Grapevine is a post-purchase survey app that allows Shopify Merchants to ask their customers a single question after they have placed an order.
This article will guide you through the set-up of a Fixed Response survey. For details of how to set up the other two survey types Net Promoter Score (NPS) and Open Text, please see the relevant articles linked below:
Setting up a fixed response survey
Also known as a closed-end question, this survey is best suited for when you'd prefer to offer your customers a predefined list of answer options. It's the most common survey type for asking customers how they heard about you. You also have the ability to add an "other" answer option to this survey so that customers can answer in their own words if none of your predefined answer options apply to them. Let's get started.
1. Within the Grapevine app, navigate to the Surveys tab:
2. Click the New Survey button:
This will display the Create a New Survey page:
3. The default survey name can be changed:
4. Click the Create button within the Fixed Response section:
You will then see the Survey Builder page. Let's go through each section in more detail.
Content Section - Deciding on your survey question
The first thing to consider is the information/insight that you are trying to gather after a customer has placed an order on your store. The majority of Merchants ask a question related to how a customer came to visit their store. We'll use this question as our example for this set-up guide, but you can ask any question that will help you to learn more about your customers.
Content - What do these fields represent?
Survey Title - This field is mainly used as the survey question. If you use the optional Survey Text field below as your question, then the Survey Title field can just be used to grab the attention of your customers.
Survey Text - This is an optional sentence underneath the Survey Title field, which can either be used as your main survey question, or used to provide additional context or guidance on answering the survey question.
Button text - This is the text which appears on the button underneath the answer options. The button is used to submit the survey response.
Thank you text - Once the survey response has been submitted, the survey is hidden and this line of text is presented to the customer thanking them for taking the time to submit your survey.
* Fields marked with an asterisk are required fields. Optional fields can be left blank and nothing will be displayed in that space within your survey widget.
Options Section - Defining the survey answer options
There's no limit to the number of survey answer options that you can provide for your customers.
We do, however, recommend that you keep the list to a minimum to make it a quick and easy survey for your customer to consider responding to.
Options - What do these fields represent?
Display options as a - This is where you can select the display format of the survey answer options to either be presented as radio buttons or as a dropdown list.
Placeholder text - This is the default text which appears in the dropdown box prior to an answer being selected.
To add additional survey answer options, simply click on the + Add another option button below the list of defaults.
Adding sub options
Within each survey answer option is the ability to add as many sub options as you require. Sub options can be used to provide more granular survey answer options for the customer to choose from.
For example, you may have an answer option called Social Media, and the sub options within that category might be: Facebook, Instagram, Twitter etc.
As per the + Add another option button, you can keep clicking the + add sub option button to add as many sub options as you require.
When choosing Radio buttons as the display option, a Collapse sub options setting will appear. Enabling this feature will display sub-options as a secondary choice, which is particularly useful if you would like your customers to narrow down their selection but not be presented with a long list of options initially.
Randomise order of survey options
In order to remove any bias related to the position that your survey answer options appear in, we have provided a setting to randomise the order of the survey answer options.
Enabling the free form "Other" option
The Grapevine survey also allows you to enable an Other survey response option, which can be used as a freeform text box for the customer to type in a unique answer. When enabled, this option can be used by customers when none of the predefined survey answer options meet their needs.
Please be aware that enabling the Other option could open up your survey to receive many unique responses which could make your survey data difficult to analyse and interpret. We do however have a feature within our Extra plan that will allow you to reclassify survey responses if you feel you need to re-assign survey responses.
To find out more about this feature, please read our article on reclassifying your survey responses.
If you'd like to change the name of this option in your survey from Other to something more suited to your question, then changing the Other label field will enable you to do this.
You can also set the placeholder text that will appear in the Other option input field to provide customers with more context or an example of the kind of response you would like to know about:
This placeholder text will be removed when the customer places the cursor into the input field.
Settings - What do these fields represent?
Only capture one response per customer - When checked, this setting will limit the survey to one response per customer. Customers that have previously submitted a response to your survey will no longer be presented with the survey question at their next checkout on your store.
If you are on our Extra plan, enabling this feature will also prevent the Survey reminder from appearing in your shipping confirmation notification email when that customer has already submitted your survey.
Tag Orders / Customers - The Extra plan has a very useful feature for Merchants that wish to push the information captured by the survey into other connected systems they may have. The tagging feature can apply a customer or order tag that represents the survey response that a customer has provided.
The settings in the above example would apply the following Customer tags:
To read more about Grapevine's tagging features, please see the following article: Use tags to identify survey responses
This section will allow you to customise the style of your Grapevine survey widget by adding in your own CSS styles to override the default styling.
Please take a look at our Styling the survey widget article for further details.
The Preview section will update in real time to reflect any changes you make in any section of the Survey Builder page:
Google Analytics Section
Send events into your Google Analytics account each time a user views or responds to your survey. Explore audience insights and compare survey responders against your wider analytics segments.
Read more about our Google Analytics integration