purchase surveys for free?

UserFeedback and WPForms both provide free versions to help you get started, but you’ll need their Pro versions to access advanced targeting features. Notably, displaying a survey exclusively on the WooCommerce order confirmation page is a premium feature available in both UserFeedback and WPForms.

What is the ideal number of questions for my post-purchase survey?

We suggest keeping your surveys concise, ideally between 3 to 5 questions. Shorter surveys tend to achieve higher completion rates. Focus on questions that yield the most valuable and actionable insights for your business.

What is the best location to display a post-purchase survey?

The WooCommerce thank you page, also known as the order confirmation page, is the most effective location. Customers have just completed their purchase and are still engaged at this point.

Alternatively, you can send the survey in a follow-up email a few days later, which can be set up using a tool like FunnelKit Automations.

We hope this tutorial has helped you understand how to create post-purchase surveys in WooCommerce. You may also want to check out our guide on creating smart coupons in WooCommerce or explore our expert recommendations for the best WooCommerce plugins for your online store.

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