The order closed. The story didn't.
A delivered order tells you nothing about whether the product worked, whether it was opened, or whether the customer is quietly disappointed. Ask while they still remember.
Silence is not satisfaction.
Most unhappy customers never complain. They simply do not come back, and the order data records a perfectly normal single purchase. By the time the reorder window closes, the reason is gone — and you are left optimizing a win-back discount instead of fixing the thing that caused the loss.
- A completed order proves delivery, not satisfaction.
- Reviews capture the extremes and miss the quiet middle.
- Support tickets only surface problems severe enough to complain about.
- Unopened product is invisible to every metric you currently track.
Six questions to send three weeks after delivery.
Example post-purchase questions for a functional mushroom brand, written to surface the expectation gap rather than fish for a five-star score.
- 01
Three weeks in — has the Lion’s Mane blend done what you hoped?
Better than expectedAbout what I expectedToo early to tellNot reallyI have not started it yet - 02
What were you hoping it would help with?
Focus at workAfternoon energySleepStressGeneral wellbeingA friend recommended it - 03
How are you actually taking it?
Daily, same timeMost daysA few times a weekWhen I rememberHave not opened it - 04
Was anything about the product not what you expected?
TasteTexture or mixabilityServing sizePackagingDelivery timeNothing — it matched - 05
How did the unboxing and instructions land?
Clear and helpfulFineI wanted more guidance on dosingI wanted recipe ideasI didn't read them - 06
Would you like us to check in again in a month?
Yes, that would helpNo thanksOnly if you have new products
Illustrative example questions for a wellness merchant.
Feedback that stays attached to the customer.
Every answer lands on the Shopify customer profile next to the order it came from.
Satisfaction Outcome
Whether the product met, beat, or missed the expectation the customer arrived with.
Purchase Motivation
The job the customer hired the product to do — captured while it is still fresh.
Usage Frequency
Daily, occasional, or unopened — the single best predictor of a reorder.
Expectation Gap
The specific mismatch (taste, texture, dosing) behind an otherwise silent non-reorder.
Education Need
Where your onboarding content left the customer without an answer.
Follow-Up Consent
Permission to check in again, so the next question is welcome rather than intrusive.
Fix it before it becomes a lost customer.
Each answer has an obvious next action. Signals makes sure that action actually happens.
In Shopify
- Time the survey from the actual fulfilment date, not the order date.
- Ask about the specific product that shipped, using real order line context.
- Segment unopened-product customers who need a nudge before they churn.
In Klaviyo
- Trigger the survey from a post-fulfilment flow and receive a Completed Survey event back.
- Route "Not really" responses into a support-first flow instead of a review request.
- Send review invitations only to customers who said the product beat expectations.
In Compass
- Track satisfaction against realized lifetime value across cohorts.
- Feed expectation gaps into product and merchandising decisions.
- Not required — Signals runs post-purchase surveys with Shopify and Klaviyo alone.
Find out what happened after delivery.
Start from a post-purchase template and route every answer to the right follow-up.