Satisfaction & NPS
Post-Purchase Feedback
Post-purchase feedback is a short conversation held a few days after a customer buys, to learn how the buying journey went and how the first use is going. It is the moment when the memory is fresh and you can still fix problems before they become a bad review. These spoken questions follow the journey in order: decision, purchase, delivery, first use.
17 questions
When to use this template
- A few days after delivery or activation, once the customer has had time to try what they bought.
- After a first purchase, to learn why the customer chose you and what almost stopped them.
- After a high-value or complex purchase, where the buying experience weighs heavily on loyalty.
Questions to ask
Opening and the decision
- 01Thank you for your recent purchase. How is everything going so far?
- 02What made you choose us rather than another option?
- 03Was there anything that made you hesitate before buying?
The buying journey
- 04How easy was it to find the information you needed before buying?
- 05How did you find the process of placing your order?
- 06Was everything clear about the price, the conditions and what was included?
- 07Did anyone from our team help you along the way, and how was that?
Delivery and setup
- 08How did the delivery or the start-up go compared with what you were told?
- 09Did everything arrive or get set up as expected?
- 10Was there any moment where you did not know what was happening with your order?
First use
- 11Now that you have tried it, how does it compare with what you expected?
- 12What did you like most in your first days?
- 13Is there anything that is not working as you hoped?
- 14Do you feel you know enough to get the best from it?
Closing
- 15What would have made your purchase even easier?
- 16Would you buy from us again, and what would make you do so?
- 17Is there anything else you would like to tell us?
Tips for a useful conversation
- Time the call carefully: too early and the customer has not used the product, too late and the details fade.
- Separate the buying experience from the product itself so you know which one to fix.
- If the customer reports a problem, note it precisely and make sure someone owns the follow-up.
- Use their own words in your internal reports; they are more convincing than a summary.
- Keep it short: a customer who has just bought is giving you a favour.
Mistakes to avoid
- Using the call to upsell before the customer has used what they bought.
- Asking only about the product and forgetting the buying journey.
- Hearing a problem and not following up on it.
- Calling too late, when the customer no longer remembers the details.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.