Use this template for your business
How it works
A return is the moment when the customer has almost left and, at the same time, the only moment they're willing to tell you what went wrong. The survey builds on that: first the reason, wrong size, don't know what to wear it with, not my fit, it was defective. Each reason is a different task for the store: sizing, style pairings, how the cuts fit, the quality of the batch.
Scale ratings of the selection and the sales associate show the other side: not the product but the shopping experience. And the question “what items were you missing,” with category images, jackets, dresses, knitwear, gives you data ready for purchasing, the kind usually gathered through separate surveys. Here it comes along the way, from people who already bought from you.
The last question is about the loyalty program. If someone isn't a member yet, this is the moment to offer it: bonus points for answering the survey, as in the template, are a clear way to bring the person back for the next purchase. The easiest way is to send the survey while the return is being processed: with a QR code at the register or a link in the refund message.
