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Post-purchase survey

Find out how satisfied your customers are after purchasing on your website

Market researchCustomer satisfaction & NPS®Product feedback

Last updated

20 Jul 2023

Reading time

3 min


Get started with this template today.

When is the best time to ask new and existing customers about their shopping experience with your brand or business? If your instinct is to say after completing checkout, you’re correct.

A quick post-purchase survey lets you ask one to two questions to learn more about your customers. It’s an easy, non-intrusive way to understand what you need to do to improve the user experience. 

Gain valuable insights into their journey, including their satisfaction with your checkout process, their motivations for buying from you, the barriers they encountered, and their potential objections. 

Use our post-purchase survey template to answer objections, fix barriers, and double down on the strategies that work. 

With this survey, you'll:

  • Measure users’ satisfaction with the buying experience

  • Discover quick fixes that boost conversion

  • Find out why users choose to buy from you

  • Uncover potential blockers to purchasing

Make it your own:

  • Tweak each question in the template or add your own

  • Change the color scheme

  • Remove Hotjar branding (Ask Business and Ask Scale plans only)

  • Pick from full screen, pop-up, or external link survey

  • Opt-in to on-site user targeting

  • Select how often users see the survey

  • Choose where to receive responses

3 insights you’ll find

Whether your website is effective

Ensuring a smooth customer experience involves keeping your website running without issues. By asking users about blockers and objections that can affect their purchase, you can identify what these are and improve the site accordingly.

Mindsets and motivations behind the purchase

Here, you dig into what motivates customers to buy from your business. You can have a qualitative pulse of the buying experience while also trying to understand the personal context surrounding the purchase.

Customer satisfaction and loyalty

Knowing whether a customer is happy or not after purchasing a product can help you gauge satisfaction. And if they’re satisfied, they’re likely to tell others about the product and the buying experience. On the other hand, if you discover an unhappy user, you may want to learn the reason behind their reaction and focus on fixing that. 

Set up the post-purchase survey in seconds

Creating a post-purchase survey is fast and easy. To begin, click on the ‘Get started with this template’ link at the top of the page. 

If this is your first time using Hotjar:

Set up an account and verify your email address. It won't cost you anything (our free plans are free forever).

When you have an existing account:

After clicking the link and/or verifying your account, you will reach the pre-built template page. The post-purchase survey is ready to send out to customers, so you can start collecting insights instantly.

If you want to customize the template, that's also possible! In the case of wanting to show the survey to users on a certain page, you have the option to install the Hotjar tracking code on your site. This will allow you to host the survey live on your website instead of sending users to an external URL. It’ll also activate your view of all the user behavior insights available on Hotjar.

Don't worry; installing the tracking code won’t delay page loads. So, go ahead and sign up for a full Hotjar account. Then install the tracking code by following these steps.


Get started with this template today.