4 Post-Purchase Survey Templates for Shopify: Questions and Setup

Use these templates to ask one clear question about discovery, recommendation, checkout or product experience. Each includes wording, answer options, placement and a follow-up you can create in OrderSurvey. They are copyable examples, not automatically imported surveys or guaranteed performance results.

Start with the decision you need to make. For example, a discovery survey can reveal which creators respondents remember; a checkout survey can identify unclear information. The 53-second product walkthrough shows a real development-store survey, conditional questions and a saved response.

Choose a template and placement

Template	Main question	Placement	Setup requirement
Attribution	How did you first hear about us?	Thank you	Choose All orders or First orders only
NPS	How likely are you to recommend us?	Order status	Ask whether the buyer has received and used the purchase
Checkout CSAT	How satisfied were you with placing your order?	Thank you	Keep the wording about the buying experience
Product feedback	How satisfied are you with this product?	Order status	Name the product, target its ID and check experience first

Order status does not mean delivered. That page is available before delivery too. OrderSurvey has no delivered-status condition or per-order post-delivery delay. Start and end dates control a survey's overall availability, not how long after delivery each buyer sees it.

These templates use online survey blocks. For an in-store survey, follow the separate Shopify POS guide; advanced visual branching is not currently available on POS.

Template 1: Attribution — “How did you hear about us?”

Placement: Thank you.

Audience: All orders, or First orders only when you want to focus on new-customer discovery. Use this audience setting rather than existing customer tags; customer-tag targeting is unavailable on checkout pages.

Question 1 — single-select: “How did you first hear about us?”

• Instagram
• TikTok
• Google search
• Friend or family
• Podcast, YouTube or another creator
• ChatGPT or another AI assistant
• Other
• Don't remember

Adapt the options to your business without requiring buyers to know whether a post was paid or organic. Add only the detail you plan to use:

Answer	Optional short-text follow-up
Podcast, YouTube or another creator	“Which creator or show?”
ChatGPT or another AI assistant	“Which assistant?”
Other	“Where did you first hear about us?”

Use the built-in Other text option instead of a separate Other follow-up if you prefer. Do not ask the buyer to enter private chat content.

Completion: “Thank you — this helps us understand how people discover our store.”

First-order classification is obtained on Thank you and stored for the same order's Order status page. If you use that audience on both pages, publish and test both blocks; missing classification is not treated as a first order. See audience and targeting behavior.

Interpret answers as reported discovery, not proof that a channel caused a purchase. Keep click-based attribution and self-reported AI discovery distinct. The discovery playbook and AI measurement guide explain how to use both.

Template 2: NPS with conditional follow-ups

Placement: Order status.

Audience: All orders, or a supported audience and rule combination relevant to your research.

Question 1 — single-select: “Have you received and used your purchase?”

• Yes
• Not yet
• It was a gift

Send Yes to the NPS question. Send the other answers to a neutral completion message such as “Thanks for letting us know.” Ending the survey completes that response; it does not schedule a later invitation or automatically ask again after delivery. A timed post-delivery invitation requires a separate workflow.

Question 2 — NPS, 0–10: “How likely are you to recommend us to a friend?”

Question 3 — optional long text, selected by score:

Score range	Follow-up
0–6	“What went wrong, and what could we improve?”
7–8	“What would have made the experience better?”
9–10	“What worked especially well for you?”

Completion for every score: “Thank you for sharing your experience.”

On Unlimited, you can configure a low-NPS webhook alert for a chosen threshold. Slack, Teams and JSON formats are supported. Verify receipt with a test submission, then assign someone to review saved answers. The webhook does not automatically contact customers. Do not restrict public-review invitations to positive scores.

See the NPS calculation guide and conditional follow-up guide. Compare scores only when the question, timing and audience are sufficiently similar.

Template 3: Checkout satisfaction

Placement: Thank you.

Audience: All orders. If you need a specific market, use a supported Shipping Country code condition and confirm it with a test order.

Question 1 — CSAT, 1–5: “How satisfied were you with the process of placing your order?”

Label the endpoints clearly: 1 = Very dissatisfied, 5 = Very satisfied.

For scores 1–3, show a multi-select question: “What could we make easier?”

• Understanding shipping costs or timing
• Finding payment information
• Signing in or creating an account
• Finding the right product information
• Something else

For scores 4–5, show an optional short-text question: “What worked well?”

Completion: “Thanks — your feedback helps us choose what to improve.”

This template asks about checkout, not delivery or product quality. It also excludes shoppers who never completed an order. Review counts and comments before interpreting percentages, especially with a small sample. Multiple selections can exceed 100% when percentages use respondents as the denominator.

For delivery satisfaction, use a separate question after an experience check; simply putting this template on Order status does not establish that delivery has happened. See NPS, CSAT and CES differences.

Template 4: Product feedback

Placement: Order status.

Targeting: Product ID or Variant ID for the item being discussed. Collection targeting is not currently available. Put the product name in the questions so a mixed basket does not create ambiguity.

Question 1 — single-select: “Have you received and used [product]?” — Yes / Not yet / It was a gift.

Continue only for Yes. Use the same completion behavior and timing limitations described in template 2 for the other answers.

Question 2 — CSAT, 1–5: “How satisfied are you with [product]?”

For scores 1–3, show optional long text: “What was different from what you expected?”

For scores 4–5, show optional short text: “What do you like most about it?”

For apparel, you can replace the satisfaction question with “How did the fit compare with your expectations?” and options Smaller / As expected / Larger, followed by “What would help you choose a size next time?”

Completion: “Thank you — we'll use this feedback when reviewing [product].”

Review the named survey in Responses. Unlimited CSV exports include the order ID, questions, answers, placement and response-tag information; they do not automatically include product IDs or order values. Join to your own order data if you need product-level analysis across surveys. Treat a pattern as a reason to investigate, not proof that a change will prevent returns.

Launch checklist for all four templates

1. Create and save the survey. Add questions, answer options and follow-ups in OrderSurvey. Set Display on, audience, schedule and enabled status.
2. Use supported online rules. Available fields include Order Total, Total Quantity, Product ID, Variant ID, Shipping Country and Currency. First/repeat order is a separate audience setting. Existing customer tags and collections are not supported targeting fields on these pages.
3. Publish Shopify's blocks. In the checkout editor, add OrderSurvey separately to Thank you and Order status wherever the survey should appear. Save the active configuration. Creating or enabling a survey alone does not place a block.
4. Test eligibility and every branch. Check a qualifying order and an excluded order, each answer path, and a changed earlier answer. For first/repeat targeting, check both classifications.
5. Verify the saved response. Submit once and confirm the order, answers and page location in Responses. Reopen the same survey for that order to check completion behavior.

If several surveys are eligible, higher priority wins. A default fallback must still meet the enabled, schedule, audience, placement and usage requirements. See the branch-testing checklist and Thank you setup instructions for the full walkthrough.

Choose a plan for the volume and analysis you need

Free includes 100 responses across the store per rolling 30 days, plus branching and supported targeting. Unlimited is $24 USD/month with unlimited responses, CSV export, low-NPS webhook alerts and priority support. Export and alerts require Unlimited; they are not Free-plan features. Check current plan details.

Start with one template, confirm that a response is saved, then review whether its answers help you make a decision. Install OrderSurvey or book personal setup help to walk through your survey and verify both pages together.