Feedback is a tool designed to collect post-purchase feedback from shoppers, enabling shops to engage with customers via a personalized chatbot and gather detailed feedback about their experience.
Value of Feedback
A lot of retailers today track returns and the reasons behind them, thanks to many amazing return management tools available on the market. But, when it comes to customers who decide to keep their purchases, interaction usually only extends to simple "How would you rate your purchase?" or "Would you recommend us?" surveys.
Our research has found something interesting: even if a customer didn't return an item, it doesn't necessarily mean they're completely satisfied with their purchase. These customers can offer valuable insights about your products, how well they fit, and their overall experiences.
That's why we've built Feedback. It's a great tool to not only engage with shoppers after they made a purchase but also utilize more sizing and fitting insights in Fit Quiz and future product designs.
Let's dive deeper into how Feedback works, how it can be customized and used.
Components of the Feedback product
The Feedback product consists of several components:
Email – shoppers receive an email based on their recent purchase
Link – each email contains a customized link that corresponds to the purchase and customer. This link opens the Feedback survey
Survey – this survey is presented as a chatbot with pre-defined questions and answers
Dashboard – shops can view top-level metrics, such as the number of shoppers who interacted with Feedback, their fitting preferences and overall sizing and fitting experience with previous purchases
Integration with Klaviyo, Omnisend, and Mailchimp
To facilitate a smooth setup, we've integrated with popular email systems like Klaviyo, Omnisend, and Mailchimp. This allows shops to link their existing accounts and:
target a specific segment of shoppers
utilize existing email templates and settings
view past and scheduled campaigns – Feedback campaigns will appear just like any other campaign
Feedback email
Interaction with Feedback begins with an email sent to shoppers. This email details their recent purchase and invites them to answer a few questions.
We provide ready-to-use templates to personalize emails as much as possible. Shops can customize these templates – for instance, by adding custom images, colors, and fonts. Besides our predesigned templates, shops can also select their existing templates or create new ones.
Feedback link
Each email contains a link that is automatically customized to each purchase and customer. The link only contains tags like Shop ID, allowing dynamic updates for each email. This means that the link only needs to be set up once, and it will automatically update to include details of a shopper's recent purchase. It also ensures, that no personal information (like shopper's name or email, purchase details etc.) are visible in the link.
Feedback survey and the chatbot experience
The Feedback survey is presented as a chatbot, that opens in a new window upon clicking the Feedback link.
The number of questions and their specifics depend on the quantity and categories of items a shopper purchased.
Customization – shops can personalize the experience by using their logo, modifying the text of questions and answers, and adding a discount code for shoppers who complete the survey
Language Support – we currently support 16 languages and can add new ones via our translation admin
Mobile-Friendly – all our designs are fully mobile-friendly
Performance dashboard
Shops have access to the Analytics dashboard and reports, which display key top-level metrics:
User funnel – for example, the number of shoppers who opened and completed the survey
Regular fitting preferences – how shoppers prefer items to fit and look on them
Size and fit feedback about purchased products – grouped by categories or models. For instance, it can show whether a certain category tends to run too small or has excessively long sleeves
Upon request, we can also provide shops with raw data containing the answers.
Example of the Feedback Performance dashboard
What can you expect?
Feedback has an impressive survey completion rate of 89%. Adding promo codes further increases this rate. The open rate varies depending on the frequency of a shop's communication with its shoppers.
How shops use Feedback
Usually shops will utilize Feedback to:
Reactivate shoppers – shops can target specific shoppers (for example, those who last made a purchase six months ago) and reactivate them by offering special discounts and offers upon survey completion
Understand shoppers better – Feedback collects more detailed information about shoppers' overall satisfaction and specific products and categories.
Improve future products and collections – Shops receive detailed raw data with shoppers' responses on a product-level. This data can be used to improve future production and address issues shoppers mention, such as items being too long or too tight around their shoulders.
How Feedback is used in Fit Quiz
We leverage Feedback data to further increase the accuracy of our size recommendations in the Fit Quiz. This can be used on a specific shopper-level, as well as on a SKU/product- and category-level.
Coming soon
Later this year, Feedback will be available as automatically sent email flows on Klaviyo. This will allow shops to continually and automatically collect post-purchase feedback within set triggers and date ranges.
Getting started
Feedback is available for all shops on our Premium plan and can be enabled and configured directly from the Shopify Fit Quiz app. Contact our team to learn more and launch your first Feedback campaign.