Survey Touch-point library

Post-Purchase Surveys: These surveys are typically sent after a customer completes a purchase. They aim to gather feedback on the buying process, product quality, delivery experience, and overall customer satisfaction.

Website Exit Surveys: When a customer is about to leave an e-commerce website without making a purchase, an exit survey can be triggered. It aims to understand the reasons behind their decision and gather insights for improving the website or addressing any concerns.

Customer Support Surveys: After interacting with customer support representatives, customers may be asked to provide feedback on their experience. This helps e-commerce businesses assess the quality of their support services and make necessary improvements.

Product Review Requests: Often sent via email, these requests ask customers to leave a review or rating for a product they have purchased. Product reviews can serve as valuable social proof for other potential buyers and provide insights into product performance.

Cart Abandonment Surveys: When a customer adds items to their cart but fails to complete the purchase, a survey can be triggered to understand the reasons behind abandonment. This helps e-commerce businesses identify and address any barriers to conversion.

Overall Satisfaction Surveys: Periodically, e-commerce businesses may send surveys to their customers to gauge overall satisfaction levels, brand perception, or to gather suggestions for improvement. These surveys can provide a holistic view of customer sentiment and identify areas for enhancement.

Email Newsletter Surveys: E-commerce businesses can include survey questions within their email newsletters to gather feedback, understand customer interests, or gather insights on the effectiveness of their email campaigns.

Website Feedback Widgets: Feedback widgets or pop-ups placed on e-commerce websites can prompt customers to provide feedback on their browsing experience, website usability, or suggestions for improvement.

Post-Returns Surveys: After customers initiate a return or exchange, a survey can be sent to gather feedback on the return process, reasons for returning the product, or to identify areas where the business can improve its return policy.

Mobile App Surveys: If an e-commerce business has a mobile app, survey touch-points can be integrated within the app to collect feedback on app usability, features, or to understand customer satisfaction with the mobile shopping experience.

Social Media Polls: E-commerce businesses can leverage social media platforms to conduct polls or surveys, engaging their followers and collecting insights on various topics such as product preferences, upcoming releases, or customer opinions on industry trends.

Live Chat Surveys: After a live chat session with a customer support agent, businesses can send a survey to gather feedback on the quality of the interaction, agent knowledge, response time, and overall satisfaction with the support received.

Loyalty Program Surveys: E-commerce businesses with loyalty programs can incorporate surveys to understand the effectiveness of the program, gather suggestions for rewards, or gather feedback on the overall loyalty program experience.

Post-Event Surveys: If an e-commerce business hosts virtual or physical events, surveys can be sent to participants to collect feedback on event organization, content quality, speaker effectiveness, or to gauge attendee satisfaction.

These are just a few examples, and e-commerce businesses can customize and adapt survey touch-points based on their specific goals, customer journey, and desired insights.