Customer satisfaction

Customer satisfaction surveys are used to gather feedback and insights from customers about their shopping experience. These surveys aim to assess customer satisfaction with various aspects of the webshop’s products, services, and overall shopping experience.

Customer surveys are sent to customers after a specified period, following the successful delivery of products and the completion of the order.

Sellvio customers can earn points for completing surveys, which can be redeemed for gift-type products. For a refresher on gifts, please refer to this article.

The Customer Satisfaction Administration Page can be accessed from the administrative sidebar under Webshop → Customer Satisfaction.

Customer satisfaction surveys administration page

Surveys tab

At the top of the page, a graph provides store owners with an overview of customer ratings for individual survey questions, illustrating how these ratings change over time as responses are received.

The questions and their corresponding graph lines can be individually enabled or disabled by clicking on them.

Customer survey graph with responses to two questions disabled.

The list below the graph shows the average ratings from customers related to their orders.

1. Order - The order number associated with the survey sent to the customer.
2. Email - The customer's email address.
3. Rating - The average rating provided by the customer in the survey.
4. Date - The exact date and time when the survey was rated.
5. Clicking the "info" icon opens a window displaying the ratings for each individual question in the survey.
6. Clicking the "cart" icon opens the order editing page in a new browser tab.

Settings tab

On the Settings tab, store owners can configure the content of the survey and specify the number of days after a successfully completed order the survey should be sent to the customer.

• Points for participation - The number of points awarded for completing the survey.
• Send after how many days - The number of days after a successful order completion that Sellvio should send the survey.
• Survey questions - The list of questions included in the survey. Each question must be provided in all the languages supported by the webshop.
• New questions can be added to the survey by clicking the "Add" button at the bottom of the list.
• Unnecessary questions can be easily removed by clicking the red "trash can" icon at the end of the entry.

The survey can contain an unlimited number of questions.

IMPORTANT: While there is no limit to the number of questions in the survey, Sellvio sends only one survey per customer.

If store owners do not wish to send surveys to their customers, the survey module can be disabled at any time under Settings → Components.