Post-Purchase Survey (Order Source Survey)

The post-purchase survey allows you to ask customers where they heard about your business — for example, Facebook, Instagram, Google Ads, or referrals. This helps you better understand which marketing channels are driving orders and customer sign-ups.

Customer responses are collected through a short survey and saved directly on the order.

Step 1: Add Survey Response Options

Before enabling the survey, you'll need to create the response options customers can choose from.

1. Go to Admin > Settings > Marketing > Order Source Survey Responses
2. Click Add Survey Response
3. Add the options you want to display (e.g., Facebook, Instagram, Referral, Google Ads, Email, Other)
4. Save your changes

You can add, edit, or remove response options at any time.

Step 2: Enable the Survey

Once response options are set up, you can turn on the survey for customers.

1. Go to Online Store > Templates > Order Confirmation
2. Click Edit Settings
3. Toggle Show Survey Dialog to On
4. Set dialog frequency:
   1. One-time only
   2. Once per week
   3. Once per month
   4. Every order
5. Save your settings

After enabling, customers will begin seeing the survey based on the frequency you selected.

Viewing Survey Responses

• Survey responses are stored at the order level
• Open an order in Admin to see how that customer answered
• Responses are only collected after the survey is enabled — past orders are not backfilled

Important Notes

• The survey is optional and does not block checkout or order completion
• Customers will only see the options you've configured in Admin
• You can change survey frequency or response options at any time

Customer Satisfaction (CSAT) Surveys

For more structured feedback collection, Prado offers two types of CSAT surveys that are sent automatically via email after an order is placed. Both require a few components to be set up.

How to Set Up a CSAT Survey

Setting up either survey type — "How Did We Do" or NPS — follows the same process:

1. Create the survey email — Go to Admin > Marketing > Auto-Communications and create a new automated email that will be triggered after an order is completed. This is the email your customers will receive, prompting them to take the survey.
2. Create a form — Go to Admin > Online Store > Forms and create a form to capture customer responses (e.g., satisfaction ratings, comments, or NPS scores).
3. Create a landing page — Set up a landing page on your website that hosts the survey form. Link this page in your automated survey email so customers are directed there when they click through.

Once all three components are connected, the survey will be sent automatically, and responses will be collected in Admin.

"How Did We Do" Survey

A standard customer satisfaction survey is designed to gauge how happy your customers are with their experience.

• Delivered automatically via auto-communications after an order is completed
• Responses are captured through the form on your landing page
• All results are viewable in Admin > Online Store > Forms — select the survey form and click the Submissions tab

NPS (Net Promoter Score) Survey

A widely used industry-standard survey that measures customer loyalty by asking how likely customers are to recommend your business.

• Also delivered via auto-communications after an order
• Uses the same form + landing page setup as the "How Did We Do" survey
• Results are tracked in Admin under the form's Submissions tab, making it easy to monitor your NPS score over time

Tips for Getting the Most Out of Surveys

• Keep surveys short — customers are more likely to respond when it only takes a minute or two
• Set an appropriate frequency for post-purchase surveys so returning customers aren't asked every time they buy
• Review results regularly — feedback is most valuable when you act on it quickly
• Use NPS as a benchmark — track your score over time to measure the impact of changes you make