Email Surveys

Email Survey Overview

Email surveys let you collect feedback from customers by sending them a survey link directly to their inbox. Customers click through to complete a multi-question survey on a dedicated survey page. Creating an Email Survey 1. Go to Surveys in the left menu and click New Survey. 2. Select Email and click Create Survey. Once created, your email survey has six tabs: Questions, Email, Triggers, Design, Analytics, and Settings. Customizing Your Email Click the Email tab to customize what your outgoing survey email looks like. Email survey email tab Email Content - Store Name — Your store's name, used as the "from" name in the email. - Subject — The email subject line. Click Suggest a subject line to get an AI-generated suggestion. We've optimized the default subject based on thousands of surveys, so only change this if you have a reason to. - Reply To — The email address customers will reply to if they respond to the email. - Advanced Options — Customize the headline and body text that appears in the email. Styling - Logo — Upload a custom logo (PNG or SVG, under 1MB). Transparent logos without a white background work best. - Question Text Color — Set the color of question text on the survey page. - Submit Button Color — Set the color of the submit button. - Button Text — Customize the text on the email's call-to-action button. The Email Preview on the right shows a live preview of how your email will look. Click Send a test to send yourself a test email. Setting Up Triggers Click the Triggers tab to automatically send your survey based on customer activity. Email survey triggers tab There are four trigger options: - After a customer completes their order — Send when a new order is created on Shopify. You can configure a delay (e.g., 7 days) so the survey arrives after the customer receives their order. - When an order is fulfilled — Send when an order is marked as fulfilled. Great for collecting feedback about the delivery experience. - When a customer abandons their cart — Send to customers who don't complete checkout. Useful for understanding why customers didn't purchase. - When customer purchases specific products — Send only when a customer buys certain products from your store. Toggle each trigger on or off using the switch on the right. Click the three-dot menu for additional options like setting a delay. Sending Manually Click the Manual Send button in the top right corner to send your survey to a group of customers on demand. This is useful for one-off survey campaigns. Customizing the Design Click the Design tab to customize the look of your survey page. This includes three sections: - Style — Set colors, submit button text, toggle the progress bar, auto proceed, and expanded mode. - Thankyou Page — Customize the heading, sub heading, and optional button shown after a customer finishes the survey. - Rewards — Offer discount codes to customers who complete the survey. Need Help? If you have any questions about setting up your email survey, reach out to us via live chat and we'll be happy to help.

Post Purchase Email Survey

UserLoop can automatically send a survey to a customer after they complete an order on your store. Enable the Post Purchase Trigger 1. Go to Surveys and select your email survey. 2. Click the Triggers tab. 3. Find the After a customer completes their order trigger and toggle it on. Email survey triggers Once enabled, this survey will be sent to customers whenever a new order is created on your Shopify store. Delay Sending You can control how long after a purchase the survey is sent. Click the three-dot menu next to the trigger to configure the delay. For e-commerce stores, surveys are most effective when sent after the customer has received their order. We recommend setting the delay to 7 days so the customer gets the survey after their order arrives. If you are using Shopify POS or selling digital products, you may want to set a shorter delay or send the survey immediately. Need Help? If you have any questions about setting up post purchase email surveys, reach out to us via live chat and we'll be happy to help.

Order Fulfilled Surveys

UserLoop can send surveys to your customers based on fulfillment events in your Shopify account. When an order is marked as fulfilled, UserLoop will trigger sending a survey to that customer. How to Enable the Order Fulfilled Trigger 1. Go to Surveys and select your email survey. 2. Click the Triggers tab. 3. Find the When an order is fulfilled trigger and toggle it on. You may need to click Authorize with Shopify to grant the required permissions first. Email survey triggers Custom Delay You can set a custom delay period so the survey isn't sent immediately when the order is fulfilled. Click the three-dot menu next to the trigger to configure the delay. For example, if you set your delay to 7 days, UserLoop will send the survey 7 days after the fulfillment event. This gives the customer time to receive and use the product before being asked for feedback. Need Help? If you have any questions about order fulfilled surveys, reach out to us via live chat and we'll be happy to help.

Abandoned Cart Email Surveys

The abandoned cart trigger sends an email survey to customers who add items to their cart but don't complete their purchase. These surveys are sent once every 24 hours to customers who haven't completed the checkout process. Sending a survey to customers who abandon purchases can give you valuable insights into your customer experience and help you discover ways to improve your store. You can also use it as an opportunity to recover a sale — try including a discount code reward to incentivize customers to complete your survey and return to your store. How to Enable the Abandoned Cart Trigger 1. Go to Surveys and select your email survey. 2. Click the Triggers tab. 3. Find the When a customer abandons their cart trigger and toggle it on. Email survey triggers Need Help? If you have any questions about abandoned cart surveys, reach out to us via live chat and we'll be happy to help.

