Grapevine Surveys

NPS Surveys for Shopify

Reveals customer loyalty and satisfaction with an NPS survey

What is an Net Promoter Score (NPS) survey?

An NPS survey helps Shopify eCommerce brands measure customer loyalty by asking, “How likely are you to recommend us to others?” on a scale of 0-10. Based on their response, customers are categorized as Promoters, Passives, or Detractors. This feedback helps brands understand customer satisfaction, identify areas for improvement, and take action to increase retention and referrals.

The benefits of an NPS survey

Find out what customers really think...

Improve Customer Retention

Shopify merchants can use NPS feedback to identify unhappy customers (Detractors) and take proactive steps to retain them. If customers leave negative feedback, merchants can follow up with a personalized email, offer a discount, or provide better support to resolve their issues. For example, if shipping delays are a common complaint, they could explore faster fulfillment options or set clearer delivery expectations. By addressing concerns directly, brands can turn dissatisfied customers into loyal ones.

Boost Referrals

Promoters (customers who rate 9-10 on the NPS survey) are already happy with the brand, making them great candidates for referral programs. Shopify merchants can incentivize these customers by offering discounts, store credit, or exclusive perks when they refer friends. They can also encourage Promoters to leave reviews on Google or Trustpilot, showcase user-generated content, or share their experiences on social media. By making it easy and rewarding for customers to recommend the brand, merchants can drive more organic growth.

Enhance Customer Experience

NPS insights help merchants understand what customers love and what needs improvement. If Passives (customers who rate 7-8) feel the shopping experience is average, merchants can enhance it with better product descriptions, more engaging emails, or a smoother checkout process. If customers mention issues with customer support, investing in faster response times or live chat can make a big difference. Even small improvements, like personalized recommendations or a loyalty program, can elevate the overall experience and increase repeat purchases.

Top tip

Follow up to get context

To get the best insights, clarify the context of the survey by specifying a particular touchpoint in the customer journey. For example, asking "How likely are you to recommend us after your shopping experience today?" helps tie the feedback directly to their most recent interaction with your store. Additionally, follow up with an open-ended question like "What’s the main reason for your score?" or "What could we do to improve your experience?" This allows you to gather specific, actionable feedback that reveals what customers appreciate and where improvements can be made.

Start Collecting Customer Satisfaction Insights with Grapevine Surveys

We’re here to help you from start to finish—whether it’s setting up the survey or guiding you on how to use the insights to improve your marketing.

If you're ready to start collecting valuable attribution data and need some assistance, just reach out! We're here to help.