Post Transaction Feedback Form Template

How to Use Zonka Feedback’s Free Post-Transaction Feedback Form Template?

Leverage Zonka Feedback’s Free Post-Transaction Feedback Form Template to gather crucial insights into customer satisfaction following a transaction. This step-by-step guide will help you maximize the benefits of this template:

1. Edit this Template: Click on 'Edit this Template' to access the Post-Transaction Feedback Form Template. You'll be directed to the editing interface, allowing you to modify the template according to your specific survey requirements.
2. Customize the Template: While in editing mode, tailor the template to your unique needs. Incorporate post-transaction and post-purchase survey questions that delve into different aspects of the transaction process, such as availability of enough payment options, experience with the payment gateway, speed and smoothness of the overall process, and clarity of communication, and overall experience.
   Consider asking questions like “How satisfied are you with the options available for making payments?”
3. Review and Adjust: Take a moment to review the customized post-transaction customer feedback survey. Ensure that the post-purchase survey questions are clear and relevant to your transaction process. Adjust the survey flow to align with your specific workflow, making it easy for customers to understand and respond.
4. Share the Survey: When you have done all the customizations in the template and your survey is ready to go, distribute the survey to your customers using various channels. You can use multiple channels for this purpose:
   • Trigger email surveys or SMS surveys immediately after a transaction or when the product is delivered.
   • If customers are making transactions through your app, in-app surveys would be the best channel to share your survey.
   • If customers are making transactions through your website, consider website feedback widgets like Popup surveys, Slide-up surveys, and Feedback button to trigger surveys and capture in-moment feedback from the customers.

Key Features of Post Transaction Feedback Form Template

Creating and conducting impactful post-transaction surveys can be a challenging task, but with the right feedback tool, the process becomes streamlined, allowing you to gather valuable insights from your customers. Zonka Feedback stands out as a robust tool for post-transaction or post-purchase surveys, offering powerful features tailored to enhance your feedback collection process:

1. Customizable Post-Transaction Template: Elevate your post-transaction feedback survey using Zonka Feedback's customizable templates. Tailor pre-built templates to address various aspects of the transaction process, allowing you to modify post-purchase survey questions based on your survey objectives and specific touchpoints in the customer journey.
2. Skip Logic and Question Branching for Intelligent Surveys: Navigate through post-transaction feedback intelligently with Zonka Feedback's skip logic and question branching. Customize the survey flow based on customer responses, ensuring a personalized and efficient survey experience for each participant.
3. Real-time Feedback Alerts and Notifications: Stay proactive in addressing post-transaction feedback with Zonka's automatic response alerts and notifications. Receive instant alerts for incoming feedback or negative responses, enabling prompt resolution of concerns and enhancing overall customer satisfaction.
4. Multiple-channel distribution: Seamlessly distribute post-transaction and post-purchase surveys through email, SMS, website, or offline surveys. This flexibility ensures that you capture insights from customers at different stages of their post-transaction experience, depending upon the channels through which the transaction is done. For example, website surveys are best after online transactions through the website and you can trigger email and SMS surveys. Also, for on-premises transactions, you can use devices like smartphones, tablets, or kiosks to collect post-transaction feedback.
5. Automated Workflows for Timely Surveys: Streamline the post-transaction user journey with Zonka Feedback's automated workflows. Trigger surveys at different touchpoints during and after the transaction, capturing valuable insights at key moments of the customer's post-purchase experience.
6. Closing the Feedback Loop for Continuous Improvement: Move beyond mere data collection with Zonka Feedback's actionable feedback loop. Take informed actions based on received post-transaction customer feedback, effectively closing the loop and ensuring a continuous cycle of improvement for your services based on customer insights and preventing customer churn.

Question Types to Include in the Post-Transaction Survey Template

Constructing a robust post-transaction or post-purchase survey involves incorporating diverse question types to extract thorough insights from your customers. Explore various question formats to create a well-rounded survey tailored to the specific needs of post-transaction feedback.

1. Rating Scale Questions

Evaluate the satisfaction of customers following a transaction using Customer Satisfaction (CSAT) rating questions. Utilize a five-point rating scale with options represented through adjectives (Excellent to Poor), self-explanatory smileys, star ratings, numbers, and more. Explore options such as:

• Likert scale survey
• 5-Star surveys
• Smiley rating or smiley face survey
• 1 to 5 Rating scale survey
• 1 to 10 opinion scale survey
• Thumbs up/down survey

Clearly defined and consistent scales, such as 1 to 5, empower users to effortlessly express their satisfaction levels regarding the post-transaction experience.

2. Open-ended Questions

Gain in-depth insights into customers' post-transaction experiences by incorporating open-ended questions. Encourage respondents to provide feedback on the reasons behind their ratings, capturing complaints, suggestions, and special experiences they may want to share.

Analyzing open-ended responses provides a deeper understanding of customer sentiments, helping identify areas for improvement in the shopping and transaction process and meeting customer expectations.

3. Multiple Choice Questions

Streamline feedback collection with efficient multiple-choice questions in your post-transaction or post-purchase surveys. Offer single or multiple response options, incorporate ranking questions to gauge preferences, and organize the survey for standardized analysis. For example:

"Among the aspects of this transaction, which ones do you find most satisfying?"

• Product quality
• Customer service
• Delivery speed
• Payment process

By incorporating these diverse question types into your post-transaction feedback survey, you can gather comprehensive insights to enhance and optimize various aspects of the transaction process.