What Is the Order Source Survey?

The Order Source Survey allows you to ask customers how they first heard about your store. After placing an order, customers are presented with a simple question on the order confirmation page, such as:

"How did you hear about us?"

Their response is saved with the order, giving you valuable attribution data directly from your customers.

Unlike website tracking tools, which can be affected by ad blockers, privacy settings, or cross-device shopping behavior, survey responses provide first-party insights directly from customers.

Why Use an Order Source Survey?

Understanding how customers discover your business can help you:

• Measure the effectiveness of your marketing channels
• Identify which campaigns are generating sales
• Discover referral sources you may not be tracking
• Allocate marketing budgets more confidently
• Validate attribution data from advertising platforms

For example, if a large percentage of customers select Instagram, you may decide to invest more heavily in Instagram content and advertising. If many customers choose "Friend or Family," it may indicate strong word-of-mouth marketing.

Setting Up Your Survey

Step 1: Configure Survey Options

1. Navigate to Admin (Classic) > Marketing > Templates > Checkout Complete
2. Click Update Template
3. From here, you can edit the title, button text, confirmation message, etc.

Step 2: Configure Survey Settings

1. Navigate to Admin2 > Settings > Marketing > Order Source Survey Responses
2. Click Add Survey Response
3. Configure your survey responses by adding, deleting, or hiding the ones that don't fit anymore 

Viewing Survey Responses

Survey responses are stored alongside the order and can be accessed through your order exports.

Exporting Survey Data

1. Navigate to your Orders section
2. Export your order data
3. Locate the survey response field in the export file

This allows you to analyze customer acquisition trends and compare survey results against your marketing efforts.

Note: Enhanced survey reporting within the admin dashboard is planned for a future release.

Best Practices

Show the Survey Once Per Customer

We recommend using the OneTimeOnly frequency setting.

Showing the survey only on a customer's first order helps:

• Reduce survey fatigue
• Improve response quality
• Prevent duplicate responses from repeat customers

Keep Response Options Simple

For the best completion rates, limit your survey to 5–7 options.

Too many choices can make customers less likely to respond.

Use Clear and Specific Options

Choose options that reflect your actual marketing channels and are easy for customers to understand.

Recommended Survey Options

A common starting point includes:

• Friend or Family
• Google Search
• Instagram
• Facebook
• TikTok
• Podcast or Radio
• Gym or Trainer
• Other (Please Specify)

You can customize these options to match your business and marketing strategy.

Improving Survey Accuracy Over Time

Your customer acquisition channels will evolve, and your survey should evolve with them.

Review "Other" Responses Regularly

Customers who select Other can provide valuable insights into sources you may not have considered.

Look for recurring responses such as:

• A specific influencer
• A local event
• A podcast
• A partnership or sponsorship

Add New Survey Options When Needed

If the same answer repeatedly appears in the "Other" category, consider adding it as a dedicated survey option.

This makes future responses easier to analyze and improves the accuracy of your attribution data.

Frequently Asked Questions

Does the survey affect the checkout experience?

• No. The survey appears after the order has been completed on the order confirmation page.

Can I change the survey options later?

• Yes. You can update, remove, or reorder survey options at any time.

Can customers skip the survey?

• Yes. Participation is optional, which helps ensure that responses are voluntary and more reliable.

Why doesn't the survey data always match my advertising reports?

• Survey responses reflect what customers remember as their primary source of discovery, while advertising platforms use tracking and attribution models. Both sources of data can be valuable and should be used together to gain a more complete understanding of customer acquisition.