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.
Creating Your Post-Purchase Survey
To install the survey, head to the Post-Purchase Survey page and click Get Started.
Post-purchase surveys may contain up to seven customizable questions. We highly recommend using an Attribution Question as your first question and we have prepopulated that question for you.
Customizing the Survey
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 š
icon) that arenāt relevant to your brand by clicking the š¹
button.
Supported Languages
You can also translate the Attribution question into one of our supported languages. Once a language has been selected, the question and any translatable answers will be auto-translated.
Supported languages: English, French, Spanish, German, Italian, Danish, Swedish, Norwegian, Hebrew, Dutch, and Portuguese.
You can also edit the question to best suit your native dialect; or, type the question in a language that may not be natively integrated.
Freeform Responses
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.
Randomized Order
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 ā®
button.
Custom Pixel Mapping
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.
Influencer & Affiliate Tracking
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.
Installation Methods
Once your survey is complete, click Save Survey. To install the survey on your site, following the steps outlined below that are relevant to your shop's checkout configuration.
Standard Shopify Checkout
If you use the standard Shopify Checkout (i.e. checkout.liquid
), simply click Install Survey on the Survey Builder page to launch the survey on your Order Confirmation page.
Shopify Extensibility
If you use the new Shopify Extensibility checkout, head to Settings > Checkout and click Customize. On the Thank you and Order status pages, click + Add app block
and add Triple Whale's post-purchase survey to the page. Finally, click Save.
Non-Shopify Checkouts
If you use a non-Shopify third-party checkout, such as Recharge Checkout, follow the manual installation instructions found on the Survey Builder page.
Please note that this will require a developer to customize a snippet of code so as to dynamically replace <order_id>
with the Shopify order number.
Test Your Survey
Once youāve installed your survey, you can go through your live store and place a test order to review your survey setup. Answering your survey is also a great way to review how your data will be displayed in your Survey Report.
Here is how the survey will look for customers on desktop view:
Here is how the survey looks on a mobile display:
Analyze Your Results
Now that your survey is installed, itās time to sit back and watch the results roll in. In the Survey Report, you will find numerous reports that help you visualize your customer feedback.
You will also begin seeing a Triple Post-Purchase Survey row on your Pixel attribution reports.
The following table outlines which channel each survey response will be attributed towards.
Response | Mapped Channel in Pixel |
Google Ads | |
TikTok | TikTok |
Snapchat | Snapchat |
triplesurvey_email (unless custom mapping applied) | |
Text | triplesurvey_text (unless custom mapping applied) |
Referred by a friend | Organic |
None of the above | Not Attributed |
Interpreting the Pixel Data
Combining first-party tracking data with zero-party survey data can lead to some confusing reporting questions. Triple Whale supports a variety of attribution models which allow you to distribute credit using the model that best fits your specific reporting needs. The illustrations below aim to illustrate the priority schema used to ensure you more fully understand the possible ways of reporting on the data.
When Pixel and Survey Data match: If a customer was tracked by Triple Whale's Pixel to a Meta ad click, and the customer responded Meta to the survey, the order and its corresponding conversion value will be attributed to Meta. (No surprises here!)
When Pixel and Survey Data differ: If a customer was tracked by Triple Whale's Pixel to a Meta ad click, yet the customer responded TikTok to the survey, then:
we will give precedence to Pixel-tracked data, and give credit to Meta.
However, by using the Triple Attribution model you can allow for duplicated credit to Meta and TikTok
When there is only Survey Data: If a customer did not have any tracked click events, but the customer responded Meta to the survey, the order and its corresponding conversion value will be attributed to Meta and located in the Kno row.
Frequently Asked Questions
1. Can I add multiple questions to my survey?
Yes, you can add up to seven custom questions to your post-purchase survey.
2. Can I add custom answers to my survey?
You can add up to five custom responses and five Affluencers to your
What led you to purchase today?
question.Custom questions allow for up to ten customer responses, not including the default
none of the above
response that we automatically add.
3. Can I edit the standard responses to the Attribution question?
Triple Whale's standard responses used for Attribution cannot be customized or edited. For example, you cannot change āFacebookā to āFacebook Advertisementā. However, the responses can be hidden and you may create your own alternative responses.
4. Where will the survey be displayed for my customers?
5. Can I export my post-purchase survey data?
Yes. Choose the date range for the data you would like to export and click Export to CSV.
6. What if Iām already using another post-purchase survey tool?
If you would like to use Triple Whaleās Post-Purchase Survey tool in lieu of your existing survey tool, you will need to ensure you remove your existing survey code from your storeās confirmation page. We suggest reaching out directly to your survey provider or referencing their help documentation before doing so.
Fairing (formerly EnquireLabs) customers can directly integrate their survey responses within Triple Whale (learn more).
KnoCommerce customers can integrate survey responses from KnoCommerce as well.
7. What if I'm running a post-purchase upsell app on my Thank you page?
If youāre using any other app that runs on the Order Confirmation page (such as a post-purchase upsell app), that app's module will appear above our survey on the page by default. If you use Shopify Extensibility, you can modify the arrangement of these modules as you see fit. You can see exactly how it will be displayed for your customers by placing a live order on your site after you install the post-purchase survey.
If you need to change the placement of the Triple Whale post-purchase survey, you can do so by using this
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tag:<div id="tw-survey" />