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CSAT

Purchase satisfaction (CSAT)

A one-minute check after any order: overall satisfaction, a quick grid for product, value, delivery and checkout, and whether they'd buy again.

When to send itA day or two after any order arrives, from a customer's first purchase to their twentieth.

Free plan, no card needed. “Fit it to my business” rewrites the wording with AI for your brand.

The survey

How satisfied are you with your purchase?

  1. 1Overall, how satisfied are you with your purchase? · RequiredCSAT · 1–5
  2. 2How would you rate each part of your purchase?Rows: The product, Value for money, Delivery, Checkout on our website. Columns: Poor · Okay · Good · GreatGrid
  3. 3What fell short?Optional. Even a few words help.Shown only when question 1 is at most 3Open text
  4. 4Would you buy from us again? · RequiredYes, definitely · Probably · Not sure · Probably notMultiple choice
End screen
  • Thank you We read every answer and use them to make the next order better.

Suggested coupon

Suggested couponThanks for your feedback. Here's 5% off your next order.One shared codeOne use per customer. Valid for 60 days. Can't be combined with other offers.

A small, shared code matches a one-minute survey sent after every order. Keeping it at 5% says thanks without teaching regular customers to wait for discounts.

Where to send it

  • Order emailAdd the link to your delivery confirmation email, or to the Shopify order email from the Integrations page, with a note to answer once the order has arrived.

When to send it

This is a general satisfaction check for any order, whether it's a customer's first or their twentieth. Send it once the order has arrived and the customer has had a day or two with it. For first-time buyers, the first order check-in goes further into what nearly stopped them buying; this survey suits your regular flow of orders and is short enough to send after each one. If you're on Shopify, the order email link from the Integrations page passes the order number along as ?ref=.

Why these questions

It opens with the standard CSAT question: overall, how satisfied is the customer with this purchase, from 1 (very dissatisfied) to 5 (very satisfied). That gives you one number to follow from month to month.

An overall score hides where things went right or wrong, so the second question is a small grid. The customer rates four parts of the purchase, the product, value for money, delivery and checkout, each from poor to great. It takes seconds and shows at a glance which part drags the overall score down.

Customers who give a 3 or lower see a follow-up asking what fell short. It's optional on purpose: someone who has already told you they're unhappy shouldn't have to write an essay to reach the end.

The last question asks whether they would buy from you again. It's a behavioural check next to the satisfaction score, and the two don't always agree. A customer can be perfectly satisfied and still see no reason to come back.

The coupon

A shared 5% code appears on the thank-you screen for everyone who finishes. It's a modest thanks that suits a one-minute survey, and keeping it small means regular customers don't learn to wait for a discount before ordering. If you'd rather push second orders harder, the first order check-in uses unique codes for a bigger saving.

What to do with the answers

Look at the grid first. If delivery trails the product, the issue is logistics, and the delivery experience survey can dig deeper. If value for money is the weak row, that's a pricing or positioning question worth settling before your next sale.

Then read every answer to "what fell short", and set the buy-again answers against satisfaction. Customers who are satisfied but unsure about ordering again are the group a well-timed follow-up email or a new product launch can win over. Customers who are unhappy and say they won't return deserve a personal reply if the order reference lets you reach them.

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