Best Practices & Tips
Customer surveys help Shopify brands uncover insights that analytics alone cannot provide, from understanding where customers really come from to learning what drives repeat purchases.
However, simply running a survey is not enough. Poor timing, unclear questions, or the wrong survey setup can lead to low response rates and unreliable data. The value comes from executing surveys well and being intentional about what you ask, when you ask it, and how you use the results.
This collection of best practices and tips is designed to help Shopify brands run surveys properly. You will find practical guidance on strategy, question design, survey timing, and common use cases, all focused on collecting meaningful customer feedback and turning it into action.
Getting Started & Strategy
Before choosing questions or survey formats, it’s important to understand when surveys make sense for your Shopify store and what’s actually required to run them effectively. Many merchants start with surveys too early or assume Shopify’s native tools are enough, only to end up with incomplete or misleading data.
These guides focus on the fundamentals. They help you understand when you need a survey, whether you need an app to run a survey, and how to approach surveys strategically so you collect useful insights from day one.
Question Design & What to Ask
The quality of your survey results depends heavily on the questions you ask. Vague, leading, or overly complex questions often produce answers that are difficult to interpret or act on, even if response rates are high.
These guides focus on how to design better survey questions. They cover what to ask customers after purchase, how to tailor questions for new and returning customers, and how to frame attribution and feedback questions so you get clear, meaningful insights rather than surface-level responses.
Survey Timing & Touchpoints
When and where you ask for feedback has a major impact on both response rates and the quality of insights you collect. Surveys that appear at the wrong moment can feel intrusive or irrelevant, while well-timed surveys feel natural and encourage more thoughtful responses.
These guides focus on choosing the right survey touchpoints across the customer journey, from post-purchase and shipping feedback to abandoned cart and in-store surveys. Understanding survey timing helps ensure you capture feedback when customers are most able and willing to share it.
Use-Case Deep Dives
Surveys are most effective when they are tied to a clear business goal. Whether you are trying to understand where customers really come from, reduce churn, or improve the overall customer experience, the way you design and deploy surveys should change based on the outcome you care about.
These guides explore common survey use cases in more depth. They show how different types of surveys can be used to solve specific problems, from attribution and customer experience measurement to churn and retention insights.
Start Collecting Insights with Grapevine Surveys
This is just one example of the many different ways you can capture and analyze insights you collect from your customers. We love being part of your journey—from seamless setup to turning insights into action!
So if you're looking to start collecting more insights and you need a bit of help, you know where we are!