1. Define what you want to know
Pick a single goal per survey: the buying experience, new product ideas, or why someone stopped buying. A survey that asks about everything is useful for nothing.
2. Keep it short
Five questions at most and under two minutes. The longer it is, the fewer people finish it.
3. Use questions that give useful answers
Combine closed questions with one open question.
- From 1 to 5, how easy was it to place your order?
- What did you like most about your purchase?
- What would you improve?
- What other product would you like to find with us?
4. Choose the right moment
Send it one or two days after delivery, while the experience is still fresh. For inactive customers, ask directly and kindly what drove them away.
5. Send it through the channel they already use
A free form with the link sent on WhatsApp works well. For something quicker, a poll in your stories or your group also gets answers.
6. Thank people for participating
A small coupon or a simple thank-you message increases responses and leaves a good impression.
7. Act and tell people
Look for comments that repeat and change something concrete. Then announce it: 'You asked for more payment options and now we have them'. That way customers see their opinion counts.
Asking is the cheapest way to improve. Run short surveys, listen without getting defensive, and turn each answer into a visible improvement.