Please Note:
The features and settings described in this article are only available to Merchants on our Base or Extra plan.
Need to upgrade to make use of these features? Please take a look at our plans and pricing page.
Grapevine is a post-purchase survey app that allows Shopify Merchants to ask their customers a single question after they have placed an order.
We've put together a simple guide to get your Grapevine survey up and running in minutes.
Grapevine currently offers three survey types for you to choose from. This article will cover the steps for setting up a Net Promoter Score (NPS) survey. Of the two other survey types, Open Text surveys also require a Base or Extra plan subscription, whilst the Fixed Response is also available to those on all plans, including our deprecated Legacy plan. Please see the relevant articles linked below:
Setting up a fixed response survey
Setting up an open text survey
Setting up a Net Promoter Score (NPS) survey
Want to know how loyal your customers are and if they're likely to recommend you to others? Calculate your NPS score by asking your customers how likely they are to recommend your business to a colleague or friend and you’ll learn what your customers think of you. This type of survey helps you to react quickly to any negative feedback and provides a benchmark of how you compare against competitors in your industry.
Steps
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 NPS section:
This will present the Survey Builder page. We shall go through each section of the Survey Builder in more detail below:
NPS Section - Deciding on your survey question
The first thing to consider is what sort of information you are looking to collect after a customer has placed an order on your store. With an NPS type survey, a Merchant may wish to ask a question related to the customer's shopping experience or if they would be likely to recommend the store. We'll use this last 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.
NPS section - What do these fields represent?
Title - This field is mainly used as the survey question.
Very likely text - This text will help signify the high scoring end of the scale.
Not likely text - This text will help signify the low scoring end of the scale.
Thank you text - Once the survey response has been submitted, this line of text is presented to the customer thanking them for taking the time to submit your survey.
Reverse the number scale - Enabling this option will display the scale as 10-0, instead of 0-10 as shown in the screenshot below:
* - 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.
Custom CSS - 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.
Settings Section
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
Preview Section
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.