● Customer reviews
Customer Satisfaction Survey
A structured method of collecting customer opinions after an interaction or purchase, enabling businesses to measure satisfaction and identify areas for improvement.
Full definition
A customer satisfaction survey is a questionnaire sent to customers after a purchase, delivery, or customer service interaction. Its goal: measure their satisfaction level, understand what worked well, and detect friction points before they turn into public negative reviews.
Three main formats are used:
- CSAT (Customer Satisfaction Score): a direct question ("Are you satisfied?") rated 1 to 5. Simple, fast, ideal for post-purchase.
- CES (Customer Effort Score): measures how easy the experience was ("Was it easy to resolve your issue?"). Especially relevant for returns or support interactions.
- NPS (Net Promoter Score): measures likelihood to recommend (0-10). More strategic, ideal for evaluating overall loyalty.
Timing is critical: a survey sent too early (before delivery) or too late (3 weeks after) generates very low response rates and unreliable data. The optimal window in e-commerce is D+2 to D+5 after confirmed package receipt.
The most effective channels are email (average response rate 15-25%) and SMS (up to 45% with one-click). In-app surveys and QR codes in packaging complement this approach for brands with a strong physical presence.
Concrete example
Here is an example of a 2-question post-purchase survey sent at D+3:
"Hi Sophie, your order #4521 has arrived — hope you love it! Quick question: how satisfied are you with your purchase? ⭐⭐⭐⭐⭐ (click the star that matches)"
After clicking, an optional open-ended question appears: "What could be improved?" — a valuable source of verbatim feedback.
Typical results seen with Review Collect merchants:
- Email response rate: 22% (vs. 8% without one-click)
- Average CSAT: 4.3/5 — with 18% of 3-star responses revealing sizing or packaging issues
- Survey → public review conversion: 34% of 4-5 star respondents left a review on Google or Trustpilot
With Review Collect
Review Collect automates post-purchase satisfaction survey delivery via email and SMS, triggered directly from your CMS (Shopify, WooCommerce, PrestaShop) after confirmed delivery. No manual sending, no missed opportunities.
Responses are centralized in your dashboard with automatic sentiment analysis. Satisfied customers (4-5 stars) immediately receive an invitation to leave a public review on Trustpilot, Google, or Avis Vérifiés — turning private satisfaction into visible reputation.
