EmailOmnichannel
Capture Customer Feedback When Shopping Experience Is Fresh
Post-purchase NPS surveys unlock powerful insights and capture satisfaction scores right after a transaction, when the customer’s experience is most vivid.
For example: You can send NPS surveys after a customer’s first purchase, then use that feedback to segment the customer and personalize future experiences. Turn customer sentiment into strategic advantage.
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Metrics:Customer feedback often goes uncollected, leaving brands blind to experience gaps that result in churn. Without systematic post-purchase insights, you miss critical moments to address dissatisfaction before customers quietly leave.
Bloomreach Engagement makes NPS collection effortless with automated triggered campaigns across email, SMS, and web channels. Our AI-powered segmentation lets you act on feedback instantly, routing satisfied customers to loyalty programs while addressing detractors with personalized recovery campaigns.
Send customers an email with a net promoter score survey right after they make a purchase on your site. If they visit your site again without responding to the email survey, they’ll also see an on-site banner with the survey.
This use case allows you to gather feedback at a crucial point in the customer journey so you can find opportunities to improve CLTV and retention. Get the valuable feedback you need to improve your business across a range of channels.
“Get the valuable feedback you need to improve your business. Reach your customers right after their purchase, while the experience is still fresh in their memory, across a range of channels.”
An email with a net promoter score survey is sent to customers after a purchase to get insights about their experience. It’s an effective way to get feedback on different aspects of the process and take a proactive approach on future enhancements. Customers who have successfully completed a purchase can be considered verified customers and potential returning customers. Rapidly growing companies constantly look for opportunities to improve their customer experience.
“Rapidly growing companies constantly look for opportunities to improve their customer experience. Customer feedback is a great way to gain insight into what their customers perceive as areas for improvement.”
A post-purchase banner is displayed to customers who have recently purchased products from your online shop in order to gather feedback about their experience and preferences. This approach aims to engage customers after their purchase and obtain valuable insights to refine and enhance the shopping experience. Engage with customers who recently made a purchase and learn more about your customer base.
“Engage with customers who recently made a purchase on your e-shop. Gather valuable insights about their shopping experience and learn more about your customer base without seeking consent.”
This is a prebuilt use case for travel brands. Send net promoter score surveys to customers via email two days after their holiday return, with automated reminder emails for non-respondents.
You can then trigger personalized actions based on feedback scores: positive feedback encourages future bookings and loyalty enrollment, average feedback prompts targeted offers, and negative feedback initiates service recovery with apologies and compensation. Travel industry campaigns achieve high engagement rates through clear, compelling calls to action and behavior-based segmentation.
“Travel industry post-holiday feedback email campaigns effectively utilize Net Promoter Score (NPS) surveys to gauge customer satisfaction and loyalty. Responses are segmented into Good, Average, and Bad categories, allowing for tailored follow-up communications and offers. High engagement rates are achieved with clear, concise emails with compelling calls to action. Email automation and segmentation based on customer behavior and feedback significantly enhances campaign effectiveness.”
A customer’s purchase automatically initiates a feedback collection sequence within 24-48 hours, when the customer’s experience remains vivid and actionable.
The NPS survey is sent via the customer’s preferred channel — email for detailed responses, SMS for quick mobile engagement, or web banners for seamless site experience.
Real-time response scoring categorizes customers into promoters (9-10), passives (7-8), and detractors (0-6) for immediate segmentation and follow-up actions.
An analytics dashboard tracks satisfaction trends, identifies improvement opportunities, and measures campaign impact on retention and customer lifetime value.
RoadLords utilized Bloomreach Engagement’s in-app messaging to launch an NPS campaign, gathering valuable customer feedback directly within their truck navigation app without developer support. The campaign achieved 11% user engagement, enabling the team to analyze satisfaction levels across different user segments and identify specific areas for improvement, ultimately guiding product development decisions to enhance the community-driven navigation experience.
Retail brands seeking customer experience insights, travel companies measuring post-trip satisfaction, restaurants gathering dining feedback, beauty brands tracking product satisfaction, and hospitality companies monitoring service quality.
Particularly valuable for businesses with repeat purchase potential where customer sentiment directly impacts lifetime value and referral rates.
Are you concerned about integrations or do you have a specific metric you want to optimize? Let’s find a solution!
Already a customer? Reach out to your Customer Success Manager.
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