Qu’est ce que c’est?
Un questionnaire (ou enquête) post-achat est un questionnaire donné à un client suite à son achat, sur la page de validation de la commande.
Nous conseillons généralement de poser une question courte, fermée et de proposer moins d’une dizaine de choix. Les réponses possibles devront être dans un ordre aléatoire.
Quand?
Ce questionnaire doit être proposé juste après l’achat.
Où?
Il doit être localisé sur le haut de la page de confirmation des commandes avec un bouton d’action visible. Idéalement, aucune redirection n’a lieu après la saisie des réponses
Pour qui?
Vous pouvez choisir un questionnaire soit pour les nouveaux clients, soit pour les clients répétitifs.
Pourquoi?
La page de confirmation de la commande est sans doute la page la moins utilisée de votre site. Toutefois, cette page est importante, en effet, il n’y a plus les enjeux du tunnel de conversion de la commande. Par ailleurs, le client est dans une bonne disposition dans cette page, avec une forte attention et peut se montrer serviable.
C’est dont l’endroit idéal pour demander des choses à vos clients comme un formulaire de NPS, une enquête d’attribution marketing, un code de parrainage ou des questions pour mieux connaître vos clients.
Ceci se voit d’ailleurs dans les chiffres, pour de nombreux de nos clients, le taux de réponse dépasse les 60%!
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