Send an Email Survey to All Customers

UserLoop lets you send a one-off survey email blast to all your customers at once using the Manual Send feature. How to Send a Survey to All Customers 1. Go to Surveys and select your email survey. 2. Click the Manual Send button in the top-right corner of the survey page. 3. You'll see a confirmation screen showing how many customers will receive your email. Click Send to confirm. Your email throttle settings will be respected when using Manual Send. If a customer has already received an email within your selected throttle timeframe, they will not be sent another. You can manage your throttle settings under Account > Email Throttling. Tracking Your Send After sending, you can track delivery and opens from the Activity page in the left menu. The Sent Emails view shows every email that was sent, along with open tracking data. Need Help? If you have any questions about sending surveys to all customers, reach out to us via live chat and we'll be happy to help.

Upload Custom CSVs

UserLoop lets you upload a CSV file of email addresses to send surveys to customers who aren't in your Shopify account. This is useful if you have a mailing list or customer database from another platform. Watch: Uploading Custom CSVs in UserLoop How to Upload a CSV 1. Prepare a CSV file with a column of email addresses. 2. Go to your email survey and use the upload option to import your CSV. 3. UserLoop will queue the survey emails for the addresses in your file. Your email throttle settings still apply — if a customer has already received a survey within your throttle window, they won't receive another. Need Help? If you have any questions about uploading CSVs, reach out to us via live chat and we'll be happy to help.

Email Activity

The Activity page gives you a complete view of all survey emails UserLoop has sent and any emails scheduled to go out in the future. You can find it in the left menu under Activity. Activity page showing Sent Emails Sent Emails The default view shows all emails UserLoop has sent to your customers. Each row displays: - Trigger — What caused the email to be sent (e.g. post purchase, order fulfilled). - Email Address — The customer email address the survey was sent to. - Date & Time — When the survey was sent. - Opens — How many times the customer opened the survey email. Click the Opens button on any row to see a breakdown of every time that customer opened the email. Scheduled Emails Click View Scheduled Mail in the top-right corner to see all upcoming emails that UserLoop has queued to send. If you need to cancel a scheduled email, click the cancel icon next to it. Click View Sent Mail to switch back to the sent emails view. Need Help? If you have any questions about email activity, reach out to us via live chat and we'll be happy to help.

Email Throttling

Email throttling prevents customers from receiving too many survey emails in a short period of time. If a customer makes multiple orders, UserLoop will respect the throttle setting and only send them one survey email within the chosen timeframe. How to Configure Email Throttling 1. Click Account in the left menu. 2. Scroll down to the Email Throttling section. 3. Use the Send a max dropdown to choose your preferred throttle period. Email Throttling settings in Account Available Options - 1 Week (default) — Customers receive at most one survey email per week. - 2 Weeks — One email every two weeks. - 1 Month — One email per month. - 2 Months — One email every two months. - 3 Months — One email every three months. - 6 Months — One email every six months. - No throttling — A survey email is sent every time a trigger fires, even if the customer received one recently. Throttle settings also apply when you use Manual Send to email a survey to all your customers. If a customer has already received an email within your selected timeframe, they will not be sent another. Need Help? If you have any questions about email throttling, reach out to us via live chat and we'll be happy to help.

Survey 'From' Email Address

By default, your email surveys are sent from your store name at @shop-survey.com. This is how it appears to your customers in their inbox — your store name shows as the "From" name. Custom Email Addresses You can send survey emails from your own domain name by setting up a custom domain. This gives your emails a more professional, branded appearance. To set up a custom domain for your survey emails, go to your survey's Settings tab and look for the Custom Domain section. For full setup instructions, see our Custom Domains article. Need Help? If you have any questions about configuring your survey email address, reach out to us via live chat and we'll be happy to help.

Thank You Page Button Links

You can add a custom URL to the button on your survey's thank you page. This is a great way to send customers who complete your survey to a specific page on your website, like a product page, collection, or special offer. Watch: Custom links on your Thankyou Page How to Set a Button Link 1. Go to Surveys and select your survey. 2. Click the Design tab. 3. Select the Thankyou Page sub-tab. 4. Enter your custom text in the Thank You Button Text field (e.g. "Shop Now" or "Browse New Arrivals"). 5. Enter the destination URL in the Thank You Button URL field. When a customer finishes your survey, they'll see this button on the thank you page. Clicking it takes them to the URL you've set. Need Help? If you have any questions about thank you page button links, reach out to us via live chat and we'll be happy to help.