Ever wanted to ask your customers how they found out about you, who they're buying for or what you should make next? Triple Whale's post-purchase survey feature, you can ask your customers questions directly in the Thank You page of your checkout flow.
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.
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.
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 Custom Responses
Shops can 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.
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.
Installing your Survey
Once your survey has been triple-checked (see what I did there?) and saved, it’s time to install your survey.
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.
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.
*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:
Bar graph
Table
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.
Contact founders-dash@triplewhale.com with any questions.