> For the complete documentation index, see [llms.txt](https://docs.zigpoll.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zigpoll.com/guides/how-to-measure-the-delivery-and-product-experience.md). # How to Measure the Delivery and Product Experience Ask after the box arrives whether the product and the delivery lived up to the order, catch the unhappy customers before they review or return, and find out what would make it a five The thank-you page can tell you why someone bought. It cannot tell you whether they're glad they did, because the box hasn't arrived. The questions that matter most for retention, reviews and returns can only be asked after delivery, and they have to be asked soon after, while the unboxing is still a memory and before the customer has decided what to think. That is a second survey with its own trigger, its own questions and its own job: find the unhappy customers while there's still time to do something about it, and learn from the happy ones what to protect. *** ## Building the survey ### Question 1 — The overall read Open with a **Satisfaction** or **Star Rating** question: **"How happy are you with your order?"** One tap, no typing. This is the question that gets the response, and it's the one that sorts everything that follows. A **Satisfaction** question gives you a labeled scale; a **Star Rating** maps directly to the number customers are about to leave on a review site. ### Question 2 — Did it match? Add a **Single Choice** question: **"Did the product match what you expected from the website?"** * Better than expected * About what I expected * Not quite what I expected * Not at all what I expected The gap between expectation and reality is the single best predictor of a return, and it's usually a product-page problem, not a product problem. [How to Reduce Product Returns](/guides/how-to-reduce-product-returns.md) covers what to do once you know which SKU has the gap. ### Question 3 — The delivery Add a **Single Choice** question: **"How was the delivery?"** * Arrived on time, in good condition * Arrived late * Packaging was damaged * Product was damaged * Something was missing or wrong Separate "packaging damaged" from "product damaged." The first is a carrier conversation, the second is a packaging-design conversation, and lumping them together hides which one you have. ### Question 4 — What would make it a five? Use [Question Logic](/questions/question-logic.md) to branch on Question 1: * **Low score** → a **Long Answer**: **"What went wrong?"** followed by a **File Upload** question with mobile auto-capture, so a photo of the damage arrives with the complaint and support doesn't have to ask for it. * **Middle score** → a **Long Answer**: **"What would have made it a five?"** These answers are the roadmap. People who are *almost* delighted name the specific thing that's missing. * **High score** → an **Actions** question with a button to your review page, or a referral link. A customer who just said they love it is the one to ask. ### Question 5 — Would you recommend us? If you track NPS, this is where it belongs: after delivery, not on the thank-you page. Asked at checkout, NPS measures the checkout. Asked after delivery, it measures the thing you actually sell. See [Launching an NPS Survey](/tutorials/launching-an-nps-survey.md). *** ## Where to run it * **Order Delivered email** — the default. Zigpoll sends it after Shopify marks the order delivered, with a delay you set. One to three days after delivery is the usual window: long enough to have opened the box, short enough to remember it. See [Order Delivery Survey](/tutorials/order-delivery-survey.md). * **Order Fulfillment email with a longer delay** — if your carrier doesn't report delivery to Shopify, trigger on fulfillment and set the delay to your typical transit time plus a couple of days. See [Fulfillment Survey](/tutorials/fulfillment-survey.md). * **SMS** — for a one-question version. A **Satisfaction** question by [SMS](/tutorials/sms-surveys.md) gets answered in the time it takes to read it. * **Product-specific.** Use **Shopify Targeting Rules** on product or collection so a fit question goes to apparel buyers and a taste question goes to food buyers. Each product line can have its own version of this survey. {% hint style="warning" %} "Order delivered" needs a carrier Shopify recognizes (USPS, UPS, FedEx, DHL and similar). If your deliveries don't fire the event, use the fulfillment trigger with a delay instead. {% endhint %} Send one reminder with [Nudge Non-Responders](/polls/nudge-non-responders.md). Email surveys have the most to gain from a nudge, and the people who didn't answer the first time skew toward the ones with nothing to complain about, so the reminder rebalances the sample. *** ## Reading the results ### By SKU, not by store A store-wide satisfaction score is an average of products that are doing fine and products that are quietly failing. Zigpoll captures the Shopify line items with each response, so break every question down by product. The product with the worst "matched expectations" score is the product page to fix first. ### Delivery by region and carrier Group delivery complaints by shipping region. Damage that clusters in one region is a carrier or a route; damage spread evenly is your packaging. Ask Z-GPT Chat in the **Insights** tab to cut it both ways. | Pattern | What it usually means | | ------------------------------------------------------------- | ----------------------------------------------------------------------------------- | | **High satisfaction, low "better than expected"** | You're delivering exactly what you promise. Fine, but there's no surprise to share. | | **Satisfied overall, "not quite what I expected" on one SKU** | A product-page gap. Photos, sizing or copy for that SKU | | **Delivery complaints concentrated in one region** | Carrier or route problem for that region | | **Product damaged, packaging fine** | Internal packaging, not the carrier | | **Middle scores with a recurring "would make it a five"** | A specific, fixable upgrade customers have already named | ### Watch the trend, not the number Review weekly for the first month after any change (new packaging, new carrier, new product page) and monthly after that. The value of this survey is in what moves, not in the absolute score. *** ## Close the loop while it still matters The point of asking soon after delivery is to act before the customer does. * **Low score → support.** A [Gorgias](/integrations/gorgias.md), [Zendesk](/integrations/zendesk.md) or [Slack](/integrations/slack.md) action creates the ticket with the answer and the photo attached. The customer hears from a person before they've written the one-star review. * **Damaged → replacement.** Tag the order with **Add Order Tag** so fulfillment can ship a replacement without a support thread. * **High score → review.** An **Actions** question button to your review platform, shown only to customers who rated high. * **Everyone → the product team.** Sync to [Google Sheets](/tutorials/sync-survey-responses-to-google-sheets.md) so the "what would make it a five" answers are in front of the people who decide what to build. *** ## Related {% content-ref url="/pages/kf9a6Ys5Y7CYvVupiXEi" %} [What Brands Have Learned with Zigpoll](/guides/what-brands-have-learned.md) {% endcontent-ref %} {% content-ref url="/pages/w15os4v0Kvw3IqFo0P6A" %} [How to Reduce Product Returns](/guides/how-to-reduce-product-returns.md) {% endcontent-ref %} {% content-ref url="/pages/4piDyM90vZseDkvbqgru" %} [Order Delivery Survey](/tutorials/order-delivery-survey.md) {% endcontent-ref %} {% content-ref url="/pages/F5M6vuuE0R5uLbRvUUQs" %} [Launching an NPS Survey](/tutorials/launching-an-nps-survey.md) {% endcontent-ref %} {% content-ref url="/pages/jep3ZyGAGh7Un6jTVncW" %} [How to Build a Post-Purchase Survey Customers Actually Answer](/guides/how-to-build-a-post-purchase-survey.md) {% endcontent-ref %} --- # Agent Instructions This documentation is published with GitBook. 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