Why do I need Grapevine?
As the tracking cookie continues to crumble, Marketers can no longer rely on attribution and analytics tools to track a customer's full purchasing journey. How then, do Marketers gain insight into where their customers are coming from? How do they know where to allocate their next round of marketing spend without throwing away half of their budgets? It's simple, they find out by asking those visitors that make the transition to become customers.
Grapevine, a post-purchase survey app
Grapevine enables merchants to create a post-purchase survey that will be presented to customers on the order status page immediately after placing their order.
The survey question is customisable and can be published to your online store, Point of Sale, Legacy Recharge Checkout or via a dedicated Survey Landing Page (Survey reminders).
There are 3 types of survey to choose from, each of them providing a different type of insight from your customers:
- Fixed Response - read more about setting up this type of survey
- Net Promoter Score (NPS) - read more about setting up this type of survey
- Open text - read more about setting up this type of survey
Where and when will the survey appear?
When installed and set to appear on your online store, the Grapevine survey widget will appear at the top of the order status page after a successful purchase via your online store.
How it appears will depend on the type of survey you have decided to create and which sales channels you have decided to activate your survey on. Our managing the visibility of your surveys article provides further information about how to activate your survey on your available sales channels.
Here is how the Grapevine survey widget will typically appear on the order status page when using a fixed response survey:
What question can I ask?
"How did you hear about us?" - is a very common question asked by many consumer-facing businesses. It helps them to understand where their customers are coming from. It's a simple question, but if the data received in answer to this question is used correctly, it can provide crucial insight when shaping marketing campaigns and allocating marketing spend.
You can, of course, ask any question you like within your survey.
The survey dashboard will display how many impressions your survey has received, how many responses there have been and across which channels they have been submitted. This will provide you with your overall survey response rate.
The survey dashboard will also detail how much revenue is attributed to each survey answer:
(The Answer Breakdown screenshot above is taken from a Merchant using our Extra plan which also shows comparison figures from the previous period)
How will Grapevine help my business?
By knowing the sources of conversion, you are able to shape your future marketing campaigns to get maximum impact. If you have a lot of conversions coming from social media, this will tell you it’s a highly effective sales channel and you should continue to push your marketing activity in that area and maybe even increase your budget.
Equally, if you're running a marketing campaign or spending money on a particular channel, you can cross-reference the spend with the true return.
Finally, this data will identify the poor performing channels and allows you to take appropriate action. This could be to focus more of your efforts and resources on improving that channel or to cut budgets and reallocate them to higher performing channels:
Why wouldn't I just use campaign tracking?
Campaign or source tracking is very hard these days due to the number of devices and methods a customer can find you. Sometimes a tracking code doesn't tell the whole story. For example, your customers could be seeing an advert on their phone from a social media page. But wait until they get home and search for you on their tablet or laptop. This would therefore be tracked as a direct or organic search. But in reality, it was that social advert which brought in the traffic. Using a post-purchase survey, that customer would be able to tell you exactly how they found you and the channel can be correctly attributed to the sale.
The Grapevine survey also provides you with one more opportunity to connect with your customers and ask them the question directly. The insight you gain from your customers is always going to be better than tracking ID's and pixels.
Getting started
Want a little Extra ?
Our Base plan delivers a lot of functionality, but you may want something a little extra. Find out about the available features and settings in our Extra plan and how these features can be used to create further insight into your marketing spend.
Find out more in our Extra overview.
FAQs
Can I send the survey as an email?
The survey can't be sent as an email, however, if you are on our Extra plan, you can use our survey reminders feature to include a link to the survey in your shipping confirmation email. The link will only appear to those customers who have not already completed your survey.
Read more about our survey reminders feature.
Can I prevent customers from filling in the survey more than once?
Yes,. we have a setting that can be enabled to ensure that customers only complete your survey once.
Read more about limiting the survey to one response per Customer.
Can I ask multiple questions?
The Grapevine post-purchase survey question is intended to be a quick and easy single survey question for your customers to answer and then be on their way, so keeping the survey limited to a simple question should make it more likely for them to submit an answer.
For further FAQs please take a look at our FAQs section.
Need any help?
If you have any questions about Grapevine, or would like to request a feature to make your survey question more flexible, then please do get in touch.