Overview

Triple Whale's post-purchase survey tool aids businesses in capturing 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 install the survey, head to the Post-Purchase Survey page and click Get Started.

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.

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 𓁹 button.

Who should receive this question? New Customers? Returning Customers? How about both? Now you can decide which of your customer cohorts should receive each of your post-purchase survey questions.

Simply click on the segmentation icon next to any of your questions to determine which customer segment should receive that question.

Please note that changing the segmentation settings of your attribution question could affect the Total Impact model’s ability to work properly. The Total Impact model requires a statistically significant number of survey responses relative to your total orders in any given time period. If you choose to serve this question only to new customers, you may not have enough responses to power the Total Impact model.

If you choose to apply a segment to your first question (new or returning customers), you may ask a second “Attribution question” to the inverse segment. However, at this time, Triple Attribution and Total Impact are only using 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, click Save Survey. To install the survey on your site, click Install Survey on the Survey Builder page to launch the survey on your Order Confirmation page. Follow the instructions there to activate the survey.