Grapevine Surveys

CSAT Surveys for Shopify

Measures customer happiness and experience with a CSAT survey

What is a Customer Satisfaction (CSAT) survey?

A CSAT survey helps Shopify eCommerce brands measure how happy customers are with their experience. It typically asks, “How satisfied are you with your recent purchase?” using a 1–5 scale. The results show how well your store is meeting customer expectations, making it easy to spot issues, track satisfaction over time, and improve the overall customer experience.

The benefits of a CSAT survey

Find out how satisfied customers really are…

Improve Customer Satisfaction

CSAT surveys help Shopify merchants understand how happy customers are with specific moments in their journey, such as after a purchase, delivery, or support interaction. If satisfaction scores are low, merchants can dig into feedback to uncover what went wrong and make improvements that matter. For example, if customers are unhappy with delivery times, merchants can refine fulfillment or update shipping expectations. By responding quickly to dissatisfaction, brands can prevent churn and strengthen customer trust.

Measure Experience Across Touchpoints

Unlike broader metrics like NPS, CSAT focuses on individual experiences. Shopify merchants can use CSAT questions at key points like checkout, delivery, or after support to measure how well each step meets expectations. This helps identify which parts of the journey delight customers and which need attention. Tracking satisfaction across touchpoints makes it easier to maintain a consistent, high-quality experience throughout the customer lifecycle.

Drive Continuous Improvement

Regularly monitoring CSAT scores helps merchants see the impact of their changes and maintain high standards over time. Small tweaks based on feedback, such as clearer product details, improved packaging, or friendlier support, can quickly raise satisfaction scores. Over time, this commitment to listening and improving builds stronger relationships, better reviews, and more repeat customers.

Top tip

Ask for context to understand satisfaction

To get the most valuable insights from your CSAT survey, make sure customers know exactly what experience they’re rating. For example, asking “How satisfied are you with your recent delivery?” helps tie their feedback to a specific moment in the journey. Then follow up with an open-ended question like “What’s the main reason for your score?” or “What could we do better next time?” This helps you collect clear, actionable feedback that shows what’s working well and where you can improve.

Start Collecting Customer Satisfaction Insights with Grapevine Surveys

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