Most Brands Guess Why Customers Don’t Come Back. This Survey Tells You.

Your Retention Strategy Starts With Listening

If you're not asking new customers how their first purchase went, you're running blind. Sticky Digital’s Post-Purchase Feedback Survey Template gives you the tools to collect actionable insights—and turn them into revenue.

What Is the Post-Purchase Feedback Survey Template?

This is a ready-to-use feedback tool that includes:

  • A Google Form or Digioh survey framework (easy to copy and brand)
  • A performance tracker spreadsheet for organizing and tagging responses
  • Suggested questions designed to surface high-impact feedback in under 2 minutes

Download the Post-Purchase Feedback Survey Template (Excel)

Why This Matters for Shopify DTC Brands

Without a feedback loop, you can’t improve your post-purchase experience or understand why customers don’t buy again. This survey:

  • Surfaces CX breakdowns and product confusion
  • Highlights friction points in your checkout, shipping, or onboarding flows
  • Reinforces trust by showing customers you care (and are listening)

Who It’s For

How to Use the Template

Step 1: Customize the Survey

Copy the Google Form or Digioh format. Add your branding and 5–7 questions focused on:

  • Product satisfaction
  • Ease of use or setup
  • Shipping experience
  • Support clarity
  • Likelihood to recommend

Step 2: Set the Timing

Send the survey 7–14 days after delivery via email or SMS. Include it in your post-purchase journey as a timed automation.

Step 3: Track and Act

Use the spreadsheet to tag themes like:

  • “Confused by size guide”
  • “Loved packaging”
  • “Delivery slower than expected”

Share patterns weekly with your CX and marketing teams. Turn insights into FAQ updates, flow improvements, and new content.

What Makes This Tool Different

This isn't a bloated customer satisfaction form. It's designed to get high response rates, surface real insight, and plug directly into your retention strategy.

Sticky Digital has used this structure to help brands:

  • Reduce first-time customer churn by 15%
  • Catch onboarding issues before they become public complaints
  • Increase second purchase rate by building smarter post-purchase flows

Download the Template

Get the Post-Purchase Feedback Survey Template

Want Help Turning Feedback Into Revenue?

Request a free retention audit and we’ll help you use real customer feedback to drive repeat purchases, build better flows, and keep more customers long-term.

Back to blog