دور الاستبيانات القصيرة بعد الشراء في تحسين تجربة العميل

Sahl Tuesday,09 Sep 2025

After a customer completes their purchase in your online store, do you think their journey is over? The truth is, this is the best time to get their feedback. Many successful stores in Saudi Arabia and around the world have begun to rely on short post-purchase surveys because they provide a true picture of the customer experience and highlight strengths and weaknesses.
1. Why are surveys important?
At the moment of purchase, the customer is experiencing the entire experience in its entirety:
* Was the website easy to navigate?
* Was payment convenient?
* Did they find the product they wanted easily?
Thus, their answers will be honest and immediate, allowing you to obtain immediate practical feedback.
2. Improving the User Experience
Through short questions, you can determine:
* Are the pages slow?
* Are the images clear and sufficient?
* Is the payment method suitable for Saudi customers (Mada, Apple Pay, bank transfer)?
This way, you can identify areas that need improvement.
3. Building a Relationship with Customers
When you ask a customer for their opinion, they feel that you care about their experience and want to provide them with the best. This creates loyalty and increases the chance of them returning to purchase again, because they know their voice is heard.
4. Increasing Sales in the Long Term
Improvements you make based on surveys increase overall customer satisfaction, which is reflected in sales. For example, if you discover that most customers prefer to pay upon delivery and add this option, you will notice an immediate increase in sales.
5. Examples from the Saudi Market
A Saudi fashion store noticed, through customer surveys, that they were experiencing delays in shipping. The result? They changed their delivery company, and their ratings subsequently increased significantly.
An online appliance store discovered through a survey that customers prefer more product photos. They added new photos and angles, and their purchase rate increased.
6. Tips for Designing an Effective Survey
* Don't make it too long: 3-5 questions are sufficient.
* Use straightforward questions: "How would you rate the speed of delivery?"
* Provide multiple options and space for comments.
* Give the customer a simple incentive to participate (for example, a discount coupon).
7. Tools that facilitate the process
You can use tools such as:
* Google Forms.
* Typeform.
* Or even surveys integrated with the store via email or WhatsApp message.
Short post-purchase surveys act as a "mirror" of your online store, reflecting the customer's true experience and revealing details you might not have noticed yourself. With the feedback collected by your team or a technical partner like Sahl, you can transform an ordinary experience into an exceptional one that will keep your customer coming back again and again.