Customer Survey
This page configures the Customer Survey feature. Surveys are short post-delivery WhatsApp messages asking the customer to rate their experience.
Where to find it
Section titled “Where to find it”In the Cartsaver dashboard: Settings → Customer Survey.
Main switch
Section titled “Main switch”- Enable Customer Survey — turns the post-delivery survey on for every fulfilled order.
Timing
Section titled “Timing”- Delay after delivery — how many days to wait before sending the rating prompt. Default: 3 days. Range: 0 to 14 days.
- The clock starts the moment Shopify marks the order delivered.
A 3-day delay gives customers enough time to actually receive and use the product without being so long that they’ve forgotten the order.
Prompt copy
Section titled “Prompt copy”The customer sees a WhatsApp message with:
- A short greeting that includes their name and order reference.
- A question — for example, “How was your experience with this order?”
- Five tappable star buttons.
Edit the prompt copy under Settings → Customer Survey → Message text. Supported merge fields: customer name, order number, store name, and product name.
Optional comment
Section titled “Optional comment”After the rating tap, the customer can optionally add a free-text comment. Set whether the comment is always asked, only for low ratings (1–2 stars), or never asked.
Languages
Section titled “Languages”Surveys are sent in the customer’s checkout language — Arabic, English, Hindi, or Urdu — with a fallback to the store’s default. Stars are language-neutral, so the prompt copy is the only translated component. Edit translations under Languages & translations.
Rating-based triggers
Section titled “Rating-based triggers”The most powerful part of Customer Survey is what happens after the rating is recorded.
High rating (4–5 stars)
Section titled “High rating (4–5 stars)”- Trigger Buy It Again automatically — happy customers are your best repeat-buyers.
- Send a follow-up “Thanks for the rating! Want to share a review?” message linking to the Customer Reviews flow with photo upload.
Low rating (1–2 stars)
Section titled “Low rating (1–2 stars)”- Auto-escalate to your support team via the Order Inquiry human-handoff number.
- Or send a “We’re sorry to hear that — what can we do?” follow-up to capture details before the customer churns publicly.
Each trigger is enabled / disabled independently.
Dashboard
Section titled “Dashboard”In Cartsaver → Surveys you’ll see:
- Total responses
- Average rating
- Distribution (1★ … 5★)
- Comment list, filterable by rating
- CSV export
Plan availability
Section titled “Plan availability”- Free: not included.
- Advanced and above: included with your message quota; each survey send and each follow-up counts as one message.
Verify it works
Section titled “Verify it works”- In Settings → Customer Survey, the main switch shows Enabled and the configured delay (in days) is displayed.
- Fulfill a test order and wait for the configured delay — a survey message arrives on the test customer’s WhatsApp.
- Tap one of the star buttons — within seconds, the survey appears in Cartsaver → Surveys with the chosen rating.
- If you enabled the buy-it-again trigger and gave it a 5★ rating, a follow-up Buy It Again message arrives.