Question 1

Getting Started

Accepted Answer

UserLoop helps you collect customer feedback through surveys on your Shopify store, via email, or through shareable links. This guide introduces the different survey types and helps you pick the right one.

Survey Types

UserLoop offers five ways to reach your customers:

Checkout Surveys — Appear on your Shopify Thank You and Order Status pages immediately after a purchase. Because the shopping experience is fresh, checkout surveys get the highest response rates. Best for post-purchase attribution ("How did you hear about us?"), satisfaction, and quick feedback.

Email Surveys — Sent to customers via email after an event like a purchase, order fulfillment, or abandoned cart. You control the timing and trigger. Best for detailed feedback once the customer has received and used your product.

App Block Surveys — Embedded inline on any page of your Shopify store as a native section. The survey sits within your page content and is visible to every visitor who scrolls to it. Best for ongoing feedback, email capture, and page-specific questions.

Popup Surveys — Displayed as a modal overlay on your storefront, triggered by a timer, exit intent, or scroll depth. Best for catching visitors while they browse, exit surveys, and site-wide questions.

Link Surveys — A shareable URL that opens your survey on a standalone page. Works anywhere — social media, SMS, packaging inserts, QR codes, or partner channels. Best for reaching customers outside your Shopify stor

Question 2

Abandoned Cart Email Surveys

Accepted Answer

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.

Question 3

Post Purchase Email Survey

Accepted Answer

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.

Question 4

Survey 'From' Email Address

Accepted Answer

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.

Question 5

Email Throttling

Accepted Answer

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.

Question 6

Checkout Survey Overview

Accepted Answer

Checkout surveys let you collect feedback from customers right after they complete a purchase. The survey appears directly on your Shopify Thank You page and Order Status page, making it easy to capture responses while the shopping experience is still fresh.

Creating a Checkout Survey

1. Go to Surveys in the left menu and click New Survey in the top right.

2. Select Checkout from the list of survey types, then click Create Survey.

Creating a new checkout survey

Adding Questions

Once your survey is created, you'll land on the Questions tab. This is where you build your survey.

Click Add Question to add a new question manually.
Click Suggest Questions to get AI-powered question suggestions tailored to your store.

You can add multiple questions of different types including single select, multiple choice, open-ended, NPS, and more. Drag and drop questions to reorder them.

Checkout survey questions tab

Customizing the Design

Click the Design tab to customize how your survey looks. There are three sections:

Style — Set your submit button text and toggle the progress bar on or off.

Thankyou Page — Customize the heading, sub heading, and optional button that appears after a customer completes the survey.

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