Articles on: Customer communication

Ask customers questions after they buy

A survey asks customers a short question just after they order, when they are most willing to answer. Build one under Features → Survey forms. Pick the pages it shows on, how often, and what to ask. Answers collect in a report.

What this does

The moment after checkout is the one time a customer will happily answer a question. They have just bought, they are pleased, and they are still on your site.

"How did you hear about us?" is the classic, because ad platforms cannot tell you reliably and your customers can.

Build a survey

Go to Features → Survey forms.
Select Create survey.
Give it a Survey name. Only you see it.
Turn on Turn on this survey.
Choose Where to show it.
Choose How often to show it.
Add your questions.
Save.

Where to show it

Thank you page — On the confirmation page, right after the order is placed
After checkout page — On the extra page between checkout and the confirmation
Order status page — On the order status page customers come back to later
Checkout page — During checkout

Thank you page is the best default. Attention is highest and the order is done, so a question cannot cost you the sale.

You must keep at least one page selected.

How often

Once per order — Every order gets the survey, so a repeat customer is asked again
Once per customer — Each customer is asked once. After they answer, it stops showing on all their future orders.

Once per customer for attribution — asking a regular where they heard of you every time is annoying and the answer never changes.

Once per order for feedback about that specific purchase.

There is also Only show while the order can still be edited, which ties the survey to your editing window.

Question types

Each question can be a single choice, multiple choice, a dropdown, free text, a number, a file upload, a star rating, an NPS score from 0 to 10, or yes/no.

You can require an answer, and reorder questions.

Keep it to one or two questions. Response rate falls off a cliff after that. A single question answered by half your customers beats five answered by nobody.

Read the answers

Open a survey's Report to see the responses.

Good to know

Deleting a survey deletes its responses. The confirmation says so: it permanently removes the survey and all of its answers, and cannot be undone. Export anything you need first.

Ask one thing. The temptation is to add questions while you are there. Resist it.

A file upload cannot go on the After checkout page. Use a different page if you need one.

Surveys need their app block. Like every customer-facing feature, the block must be on the page — see Add Account Editor blocks to your store.

Troubleshooting

No survey appears — Why: It is off, or its app block is missing — Fix: Check both
Repeat customers never see it — Why: Once per customer is set — Fix: Switch to Once per order
It disappears after a while — Why: Only show while the order can still be edited is on — Fix: Turn it off
Few responses — Why: Too many questions — Fix: Cut it to one
A page cannot be deselected — Why: At least one must stay selected — Fix: Pick another first
File upload is unavailable — Why: It does not work on the After checkout page — Fix: Use another page

FAQ

What should I ask?

"How did you hear about us?" if you want attribution. A rating if you want feedback. Pick one — asking both halves your response rate.

Where is the best place to show it?

The Thank you page. Attention is highest, and the order is already placed.

Will it put customers off?

Not one short question after they have bought. Several questions, or a survey during checkout, might.

Can I see who answered?

Answers appear in the survey's report.

What happens if I delete a survey?

The survey and every response are deleted permanently. Export first if you need the data.

Updated on: 21/08/2026

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