Creating a Post-Checkout Survey
Amanda Calderon avatar
Written by Amanda Calderon
Updated over a week ago

A post-checkout survey, which appears on the order confirmation page after the customer completes their purchase, enables you to learn what your customers liked (and disliked) about their shopping experience at your store. You can use this information to reduce friction and improve the overall buying journey for your customers.

You can also set up the survey to provide your customers with a reward code when they complete the survey. Finally, you can design how the opening and closing pages of your survey will look and behave.

In this article, you'll learn how to:

Before you begin

You'll need to create a survey with defined questions before you can add it to any of Okendo's survey channels. Click here to learn more.

Preview your survey as you make changes

The interactive preview not only shows you what your survey will look like but also how it will work when your participant takes the survey. You can click through each question to test your survey. And each time you add a new question, the preview automatically refreshes and takes you back to the first question to run through the entire survey.

Create a Post-Checkout survey

  1. Go to Surveys > Channels > Post-Checkout in your Okendo app.

  2. Click + Add Survey.

  3. Select a survey in the Survey Questions drop-down list.

  4. Enter a Description.

  5. Click Add to save your changes.

Positioning of the post-checkout module

Multiple apps can compete for the first embedded position on a post-checkout page. The Surveys module will automatically reposition itself to the top of page if it is bumped down to ensure that customer engagement is maximized.

Set display conditions

The display conditions determine who will see your post-checkout survey, where it will appear on the page, and how often it will appear to your customers.

  1. Click the Conditions tab.

  2. In the Who drop-down list, select the condition that customers must meet to see your survey.

  3. In the Where drop-down list, select the place where on the order confirmation page where you want the post-checkout survey to appear.

  4. In the How Often drop-down list, select an option to set how many times your customer will see your survey. A post-checkout survey can be configured to display either for One response per Customer or One response per Order.

  5. Continue to configure rewards and customize the Intro and Outro pages.

  6. Click Add.

Note: In the Who configuration, you have the choice of targeting Repeat Customers. Ensure that the ‘Read Customer’ permission is enabled in Shopify for Okendo to accurately target existing customers.

If you have not granted this permission, a warning banner will appear at the top of the Okendo Profiles section.

Click the below link and follow the prompts to grant the permission.

Configure Rewards

Increase the number of survey responses you receive by incentivizing your customers. You can configure a survey to reward your customers when they complete it. Your customer will see a coupon code on the Outro page and they'll also receive an email with the coupon code.

Note: Reward options are available only for post-checkout, on-site or shareable link surveys and you can only offer coupons at this time (no loyalty points).

  1. Click the Rewards tab.

    Note: When you click the tab, it automatically toggles on the rewards option.

  2. In the Discount field, specify the amount and choose between percentage (%) or dollar amount ($) off their next purchase.

  3. In the Minimum purchase field, specify the minimum purchase amount, if any, that your customers must meet to use the discount.

  4. In the Expires after field, select the number of days that your customer has to use the discount before it expires.

  5. (Optional) In the Applies to collection field, select a collection where the customer can use their discount. If no collection is selected, your customer can use the discount for any product.

  6. In the Description box, enter the text that participants will see once they complete the survey and earn their reward.

Custom Coupon Reward Messaging

Coupon messaging can be adjusted to better align with a store's brand. Set custom text for the following fields on the recommendation page:

Earning Confirmation: The text that displays once a coupon is generated. E.g. You’ve earned a coupon!

Coupon Reveal Text: The text that displays the user is prompted to enter their email to view the coupon code. E.g. Enter your email to reveal your coupon.

To configure the custom coupon message:

  1. Navigate to the Configure tab and open the Rewards section.

  2. Replace the text under the Earning Confirmation and Coupon Reveal text fields.

Customize the Intro page

Invite your customers to take your survey with an Intro page. The Intro page is the first page they will see when they begin a survey and you can configure it to show a welcome message.

  1. Click the Intro Page tab.

  2. Add a Title and a Subtitle (which is optional).

  3. Change the Button Text.

  4. Add your company logo or another brand image to your survey by selecting an option in the Image Type drop-down list.

  5. Do one of the following:

    • If you want to customize the Outro page, continue to the next section.

    • If you're finished making changes, click Add.

Customize the Outro page

Thank you customers for providing their insights with a personalized message on the Outro page. The Outro page is the last page they'll see when they complete the survey. You can configure this page to display a thank you message, a reward code, and a button that links to a page on your store's site.

To customize the Outro page

  1. Click the Outro Page tab.

  2. Add a Title and a Subtitle (which is optional).

  3. Select an option for the Button Type. For example, you can configure the button to link to a page in your store when clicked.

  4. Change the Button Text to match your store's voice and tone.

  5. Add your company logo or another brand image to your survey by selecting an option in the Image Type drop-down list.

  6. Do one of the following:

    • If you want to customize the Outro page, continue to the next section.

    • If you're finished making changes, click Add.

How rewards work on the Outro page

If you set up rewards for completed surveys, the rewards coupon code automatically appears on the Outro page. And when you configure the Outro page to include a button, Okendo applies the coupon at checkout. This gives your customers the chance to use their newly earned discount immediately.

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