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Triple Whale Post-Purchase Survey
Triple Whale Post-Purchase Survey

Improve your attribution with data captured directly from your customers

Andrea avatar
Written by Andrea
Updated over a week ago

Triple Whale's Post-Purchase Survey

Ever wanted to ask your customers how they found out about you, who they're buying for or what you should make next? Now, with Triple Whale's post-purchase survey feature, you can ask your customers questions directly in the Thank You page of your checkout flow.

With Triple Whale's default "What led you purchase from us today?" question and custom question builder, you can now unlock improved attribution and learn more about who your customers are.

The best part? It's free.

Open Triple Whale, select the Insights dropdown, then Post-Purchase Survey to get started.

Getting Started

Triple Whale’s Post-Purchase Survey tool can be found under the Insights dropdown in the left-hand panel of your Triple Whale dashboard.

First-time users will be prompted with the following page.

Next → Click “Get Started”

The Survey Builder

After clicking “Get Started”, you’ll be directed to our Survey Builder page

Here, you can customize your post-purchase survey based on the needs of your business

  • How the survey builder works:

    • Language Support: Shops now have the ability to translate this question into the language of their choice, by choosing a language from the language dropdown selector.

      • Supported languages include English, French, Spanish, German, Italian, Danish, Swedish, Norwegian, and Hebrew.

      • Once a language has been selected, the question and any translatable answers will be auto-translated.

      • 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.

        • Note that it is the responsibility of the shop to write any additional questions in the language of your choice as they will not be auto-translated

    • Drag & Drop Responses (re-ordering):

      • By default, the order of which the answers to your Attribution survey question ("What led you to purchase today?") will be randomized for each of your customers. You can still re-order your response types in the builder for this question, but they will be randomized in your thank you page. This is done to prevent survey bias.

      • For additional questions you add to your, you can re-order the answers to your liking and turn off answer order randomization if you wish. Using the light blue square icon found to the far left of each response gives you the ability to drag and drop the response to customize the order in which the responses are displayed

        • You can re-order any response other than "none of the above" which will default to the last response option in your questions.

    • Hide Responses: Clicking the eyeball next to any of the responses will hide that response in your live survey. You should use this tool to hide any of Triple Whale's default responses (those with the lock icon) that aren’t relevant to your brand.

    • Custom Responses & Affluencers (influencers & affiliates): If you’re currently using our (free) Affluencer Hub (learn more), you will have the ability to add up to 5 of your Affluencers to your Post-Purchase Survey. More on this feature in this next section.

      • Custom Responses: You can now add up to 5 custom responses to your "What led you to purchase today?" question and 10 custom responses to your custom questions.

    • Lock Icon: Triple Whale's standard responses used for Attribution will be presented with a “lock icon” which means this response cannot be customized or edited. i.e. you cannot change “Facebook” to “Facebook Advertisement”. But, the responses can be hidden.

    • Answer Randomization 🆕: Clicking the ⬆⬇ on any of your custom questions will allow you to turn the answer order randomization on or off based on your preference.

    • Add a Question: Now, shops can add up to seven custom questions to their post-purchase survey, which will be displayed to customers in the thank you page of your Shopify checkout.

    • Save Survey or Cancel changes: Anytime you’re making changes to their survey, you will need to click the “Save Changes” button to ensure those changes make it into the production (live) version of your survey. If at any point in the editing process, you decide you don’t want to implement the changes you were making, simply click “Cancel”, which will revert the survey back to the last saved version.

Adding Affluencers (optional)

Clicking the “Add Affluencer” button in your survey builder will trigger an Affluencer selector pop-up to display.

Here, you will find a full list of the Affluencers you’ve added to your Affluencer Hub. If you do not see your preferred Affluencer listed, please save your survey, open your Affluencer Hub and add that affluencer to your Hub before reopening your Survey Builder.

Things to know:

  1. A maximum of 5 Affluencers can be added to your survey at any given time

  2. You can swap out, remove and add the Affluencers displayed in your survey at any time

  3. When your customer chooses your Affluencer in their survey response, that response will be used to power the attributed revenue of that Affluencer in your Pixel dashboard as well as your Affluencer Hub dashboard.

    1. *Attribution Note: If the Triple Pixel has identified that the customer visited your site from the Affluencer’s link or used the Affluencer’s discount code at purchase, the order and its corresponding revenue will be deduplicated (i.e. it will not count twice in your pixel dashboard or Affluencer Hub dashboard)

  4. For today, Influencers and Affiliates that are not present in the Affluencer Hub cannot be manually added into the Triple Whale Post-Purchase Survey

Adding Custom Responses

Shops can now add additional answers (max of 5) to their “What led you to purchase today?” survey question. This will help you gather feedback from your customer that’s more tailored to your specific marketing activities.

Note: Custom responses are now used for Pixel Attribution. If a customer chooses one of your custom answers, we will display that answer and the associated order revenue as a row on the Pixel All page.

Custom Answer Pixel Mapping

If you want to customize how your custom answers are displayed on the Pixel All page, you can assign it to a source that Triple Whale has already tracked. To to this, click the three-prong icon and assign accordingly.

As an example, you could assign "Email" or "Text" to your email or sms provider such as Klaviyo, Attentive or Postscript.

