A "How did you hear about us?" survey unlocks attribution insights into your customers' path to purchase, allowing you to tweak your marketing spend and optimize the returns. But what's next? Would you like to learn something additional from returning customers', like how they perceive your brand or who they are purchasing for? Of course you would!
If your products are hitting the mark and you're nurturing customer relationships through various marketing initiatives, then it's likely that your customers will be very happy to make further purchases from your store.
When a customer places a follow-up order with your store, they're providing you with two pieces of information that you don't receive from a new customer . The first is that they have already "heard about you" and the second is that they were happy enough to return to your store and place a follow-up order.
This is valuable knowledge and provides you with the perfect opportunity to find out why they came back to you. Was it your communication during the shipping process that was so impressive, or perhaps the beautiful craftsmanship of the product itself, or maybe even the sheer variety of colours or flavours available through your store?
Gaining insights from returning customers is just as important to your business as finding out where new customers have come from. So why not ask this loyal cohort of customers a returning customer survey question?
Gaining additional insight from your returning customers can help you to improve essential areas of your business. Some areas you may want to gather feedback on are:
- Your shipping process: Was it outstanding or does it need some work?
- Product design: Does it fall below, meet or exceed expectations? What can we improve on?
- Store user experience: Were you able to find what you needed? Was it a good experience?
- Support processes: Did you need to make a return, how was it? Did we help you with any queries about your order? Were our support team efficient?
Running and growing a successful Ecommerce store can often be overwhelming, especially if you don't know where to focus your efforts. By asking returning customers if there is anything that you can improve on, you'll start to see a pattern emerge that will inform where to focus your efforts. The improvements you make as a result may not bring in new customers, but it should certainly help to increase the number of customers who return to place subsequent orders with your store and we all know how important customer lifetime value is to the health of our business.
Grapevine new and returning customer surveys
The Grapevine Post-Purchase survey app allows you display a different survey depending on whether the customer is a New or Returning Customer. You can also decide to display a single survey to All Customers, regardless of their prior relationship with your store. You can even display more than one survey on the Order Status Page at the same time should you choose to.
See our setting up your survey question article to get started with Grapevine and then take a look at one of the following guides on how to target either new or returning customers:
Need any help?
If you would like any advice on creating new or returning customer surveys or have any other Grapevine related questions, then please do just get in touch.