How To Get More Customer Feedback on Shopify

Do you find it hard to get your customers to provide feedback?

Sick and tired of never knowing what your customers really think of you and your Shopify store?

Getting Shopify customer feedback doesn’t have to be difficult.

In fact, we’re going to show you the best ways to increase your Shopify customer feedback right in this article.

So if you want to learn the following things, keep on reading:

• How to ask your Shopify customers for feedback

• What to ask you Shopify Customers when asking for feedback

• When to ask your Shopify customers for feedback

• How to automate your Shopify customer feedback

• Tools you can use to make asking for feedback easier

What is customer feedback on Shopify and why is it important? 

There are currently over 1.7 million merchants using Shopify.

So you’ve got to do everything you can to make your Shopify store stand out from the rest, right?

That means growing your arsenal of tools you can use to boost revenue, satisfy customers, and grow your store.

Shopify customer feedback is a piece of the puzzle you need to achieve these things and

Today we’ll be discussing how you can get more customer feedback to strengthen your business.

Why is customer feedback an important piece of the puzzle?

Because without happy customers, you have no store. It’s as simple as that.

Unhappy customers tend to leave negative reviews - they are up to 3x more likely to leave a bad review compared to a happy customer leaving a positive review.

And reviews drive sales!

In fact, a shop or product that has more than 10 reviews is 52.2% more likely to convert than those with no reviews.

So if we know unhappy customers are more likely to leave bad reviews than happy customers, how do we make sure we have more happy customers and how do we get these happy customers to leave positive reviews?

How to ask for Shopify customer feedback

The only way you can know if your customers are happy or unhappy (other than receiving bad reviews) is to ask them.

If you don’t, as we’ve already mentioned, you’ll hear about it when it’s too late - after a damaging 1-star review is posted.

So you need a strategy to make customers happier.

Most business owners think they know what their customers want. They think they know what makes them happy. They think their product or service is exactly what they are looking for.

Assumptions are dangerous things - Agatha Christie

But the wise business owner gathers data. Wise business owners ask their customers what they want, how they want it, and what makes them happy.

You are destined to fail if you make assumptions about your customers. So instead you should ask.

How do you go about asking Shopify customers for feedback?

With surveys!

Use surveys to ask your Shopify customers for feedback. Keep on reading to see the Shopify survey tools we recommend you use to effectively ask for feedback…

What to ask Shopify Customers when seeking feedback

What you ask depends entirely on what you want to learn. 

So the first step to discovering what to ask is to think about what data you want to analyze to improve. What part of your business are you trying to improve?

If you’re not sure where to start, here are some great examples of Shopify customer feedback questions you can ask about customer experience:

• Did our product/service meet your expectations?

• How would you rate your overall buying experience?

• Was our product/service worth the cost?

• How likely would you be to recommend us to your friends and family?

• From 1 (unhappy) to 10 (very happy), how would you rate your overall satisfaction with us?

• On a scale of 1 (not easy) to 10 (Very easy), how would you rate your checkout experience?

 

Did you notice a running theme amongst these questions?

No?

The running theme is that all these examples are super easy to answer.

Look at the questions again. In how many words can you answer each question?

That’s right… Just 1.

The easier you make your questions to answer, the more likely a customer is to complete the survey.

Make it too hard to answer, and customers will feel deterred and not bother providing feedback.

Let’s look at an example:

A Simple question:
Did our product/service meet your expectations?

A complex question that will deter Shopify customer feedback:
How did our product or service meet your expectations? If you liked it please tell us why. If you didn't like it please tell us what could be improved.

Do you see the difference?

It’s the same question but one is easy to answer, and the other requires too much brainwork to provide an answer. In short, customers are too lazy to spend too long answering your questions.

And what's more… The data you collect from the simple question is much more analyzable compared to lengthy data that has to be manually assessed.

Learn more about what to ask and how to use the data to boost customer experience in our previous blog post.

When to ask Shopify Customers for feedback

There are lots of touchpoints that you can ask your Shopify customers for feedback. You may be asking yourself, when is the right time to ask for feedback? 

Let’s have a look at the 3 best times to ask for feedback:

1 - Immediately after an order is placed

You can do this as an on-site survey or send your survey through email with the order confirmation.

On-site surveys are more likely to get responses as the customer is already on the order confirmation page so less effort is required to complete the survey.

This timing is the best for feedback on your store, buying experience, and checkout experience.

2 - After the product arrives

If you want feedback on the actual product, you’ll need to wait until it has been delivered to the customer. And for some products, you may need to wait a suitable amount of time for the customer to use the product too.

3 - When a customer complains

You may not think this is the best time to ask for feedback.

But if you want data on your customer service and complaint resolution, this is the perfect time to ask customers for feedback.

Unhappy customers that are satisfied with a resolution to their problem are likely to appreciate being asked for feedback on your customer services.

How to automate your Shopify customer feedback

Asking for customer feedback for your Shopify store doesn’t have to be time-consuming and manual.

You can automate asking for customer feedback with UserLoop’s automated email surveys and checkout surveys.

Let’s take a look at how these work:

Automated Email Shopify Customer Feedback Surveys

You can design and customize the email surveys which are sent to your customers to fully match your brand identity.

Set triggers to send email surveys when a cart is abandoned and after an order is placed. And you can even automate asking your customers to review you on external sites!

UserLoop gives you full control of the email surveys you send so you don’t overwhelm returning customers.

Learn more about email surveys

Automated Shopify Checkout Surveys

UserLoop can automatically embed a survey in your store's order confirmation page.

The survey is automatically installed right on your Shopify order confirmation page, which appears once a customer has completed their order.

Here’s what that could look like:

Top 5 tools for Shopify Customer Feedback Surveys

To help you on your way to selecting the right tool for collecting Shopify customer feedback, we compiled a top 10 list of the best Survey Apps for Shopify in 2021.

Here are the top 5:

1 - UserLoop Customer Surveys - yes we came out on top, but our research was thorough. What can we say, we have a great tool!
Free Trial (all features) / $9.99pm - $99pm

2 - Kno Attribution
Free / $20pm / $45pm

3 - Zigpoll Customer Surveys
Free (all features) / $10pm - $50pm

4 - Enquire Post Purchase Survey
Free trial / $10pm - $100pm

5 - Grapevine Post-Purchase Survey
Free or $3pm

The features vary with each of these 5 tools. We keep adding more and more functionality to UserLoop with all the feedback we receive from our users. So the tool gets better with every regular new release. 

Try out all our advanced features for free with your free trial and get 50 free responses every month!