None of the above >> Free-form Responses

When your customers (survey takers) choose “none of the above” as their answer to the “What led you to purchase from us today?” question or your custom questions, they will be prompted with a free-form response field to type in their answer.

  • You will have the ability review all of these free-form responses from the report tab in the post-purchase survey page under insights. Once in the report tab, click the "none of the above" response type to display a pop-up with all of your customers responses.

    • Note: API access and exporting of this data is not currently supported, but is on the roadmap.

Custom Questions

Triple Whale customers can now create up to seven custom survey questions. Giving them the ability to learn more about their customers.

  • Custom questions can have up to 10 responses

  • Custom questions are not used in attribution, but results can be reviewed in the Reports page to gain a deeper understanding of your customers

Installing your Survey

Standard Shopify Checkout (checkout.liquid)

If you are using the Standard Shopify Checkout option, simply click the “Install Survey” button below the survey builder and our survey will automatically be added to your Order Confirmation page "Thank you for your order" page. The survey will be displayed to all customers and will be placed right below the customers’ order number details on your Order Confirmation page.

Shopify Checkout Extensibility

In your Shopify Admin:

  • Navigate to Settings > Checkout

  • Click Customize on your live checkout

  • In the page selector drop-down menu, select Thank You Page:

    • Click Add App Block

    • Select the Triple Whale post-purchase-survey block

  • Repeat for your Order Status page

  • Click Save to save your new checkout configuration

Once you’ve 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 PPS will look on desktop view:

And here is how it looks on mobile:

*Note: If you’re using another app such as post-purchase upsells that has scripts running on the confirmation page, they take precedence over our survey. Please place a live order on your site after installing the survey to see exactly how it will be displayed for your customers.

If you need to change the placement of the Triple Whale post-purchase survey, you can do so by using this div tag

<div id="tw-survey" />

Manual Installation

If you're using a 3rd party checkout such as Recharge, you can install our survey by clicking "manual installation" and using the html code provided.

  • Please note that this will require a developer as the order details will need to be passed back to Triple Whale.

Analyze your results

Now that your survey is installed, it’s time to sit back and watch the results roll in.

In your survey report, you will find three different ways to review your data:

  1. Bar graph

  2. Table

  3. Pie Chart

If you’re an agency or report to anyone in your business, you can take screenshots of your preferred reporting style and include them in any of your end-of-month reports.

Triple Pixel Attribution

… What some would consider, “the best part”.

As the Triple Whale Post-Purchase Survey collects zero-party data (data explicitly provided by your customers) Triple Whale will use it to enrich your attribution. If we find that a customer's survey response differs from the journey we’ve captured from the Triple Pixel, we will display the Conversion Value of that order on the channel page that matches the customer's response.

However, if the customer’s survey response matches the channel/source the pixel attributed the order to, the post-purchase survey data will be displayed in the customer journey, but will not be used in attribution (i.e. orders are deduplicated for attribution purposes)

Response

Mapped Channel in Pixel

Facebook

Facebook

Instagram

Facebook

Google

Google Ads

Pinterest

Pinterest

TikTok

TikTok

Snapchat

Snapchat

Email

triplesurvey_email

Text

triplesurvey_text

Referred by a friend

Organic

None of the above

Not Attributed

Examples:

A) Triple Pixel has attributed an order to Facebook via a link click from your Facebook ad AND the customer’s survey response = Facebook

  • Triple Pixel will display the single order and its corresponding conversion value in the pixel table, under the Facebook channel

B) Triple Pixel has attributed an order to Facebook via a link click from your Facebook ad AND the customer’s survey response = TikTok

  • Using attribution model = Triple Attribution, this single order, and its corresponding conversion value will be displayed under the Facebook channel AND the TikTok channel in your Pixel table

C) Triple Pixel does not have any click data on the customer who placed the order, BUT the customer’s survey response = Facebook

  • We will display the order count and conversion value within the Facebook channel of your pixel dashboard under the “Triple Post Purchase Survey” row

FAQs:

  1. How much does it cost?

    1. Free for Triple Whale customers

  2. Can I use the Triple Whale Post Purchase Survey without a paid Triple Whale account?

    1. No

  3. Can I add multiple questions to my survey?

    1. Yes, you can add up to two custom questions to your survey

  4. Can I add custom answers to my survey?

    1. Yes, you can add up to five custom answers and five Affluencers to your "What led you to purchase today? question.

    2. Custom questions allow for up to ten customer responses, not included the default "none of the above" response we automatically add.

  5. Where will this survey be displayed for my customers?

    1. At the top of your order confirmation page, below the “Thank you” text and Order Number

  6. Can I export my post-purchase survey data?

    1. Yes. First, choose the date range you'd like to export data from, then click the "export to csv" button.

  7. What if I’m already using another post-purchase survey tool?

    1. If you would like to use Triple Whale’s Post-Purchase Survey tool in lieu of your existing survey tool, you will need to ensure you remove your existing survey code from your store’s confirmation page. We suggest reaching out directly to your survey provider or referencing their help documentation before doing so.

    2. Fairing (formerly EnquireLabs) customers can directly integrate their survey responses within Triple Whale (learn more).

    3. KnoCommerce customers can integrate survey responses from KnoCommerce as well, here's how.

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