Collect Customer Feedback on Shopify: Sources and Surveys
To collect customer feedback on Shopify, start with what the store already records: Shop app product reviews, return reasons, chat conversations and the search terms that found nothing. Then add one short survey on the thank-you page through an app, because Shopify adds post-purchase surveys through apps. Ask few questions, ask them at the right moment, and decide in advance what you will change based on the answers.
Feedback you already have
| Source | What it tells you | Where to find it |
|---|---|---|
| Shop product reviews | Ratings from 1 to 5 stars and comments from buyers, requested by Shop after delivery | The Shop channel; reviews from supported review apps can show there too |
| Return reasons | Why items come back, with reasons by product category (for apparel, “Too big” or “Too small”) | Recorded when you create a return; a refund without a return records no reason |
| Inbox conversations | The questions shoppers ask before buying, and the agent’s Satisfaction rate on rated answers | Shopify Inbox, Overview page |
| Search terms | What shoppers looked for and did not find | Analytics > Reports > Searches with no results |
| Support email | Complaints and repeated questions | Your inbox or helpdesk; tag messages by topic |
The facts come from Shopify’s Help Center pages on Shop product reviews, Inbox conversations and behavior reports, read on October 23, 2026.
Return reasons are easy to overlook. They exist only if you create a return before refunding, so make that the rule for your team; then a month of “Too small” on one product tells you to fix its size chart before any survey would. The “searches with no results” report does the same for products: twenty searches a month for a product you do not sell is a customer request. For reviews on product pages, the apps are compared in product review apps.
Post-purchase surveys
Ask on the thank-you page, while the customer has just decided and still remembers why. Shopify’s checkout customization page says apps that customize the thank-you and order status pages are available on the Basic plan or higher, which is how survey apps add their question there.
Two survey apps as their App Store listings showed them on October 31, 2026:
| App | Free plan | Paid plans | Price grows with | Where surveys appear | Rating |
|---|---|---|---|---|---|
| Fairing Post Purchase Surveys | Up to 200 orders a month | $49 (to 500 orders), $99 (to 1,000), $149 (to 5,000) a month | Monthly orders | Thank-you and order status pages | 5.0 (196 reviews) |
| Zigpoll Customer Surveys | 50 responses a month | $39, $129, $399 a month (200 / 600 / unlimited responses) | Responses | Thank-you and order status pages, exit-intent popups, product pages, cart, email, SMS, POS | 5.0 (601 reviews) |
For a store under 200 orders a month, Fairing’s free plan covers every order; Zigpoll’s free plan caps responses at 50. For feedback outside the checkout, a form app or a reply-to email question works for a one-off survey you link from an email.
Five questions worth asking
Ask one or two at a time, not all five:
- How did you first hear about us? The answer catches channels your analytics cannot see, such as a podcast, a friend or a TikTok video watched on another device. Offer six to eight options plus “Other”.
- What almost stopped you from buying today? Each answer points at a fix, such as a shipping cost shown earlier or a clearer size chart.
- What will you use it for? Use cases you did not expect become product page copy and new collections.
- How likely are you to recommend us to a friend? One number, asked again after delivery, shows whether the product kept the checkout’s promise.
- What should we sell next? Read with the “searches with no results” report next to it.
Act on it
Once a month, put the answers next to each other: survey results, return reasons, no-result searches, review themes. Pick the one change that shows up in more than one source, make it, and check the same source a month later. Tell customers when you fixed what they asked for; a line in the next email (“you asked for a size chart, it’s live”) costs nothing. The wider post-purchase picture is in customer retention, page-level problems in UX mistakes, and other operations guides in the running a store hub.
Frequently asked questions
Does Shopify have surveys? Shopify adds post-purchase surveys through apps, and it already records feedback in product reviews on Shop, return reasons, Inbox ratings and search reports. For a survey on the thank-you page, add an app; for a standalone survey, use a form app or ask one question by email.
Where can I put a survey? The thank-you and order status pages are the usual places, through apps that customize them, which Shopify allows on the Basic plan or higher. Some apps also offer surveys in email, on product pages or at POS.
How do I ask “how did you hear about us”? Add it as a single multiple-choice question on the thank-you page with a survey app, with six to eight options and “Other”. Compare the answers with your UTM and referrer data in Shopify’s marketing reports.