Triple Whale's Post-Purchase Survey tool helps businesses capture customer feedback immediately following a purchase by generating custom surveys relevant to your business. Layering zero-party data from post-purchase surveys into your Attribution data improves attribution accuracy.

Setting up this survey provides a deeper understanding of customer journeys and the true impact of your marketing efforts. Learn from your customers' experiences directly on the Thank You page of your checkout flow, and make data-driven decisions with a more comprehensive view of which channels and campaigns are driving conversions.

To create your survey, go to Marketing Acquisition > Post-Purchase Survey.

If this is your first time setting up the Post-Purchase Survey, you’ll see a setup screen. Click Get Started to open the Survey Builder.

Post-purchase surveys may contain unlimited customizable questions. We highly recommend using an Attribution Question as your first question, and we have prepopulated that question for you.

From the Survey Builder, you can customize the Attribution Question, edit response options, add additional questions, and configure how your survey appears to customers.

Add additional response options, toggle visibility for the prepopulated responses, reorder the responses, and add follow-up questions.

Hide any of Triple Whale's default responses, those with the 🔓 icon, that aren’t relevant to your brand by clicking the visibility button.

Customer segmentation for Post-Purchase Survey questions is currently available for Shopify stores only.

On Shopify stores, survey questions can be shown to new customers, returning customers, or both.

WooCommerce stores do not currently support filtering survey questions by new or returning customer status. If your store is on WooCommerce, the segmentation icon will not appear next to survey questions in the Survey Builder. This is expected behavior.

Your WooCommerce Post-Purchase Survey can still include customizable questions, follow-up questions, question logic, open-ended questions, freeform attribution responses, randomized answer order, custom Pixel mapping, and influencer or affiliate tracking. However, questions cannot currently be limited to only new or returning customers.

The Total Impact model requires a statistically significant number of survey responses relative to your total orders in any given time period.

For WooCommerce stores, attribution questions should be set up with the understanding that they cannot currently be segmented by customer type.

At this time, Triple Attribution and Total Impact use responses from the first attribution question in your survey.

Now you can ask pointed questions to your customers based on how they responded to a previous question.

For example, let’s imagine you have hundreds of customers who have answered TV to your What led you to purchase today? question.

With question logic, you can serve this cohort of customers a question such as Which channel did you see our TV ad on?, without displaying it to customers who answered differently.

When adding a new question to your survey, you can now choose between Multiple-Choice (default) or Open-Ended.

When selecting Open-Ended, your customers will be given the option to simply type their response back to you.

This is a game-changer for Shops who want to collect qualitative feedback from their customers.

Here are some sample questions you could ask:

Customers who respond None of the above to the Attribution question will be offered a freeform text field to submit their personalized response. You can review all these responses from the Survey Report. Click on None of the above to display a pop-up with all your customers' responses.

To prevent survey bias, the order in which the answers to your Attribution question will appear to your customers will be randomized.

For any additional questions, you can drag and drop the answers to the order you desire, and toggle on/off answer order randomization with the ⮂ button.

Unlock the full potential of zero-party data by mapping specific responses back to tracked traffic sources.

To customize how your custom answers are displayed on the Pixel All page, you can assign them to a source that Triple Whale has already tracked. To do this, click the three-prong icon and assign the response to the channel of your choice.

For example, you could assign "Email" or "Text" to your email or SMS provider, such as Klaviyo, Attentive, or Postscript.

Triple Whale's Affluencer Hub makes it simple to track and attribute influencer and affiliate marketing impact. You can use your post-purchase survey to capture customer feedback about influencers that impacted their buying behavior, and map that revenue back in your Pixel attribution reports to see your return on investment.

Click Add Affluencer and select up to five Affluencers to be added to your post-purchase survey. If you don't see your preferred affluencer, save your survey progress and create a new Affluencer profile in the Affluencer Hub before finalizing your survey.

Once your survey is complete:

IMPORTANT: After the survey is installed in your WooCommerce dashboard, you must come back to Triple Whale, and click 'Activate' in order for the survey to be considered active.

For any third-party hosted checkouts on your WooCommerce site, you will need to install the Post-Purchase Survey manually on this checkout.

You can access the Manual Installation Method in Triple Whale under Marketing Acquisition > Post-Purchase Survey > Survey Builder > Manual Instructions.