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Getting started with Grapevine Surveys

Steve Jones
  • Updated

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. Sounds good right? But wait, the app has even more to offer...

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It's not just a post-purchase survey app

Grapevine Surveys was predominantly used by merchants to present customers with a "How did you hear about us?" survey immediately after placing their order, however, we understood that each stage of the customer journey was an opportunity to gain further insight into your business. Finding out whether or not your customers are likely to shop with you again is an important and ongoing process.

Our standalone survey pages feature was therefore introduced to allow merchants to create an unlimited number of surveys that can be deployed at every touchpoint of the customer journey. Each one hosted on the merchant's store using a unique URL, allowing them to be included into emails, or published on landing pages or dropped into live chat sales and support conversations.

Grapevine's flexibility allows you to discover the area's of your business that are working and those that need a little improvement.

What type of survey questions can I ask?

There are currently 3 types of survey question, each providing a different type of insight from your customers. Any combination of these question types can be used within a multi-question survey:

  • Fixed response - Create a set of predefined answer options for the respondent to choose from. 

  • Net Promoter Score (NPS) - A proven metric that measures customer experience and predicts business growth.

  • Open text - provides an open-text format for respondents to answer it in their own words.

Find out more about each survey question type.

Where and when will the survey appear?

Your surveys can be published to the following surfaces:

  • Shopify Online Store (Post-purchase pages)
    • Order status page
    • Thank you page
  • Shopify Online Store
    • As standalone survey pages in your site
  • Shopify Point of Sale (Post-purchase page)
  • External web pages
    • As an embedded survey

How the survey appears will depend on the surfaces that you have decided to activate your survey on and whether you have set your survey to be displayed to new, returning or all customers.

When configured to appear on your online store, the Grapevine Surveys widget will deliver your survey at the top of the order status page after a successful purchase.

Our managing the visibility of your surveys article provides further information about how to activate your survey across various surfaces.

Here is how the Grapevine Surveys widget will typically appear on the order status page. This example shows a multi-question survey comprising of 2 fixed response questions:

 

 

What questions 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 and you can even ask one question to new customers and a completely different question to returning customers, thereby gaining further insight into areas of your business other than a customer's path to purchase.

Survey insights

The survey dashboard will detail how much revenue is attributed to each survey answer:

gv_dashboard_graph_1.png

 

The survey dashboard will also 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: 

gv_impressions_with_overlay.png

 

 

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 receive a lot of conversions 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.

Your survey response data can also identify poor performing channels allowing you to focus your efforts on improving that channel or to cut budgets and reallocate them to higher performing channels:

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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?

If you'd like to ask one survey question to new customers and another question to returning customers, take a look at our article on how this can help your business: New vs. Returning Customer Surveys

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.

How to get started

Here's what we recommend you do next to get your surveys up and running:

We'd be very happy to work with you to recommend and set-up your surveys if you'd prefer our help to get started. Please do get in touch and let us know how we can help.

FAQs

Can I send the survey as an email?

The survey can't be sent as an email, however, you can use our standalone survey feature to include a link to the survey in your Shopify notification emails or preferred marketing automations tool.

Read more about our Standalone survey pages overview.

 

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.

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.

 

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