Engage with your customers with post-purchase feedback

Collect Post-Purchase Feedback from Customers

# Collect Post-Purchase Feedback from Customers

Imagine knowing exactly what your customers want and what you could improve on your online store to maximize your sales. There’s no need for guesswork–just ask your customers for feedback.

Now there’s also another fact; an average online user is rarely keen on giving feedback UNLESS you target them at the right moment with the right type of form.

In this recipe, you’ll learn how to collect customer feedback after they purchase. Although you may also target your specific post-purchase URL path, having a Thank-You page or an order confirmation page makes it easier to target customers with a popup form.

# What is a Thank-You Page?

A thank-you page is a page a customer lands on after completing checkout. It is similar to an order confirmation page and often used for Conversion Tracking purposes since a user can end up on a thank-you page only after purchase. An example thank-you page URL is like the following:


An order confirmation URL on the other hand looks like this:


Note that both can get variables following the main path. This is how you’ll set up your popup targeting as well.

Pro Tip: Collecting post-purchase feedback isn’t your only option. You can use a Popupsmart campaign on your Thank-You page or order confirmation page for:

  • Discount code offers
  • Upsell/cross-sell offers
  • Notifications
  • Loyalty signups

# How to Capture Post-Purchase Feedback with Popup Forms

Step 1: Create a feedback popup

Log into your Popupsmart dashboard and click on Create a New Popup. Then, select your campaign goal as Collect Form Submission. Next, enter your campaign name, choose an added domain/s and click Save & Close to proceed to the editor screen.

collect post purchase feedback 1

Pick a layout for your campaign as well as the popup type, and set its on-page position from the Layouts section.

Step 2: Customize your form as you need

Next, you can tweak and design your popup as you like to match your website. You may also see our Popup Showcase for more ready-made designs.

Add new input fields to your popup to turn it into a mini form. To add a new field, click on “Add new form field” from the lower section on the Customize tab.

  • Edit the field settings such as input placeholder, name fields, required, and validation messages. You have various form field options to choose from like dropbox, radio input, checkbox, phone, email, text input fields.

Tip: Dropboxes, checkboxes, and radio inputs make it easier for customers to fill out your form.

Activate the success popup to validate customers that you’ve received the form or to give them the discount code you promised in return for their feedback.

Step 3: Set your feedback form’s targeting options

Once you’re satisfied with the way your feedback form looks, proceed to the Target tab to configure where and when you will show your popup.

Targeting Settings for Thank-You Page

  • On the Target section, click on Visitor Behavior and select URL Browsing.
  • Choose “Contains” under Show When and enter your thank-you page path. (For example: /thank-you-page/)
  • This will ensure that all users landing on a URL containing this path will see your popup. Click the Save button before closing the modal.

Targeting Settings for Order Confirmation Page

Considering that customers will need to read details of their confirmed order on the order confirmation page, it’s best to set up your popup to show after the customer spends five seconds on the page. This will give them time to look through their order details.

  • On the Target section, go to Visitor Behavior > After X Seconds.
  • Click Add to enter a timing (in seconds) for your popup. Then, save it before closing the modal.
  • Go back to Visitor Behavior and select URL Browsing. Enter your order confirmation page path such as /checkout/order-confirmed/. Make sure to select Contains under Show When.
  • Save and close the modal.

You can observe your campaign’s display settings from the Target tab’s Current Display Settings section. Select your popup’s View Frequency as Display on Every Page View and Never Stop Displaying The Popup.

Note: It’s best to create a separate campaign optimized only for mobile users. For popup device targeting, go to Target > Visitor Device.

Now your feedback popup will only appear on the Thank-You page or Order Confirmation Page. This will make sure you target your customers when they’re more likely to engage. Here’s our example post-purchase feedback popup:

collect post purchase feedback 2